When a customer is angry, I need to let them vent.

It may feel like the worst part of the servicing, but remember, it is crucial. By doing it, you will give the customers your full attention, the essential part. After venting, they will experience a draining energy sensation so that you will focus on the solution. We may hear that the customers are always right, but to be honest, they can be rude, vindictive, and even untrue. While they are speaking, if you realize they are lying or saying things completely wrong, don't interrupt them. You can break this rule when they are verbally abusive, though. You can follow these tips to achieve a better result: • if you want to point a problem, wait for them to finish their speech; • take notes when they speak; • when they finish their speech, make silence for 1 second or 2; • your answer needs to be empathetic, like, "I would feel the same if it had happened to me." Here is a great video about letting the customers vent. Check it out: https://youtu.be/rt1DEkxVbds

Source: Linkedin, Dealing with Difficult Customers: A “How to” Guide https://www.linkedin.com/pulse/dealing-difficult-customers-how-guide-kym-illman

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