Angry customers present one of the biggest challenges to employees - and to managers who want employees to solve problems at their own level and in ways that satisfy customers.

Customers who are unreasonable or extremely angry must be referred to a manager. But most of the time, the following five steps will empower your employees to deal effectively with angry customers:

1. Repeat, in your own words, the customer's problems. This step shows customers that the employee heard them, and it also allows for clarification. For example, the employee might say, "You're saying that the item was broken when you opened the box," or "You were billed ten dollars more than you should have been," or "The repair-person arrived late and then did a poor job." Even if the customers respond with, "Yes, that's what I just said," their anger will be somewhat lower because they know the employee heard them.

2. Validate the customer's anger - before solving or explaining anything. This step shows customers that they matter. For example, the employee can say, "I don't blame you for being angry," or "Of course you're angry!" The employee must avoid saying "I'd be angry, too!" or anything else that shifts the focus away from the customers. Their anger will continue to subside if they know the employee takes it seriously.

3. Focus on the solution, not on the person. This step keeps the employee from feeling personally attacked, and also keeps customers from blaming the employee for the problem. The employee can say such things as, "I can replace this or refund you. Which would you prefer?" or "We can credit your account twenty dollars, because of the ten-dollar error," or "I can schedule another repair-person right now. What day and time would work for you?" Within the limits set by company policy or resources, the employee is guiding customers toward a solution that meets their needs.

4. Ask for follow-up. This step shows that the company really wants to make sure the problem was solved. The employee may say, "Here's my business card. Please call and let me know when it arrives," or "Can we call you to make sure the error in your account was corrected?" or "Can we call to make sure the repair-person showed up on time and did a good job?" Although customers' anger very likely has subsided by now, this step addresses any frustration they may feel about having to take time to complain about the problem.

5. Thank the customer for taking the time to point out the problem. This step may surprise and please customers. It shows that the employee - and, through him or her, the company - cares about customers. The employee might say, "Thank you for letting us know about the problem," or "Thank you for letting us solve this problem," or "I appreciate you letting us help you with this." This step closes the transaction on an upbeat note for both the employee and the customer.

By showing your employees how to use these steps, you will help them manage anger - both the customers' and their own.



Check out these books by Lynne McClure:

• Anger and Conflict in the Workplace
• Angry Men: Managing Anger in an Unforgiving World
• Angry Women: Stop Letting Anger Control Your Life!