If you've been in business a long time, you've probably heard it all! You know, the irate customer that's going to sue the nineteen dollar product claim is false, which will "close their business down" because it evokes in your mind that you would have the pants Privacy policy , or taking full advantage of their guarantee. My favorite has to be the calling and shouting vulgarities on the phone for apparently no reason.

This does not happen often, but if you are going to be in the business, which will run through some nut cases from time to time. Some can be diffused, some not. That's just the way things go in business.

There are some simple techniques for dealing with irate customers without burning yourself an ulcer over them, and without telling them they have cancer and hope to die!

Here are some tips you may find useful ...

1. Do not take it personally

One thing that almost all nasty customers have in common. They try to attack a personal level. Name-calling is not unusual. When you take it personally, is likely to get into a shouting with the client, which solves nothing and only stands to make things worse. Try to avoid the situation - kill the anger with kindness so to speak. If that fails, I ask you to contact them again once they have calmed down and are willing to talk reasonably. They refuse to speak to a customer in an irate state. You do not have to endure the abuse ever.

2. Do not overdo the "customer is always right" concept

In the training of customer service you always hear that the customer is always right. While it is true to some extent, sometimes they are simply wrong. You should always try to accommodate a customer within reason, but do not let the concept of going too far.

3. Account is not always your problem

Sometimes people just have a bad day and are looking for someone to take it forward. A customer of hate, ugly is often one of these people. If you listen to his ranting, then respond kindly telling you understand your frustration and want to work with them to reach a resolution, which is often diffuse the anger and uncover the rational human being beneath it.

4. Do not fall for the fear invoking bluffs

In customer service some business people tend to do anything to avoid the potential harm of a threat, even if it means losing money or giving in to unreasonable demands. When threatened, consider the validity of the threat. Do you really think someone is going to pay thousands of dollars in legal fees to sue over a low dollar transaction? Probably not. Again, do everything possible to accommodate within reason but not give in to threats without foundation.

5. Be prepared to decide whether a customer relationship is worth rescuing

You have heard that a satisfied customer tells one person about his business while an unhappy customer will tell 10 or more. No doubt the word of mouth can be the best or the worst exposure for your business. This is the very basis of "the customer is always right" concept. Of course it's better to save a customer relationship if you can, but again, do so within reason.