I am humored with some of the approaches people mention as ways of defusing an angry customer…I spent 30 years defusing more customers’ complaints than I could stand and I can tell ya…this one does not work.
My take is to analyze all possible reasons and situation where a customer would get angry and eliminate them giving them no reason to be angry.
But, if you want the angry customer to turn to being really mad, use the word ‘Let’s’ at the beginning of each statement… “Let’s” review how Jeff Wuorio at the Microsoft Small Business Center feels is the best way of defusing an angry customer. And Let’s see how you view this if you were angry…
Scot Duke is President of Innovative Business Golf Solutions, LLC and author of How To Play Business Golf. Mr Duke uses his 30 years of business management experience to help business owners and executives develop their business to be more successful and mentor business people on how powerful of a business tool Business Golf can be towards solving many business challenges. More information on Mr Duke and Business Golf can is available at the Innovative Business Golf Solutions web-site.