You might think that an angry customer is a difficult phone call to deal with.
But really, it’s an opportunity for you to seize.
It is your chance to guide someone out from a storm of negative emotions, into an oasis of calm.
Because at the root of all anger is fear.
- Fear that they won’t have the product they need.
- Fear that their customers will be disappointed.
- Fear that their business might not make a profit today.
- Fear that they may have to look for another vendor.
Listen closely to what they are afraid of.
Then, let them know that you understand, and maybe, you are a little scared too.
And then, show them how you might make it OK.