In sales, you are bound to have your fair share of angry customers. Mistakes happen and people can get upset for many reasons. The key to dealing with an angry…
In sales, you are bound to have your fair share of angry customers. Mistakes happen and people can get upset for many reasons. The key to dealing with an angry customer is your approach. The words you use can have a big impact on your ability to rectify the situation or make matters worse.
Saying the right thing can diffuse the issue, while saying the wrong thing, at the wrong time, could cost you a customer.
There are a lot of things a sales rep could say to make an angry sales customer irate. But there are a few words or phrases that will make them particularly upset with you. Try to avoid uttering these words if possible when dealing with an upset customer:
As a general rule, never tell anyone to calm down when they are upset. Don’t say it to your parents, spouse, or to your sales customers. This doesn’t accomplish anything. It comes off as combative, and it will only make things worse.
Trying to tell your customers what they should have done essentially places the blame on them. Even if it the situation was their fault, there are better approaches. People don’t like to be told what to do, especially when they are mad.
Your sales customers are calling you not only to air their grievances but also because they want your assistance to fix the situation. Telling them there is nothing you can do will only make them angrier.
Rather than playing the blame game with a customer, you are better off trying to work together to find a mutual solution to the situation. Working with and not against the customer shows you understand.
The last thing an angry sales customer wants to hear you say is something about how company policy prevents you from helping them with their situation. Even if this is the case, think of a better way to discuss how company policy impacts what can be done about the situation.
Get more great sales advice and insights by checking out these blog posts by our sales recruiters:
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Gabrielle is a Wilfrid Laurier University graduate with a degree in Business Administration. She has a background in both sales and marketing, with experience working in the technology, education, and travel sectors.