I just found this post and I love it... I want to share it with you, so with all credit to its author and his blog I'd like to introducte you to:
Seth's Blog: "How to Deal with an Angry Customer
Every business encounters angry people. Not disappointed or confused, but actually angry. Here are a few steps you might want to try:
* Acknowledge the anger. You don’t have to agree with it, but in order to have a chance at making it go away, you need to empathize with the person’s anger. You cannot sell something (even a solution) nor can you negotiate with an angry person.
* Talk more quietly and more slowly than the person you’re talking with. Not an exaggerated mantra, but just enough that you will be de-escalating, not escalating.
* Ask the person what it will take to help them not be angry. Repeat what they’re asking for, in your own words.
* Ask them if that will not only solve their problem, but give your organization a chance to delight them.
* If no, then ask again what it will take. (But only once. You'll settle for a benign grudge if you can get one.)
[It’s important to note that so far I haven’t asked you to give them anything or to actually agree with their point of view. Just to understand it and recognize it. You cannot negotiate with an angry person. Doesn’t work.]
* Now, summarize. Human to human, not as a manipulator or someone following a list of steps read on a blog."
This post will NOT apply to your Ultimate Supertips customers because there's nothing about
The Ultimate Supertips that will make them mad or angry!
Paul