Turning an angry customer into a satisfied one is a part of providing great customer service. This can seem like a daunting task at times, but it can also prove to be a very rewarding one.

1. The Customer is Always Right

In the world of business, the customer is always right. While this may not literally be the case in some situations, it is the premise that should be taken. Your job is to service the customer to the best of your ability and provide a great experience for them. Turning an angry customer into a satisfied one requires understanding that the customer is always right.

2. Allow the Customer to Vent

Patiently allow the customer to completely vent without interruption. It will only anger and frustrate them more if you come across as uninterested or hurried. You may want to periodically offer a quick “uh huh” or “ok,” rather than offering dead silence. This will encourage them to comfortably continue on, as well as assure them that you are still there.

3. Summarize the Complaint

In a brief summary, repeat what the customer has explained to you and include only necessary details. One effective way to do this is to use the verbiage, “Please allow me to repeat what you have said so that I have all of the important details.” This will provide them with the assurance that you have listened to them.

4. Sincerely Apologize

Offer a sincere apology for the customer’s inconvenience and frustration and assure them that you will do everything you can to provide a satisfactory resolution. Be sure you are genuine in your apology and come across with sincere understanding. This will likely calm the angry customer.

5. Provide a Solution

The last step in turning an angry customer into a satisfied one is to resolve their issue. Within company policy, do everything you can to provide a reasonable and acceptable solution. Make sure you follow through on any promises made or required follow-ups. See the problem through to the very end.

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