How to turn an IRATE customer to a VERY TALKATIVE one
Talking with an irate customers is a very tough job. There are reasons why customers are irate: (1) Company's fault (2) Customers don't understand the process and you have to help the customer to shed light on their concerns. I really like the second one because it will be easier for you to pacify this kind of customer as long as you know the product/policy of the company.
It's very rare for me to talk with an irate customer from the start then after you explain the process and give some credits/adjustments for the inconvenience, customer will talk a lot about himself/herself. It happened to me the other day that the customer was so mad then later on, he asked for my name and say how grateful he was able to discuss his frustration to me and I was able to resolve it.
I resolved the concern less than 4 minutes but the customer told me that he was part of World War 2, a veteran soldier, who also came to our country to help, he has 5 cute grandchildren, 1 yorkshire terrier, pension plan, most of the time he watches movies on his TV, he also read books and most of all, he was bored so he also thanked me because I was very patient in dealing with his concern and listening to his life story for 58 minutes.
Next time, I will bring notebook and jot down my customer's life, I'll compile it and create a book.
Image Credit » Photo is mine.