What should you say when a customer is angry in answer?
- I'm so sorry that happened to you. ...
- I'm so sorry to hear that. ...
- I'm so sorry about the mistake we made. ...
- I completely understand the frustration you're feeling. ...
- I'd like to sincerely apologize for that inconvenience. ...
- You seem very upset right now, [Customer Name].
- Stay Calm, Don't React. The first thing to do is to remain calm and not respond in kind. ...
- Don't Take It Personally. Why are some customers so rude? ...
- Listen and, If Appropriate, Apologize. Rude customers often need to vent their frustration. ...
- Stand Firm. ...
- Solve the Problem.
- Make sure you have a clear refund policy. ...
- Respond to refund requests quickly. ...
- Keep your cool and stay professional. ...
- Explain your decision. ...
- Offer an alternative solution. ...
- Ask for some feedback.
During a shift, two angry customers approached me at the same time. One demanded a refund, and the other one was frustrated because someone gave them the wrong order. To resolve the situation, I apologised to both of them and explained that we're dealing with understaffing, which means one of the clients has to wait.
- Take A Step Back & Apologize.
- Leaving Things On A Better Note.
- Impatient Customer.
- Indecisive/Quiet Customer.
- Vague Customer.
- Customer Is Unhappy With Service.
- You Don't Have An Answer.
- You Need To Transfer/Refer The Customer To Someone Else.
Show respectfully that you understand why they are upset, and try to put yourself in their position to see how you might feel in a similar situation. This might help place you in a more understanding frame of mind to craft a solution. Verbalize your sympathy and apologize clearly and unequivocally.
Always stay calm and never insult them. Keep in mind that their anger is not personal. Listening to your customers actively, and apologize if it's appropriate. In case nothing else helps and customers don't want to cooperate, put them on hold or tell them that you'll get back to them once they're calm.
Use respectful language when describing a difficult customer. Choose words that demonstrate you understood why the customer felt upset or frustrated and that reflect your positive attitude. Provide a direct answer. Ensure you actually answer the question the interviewer asks you.
- Be empathetic. Empathy can be a powerful tool when discussing customers' issues. ...
- Listen actively. ...
- Separate the issue into smaller issues. ...
- Repeat what the customer says back to them. ...
- Stay calm. ...
- Offer solutions. ...
- Act quickly. ...
- Offer a sincere apology.
- Establish a return and refund policy. ...
- Listen to your customer. ...
- Offer a sincere apology. ...
- See if there's a way to fix it. ...
- Assure them it won't happen again. ...
- Offer something for their trouble. ...
- If you must offer a refund, make it quick and easy.
How do you say no to a customer asking for a refund?
Start by acknowledging the refund request and your steps in determining if it was valid. Then explain your decision to deny the refund. Use active language like, "I looked into your situation and our refund policy does not allow one in this case." Consider indicating that you spoke to a manager to add to the authority.
In the meantime, I'd like to offer a [discount/refund] for the inconvenience and will be checking in with you in a few days to update you on the status of [issue]. Once more, I sincerely apologize for the inconvenience. Please let me know if I can answer any questions, and I'd be happy to help!
