Customer Service Success

Working with angry or upset customers is one of the most challenging aspects of customer service.  There are ways, however, to prevent customer anger before it even begins.  The technique is called the preemptive acknowledgement.  The key to this technique is to preempt customer anger by spotting situations where a customer is likely to get angry and then addressing their negative emotions before they boil over.

Start by looking for situations where a customer’s likely to become angry or upset.  Maybe we were unable to respond to a partner’s case fast enough and they lost a prospect, or perhaps you have to deliver bad news.  Next, acknowledge their feelings.  For example, you might say, “Thank you for your patience.  I am very sorry you had to wait.”  Finally, fix the problem.

If you can do this, your customers will be happier, your day will be smoother, and fewer little problems will become big ones.