Picture a customer storming into a retail store with a bag full of merchandise, slamming it onto the counter and glaring you right in the face. "I want my money back!" They are furious and about to make a scene. How would you respond? When faced with the angry eyes of an irate customer, you need to have a plan of action. Here's how we recommend you respond:
"I would immediately ask questions to find out what was wrong. Once we identify the problem, if the customer was still upset, I would listen and make sure they felt like I understood through my body language and saying things like 'That sounds so frustrating, I'm so sorry you experienced that!' Once the customer is calm I will offer what I can do and make sure we are in agreement. I want the customer to walk away happy with the resolution."
It can be difficult to know how to respond when you are caught off guard with a dissatisfied customer. Following steps like the ones above will help you deal with even the most challenging situations. Stay calm and carry on!
"I want my money back!"