Here are four things you should say to an angry customer to make things right by them.
“You have a right to be upset.” Expressing sympathy toward an upset customer lets them know you understand where they are coming from and why they are upset, validating their grievance. This statement of understanding on your part is key to making things right for them.
“We’re going to work together to find a solution.” By letting them know up front you will right their perceived wrong, they’re more likely to listen to what you have to say. In addition, stating that you will work together turns you from an adversary into an advocate.
“What can we do to resolve this now?” Ask what they think would be a satisfactory resolution to have them set a starting place and reasonable expectation for a resolution. Once you know what it will take to make them happy you’re better prepared to provide it to them.
“Are you satisfied with this solution?” This gives you one last chance to make sure they are satisfied with the outcome and to go to greater lengths to ensure their continued business, if necessary.
