Dealing with angry customers can be one of the most frustrating parts of small business. Yet, there may be value in doing so.
An intriguing post at the Inc.com blog examines angry customers, and why they’re actually vital to your business. Listening to angry customers can help identify a number of problems in your business, especially in the area of customer service.
You need to start by recognizing that many customer complaints are valid. By listening to their frustrations, you may not be able to keep them as a customer, but you may be able to identify employee problems that need to be addressed. In many cases, you wouldn’t know about these employee problems if the angry customer hadn’t called.
Make it a policy to always take angry customer calls, and to really listen to what they’re saying.