Dealing with irate customers

Here are five steps that work when responding to irate customers:

1. Diffuse the tension by thanking the customer for bringing their concern to your attention and assure them that you'll do everything possible to make them happy.

2. Listen without attitude or preconceived ideas.

3. Other than questions for clarification, don't speak until you've determined that the customer is finished. Sometimes all customers want is to get their concerns off their chest.

4. Restate and paraphrase the complaint. This lets the customer know you listened, plus it will determine whether you understand the problem.

5. Ask the customer, "What would you like for us to do?" Customers don't want excuses or to be sent to someone else. They want solutions. Asking this question helps you find the starting point create a customer service solution.