What are your tips for apologizing to an angry customer?

I agree with what Jennifer said. I think the main thing to focus on when dealing with an upset customer is to focusing on how to make it right for them. Be honest, look them in the eye, and take responsibility. If the problem is unjustified, you still have no choice but to help as much as possible.

Finding out what caused the problem and finding a quality solution actually improves the relationship with the customer, in most cases. It enhances trust enormously. No one ever wants to have a problem come up, but when they are handle correctly and with care, a customer never forgets.

I think it's a bit odd to say "the same way you would apologise to a human" - are customers not human?

It's not just about apologising, it's about how you handle the entire incident from the minute the phone rings or they walk in screaming. Speaking as an ex telesales person who was subject to lots of screaming customers over the years; and as a customer myself who just last week completely lost my cool at shocking customer service, this is my advice :

Whatever you do, don't get angry back. You will sign a customer service death warrant for your company and they will never look at you the same way again. No matter what they do - if you can't handle the situation, then get someone who can - but don't lose your cool. And especially don’t try and blame them for the incident, all hell will break loose.

Listen - and don't interrupt or talk unless asked to. Make sure hear what they're saying. Don't start preparing your answer before you've heard the whole complaint, let them finish properly first. Understand the nature of the complaint completely so you don’t end up offering solutions that don’t help or have no bearing on what was wrong in the first place!

Next step is to be Very sincere in saying you understand why they are so mad. If you fake the sincerity or don't actually understand, you are going to infuriate them even more. If you are unsure about something, ask them to clarify, nicely! Be calm and gentle and nice.

When you're sure they have nothing left to say about the situation, apologise! Don't start finger pointing and say it's not my fault, customers don't care whose fault it is. Think about the last time you were really furious at a company about something, did you care whose fault it was? No, you just wanted it sorted out. Pointing fingers is going to make the whole company look bad. Just apologise that the incident happened at all and sort out the politics behind closed doors. Unless of course you are personally responsible for it, then own up and take responsibility for it. And assure them it will never happen again.

Then - sort it out. Try to offer more than one solution and let the customer choose which one suits them better. If it’s a telephonic complaint, personally, I would get in my car then and there and go and see them in person to resolve the situation. It is very important now to go the extra mile. Get it fixed quickly to the customer’s satisfaction, and they will be faithful to you for a long time. Mess it up and you can almost forget ever getting them back. The relationship will be ruined and they will be suspicious of you forever. Is that the kind of perception you want your clients to have of you? If they were actually in the wrong or had their facts wrong, don't be rude and arrogant in pointing that out. Be very tactful in your reply if it is an important customer to you.

Follow up - if you said the issue would be resolved by 3pm on Wednesday, then phone at 3pm on Wednesday to ensure it has been resolved to their satisfaction - not yours. Communicate with them the whole way.

Depending on what the complaint was about and the type of industry you’re in, give them something for free. I remember years ago, we bought bread and there was glass in the bread that cut an elderly family member’s mouth. After complaining bitterly, the next day we received a huge hamper of bread products from the manufactures. People don’t seem to do that anymore and it’s a great shame! People like to feel valued and heard. What are you doing to make your customers feel that?

If a customer is unhappy, they will tell around 7 people. If they are happy they will only tell around 3. Make sure your service levels don’t drop to the degree that they have to start screaming to get any response. It’s very bad for business.

I think outstanding customer service is a company value - either you have it or you don't. Unfortunately, a lot don't.

Depends on the anger and the situation.

Personally give him a warm and honnest smile. The same on the phone. Say and mean that you are sorry.

Then try to help him.

If he is not right in his complaint, try at least to understand his situation and be alweays honest.

A great tip to help you NOT get triggered by an irate customer call: Keep a mirror on your desk and use it to maintain a 'soft' expression as you listen to person rant away. (It really helps to NOT take things personally.)

Speaking of not taking things personally, remember that while you are likely NOT the reason why your customer is so mad in the first place, you likely CAN BE the most helpful person in the world to him/her right now.

I read a great article today on how to deal with things when you're the one annoyed with a client. Thought it had some relevance to this.

http://menwithpens.ca/annoyed-clients/#utm_source=feedburner&utm_medium=feed&...

As others have said, when an apology is appropriate make sure it's genuine and delivered with sincerity. If a customer perceives an apology is rote it will simply stoke the customer's dissatisfaction and ill will.

In other words, act with integrity. Do the right thing and mean what you say.

I agree with Veronique Palmer and her analization of handling an unhappy client, customer, or any person for that matter.
Find out from them as you calm them down, what it is that is bothering them. Do not try to interupt this person, when they have finished letting off steam, quietly, pleasantly agree with them. Then ask what would you suggest we do to satisfy your dissatisfaction. Work it out, thank the person for their bringing this problem to your attention and please continue to use our services, we will promise to better our skills, and hopefully you will be more than satisfied with our services in the future. Shake their hand and dismiss them with a pleasant smile and invite them to please stop in again. Integrity and honesty will rise above and control the issue at all times.

I think Veronique had a great response. Especially with "It's not just about apologising, it's about how you handle the entire incident from the minute the phone rings or they walk in screaming."

Try to reduce angry customers altogether by providing a better customer experience.

That being said, no one is perfect and no matter what we do we're never going to please everyone.

The biggest advice I have for dealing with angry customers is LISTEN in a calm, professional manner.

Most of the time they just want to vent and feel that someone cares about what they have to say. Make them feel important. Make them that you genuinely do care about their situation and their concerns. Think about an unpleasant experience you had - how would you have wanted to be treated?

Never get defensive or shout back. Remain calm and collected.

Once you have listened to all of their concerns, repeat them back to clarify that you have correctly understood the problem. Then pose a solution.

Angry customers are actually super valuable if you handle the situation correctly. If you pose a solution that they consider a win they can end up becoming one of your most loyal and valuable customers. While they may tell people about their bad experience, they will also tell them how wonderful you were at resolving it. And we all want to work with businesses that will know will take care of us if anything ever goes wrong.