How to Deal with Angry Customers

This is an interesting article:
What are 5 effective methods for dealing with angry people?

Excerpts quoted from the 5 tips:

• Don't interrupt the volcano while it's spewing lava! Take notes instead. Once the eruption is over, acknowledge your customer's anger by saying something like, "I know you're angry. I would be, too."
• "All of us have a strong tendency to like people who are most similar to us," Barlow and Moller write. You must therefore find something in yourself that resembles the customer and display it.
• Avoid saying anything that sounds like a command or contradiction. . .Avoid words like "but" and "however" because the pissed-off customer will only hear the words that follow these qualifiers.
• Partnership. Talk about solving a problem together. Make your challenge the customer's challenge. What are we going to do, partner?
• Get personal. Don't call him "sir."

Related:
How can you deal with angry people without losing your cool?

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