To turn angry customers into loyal customers

In an earlier article, Handling complaints, I listed the key elements of to turn angry customers into loyal customers as

1.Handle the emotions
Realize that it is not attacking you, allow them to vent do not interrupt or try to explain your company rules, and then filter between emotion and facts. Give you empathy, showing your feeling, answer in calm and caring voice and promise them that you will do your best to find a solution.

2.Solve the problem
Before continue think it first, is your school customer oriented or procedure oriented?
Be creative when offering a solution.

The next stage is

Regain the customer
Give your customer surprise with merchandise or something valuable, and follow up a few days later.

By practicing these key elements plus using positive words you will easily turn angry customers into loyal customers.