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.

Handling complaints

Everybody has experience with complaints. It just about why and how we handle it.
Why customer complaints must be cause they unsatisfied with our services.
Next, how we handle it.

Still, give your sincerely smile. Then listen. All you have to do is listening, and try to give your empathy. Write down their problems and use your rational thinking to separate emotional and logical during conversation.

Don't try to interrupt and say they are wrong, or even just to inform your company rules.
Speak only if they ask for it or necessary.
Just listen, pay attention, and patient until it finished. Mostly it will reduce anger.

After the fire is gone, slowly answer. Give your customer solution. If you cannot, promise hes, you will do it as soon as possible. Or the dragon will continue...errgh!