How to Handle Angry Customers.

Don't make them angry. Don't frustrate them. 

I saw an offer to join an audio conference to learn the keys to dealing with angry and frustrated customers - resolving conflict without giving away the store.

I thought...why not just not make your customers angry and frustrated? Why not a seminar on how to make your customers happy?

Why not a seminar on reminding businesses we're here to give away the store? It's their store, the customers store, anyway.We're just managing it for our customers. My store is the store of conference calls and communication and collaboration. I give it away every day. I do so in a way that keeps the store open for the customers, and employees, to keep coming back when they need to.

Too few businesses think like that. It's an adversarial relationship in their mind, with their customers and employees. We might give away the store if we make them happy....! OMG. We may make them happy...

Honestly, I've never seen a customer take the store. Even when I've offered, they've declined.

We've created angry customers. Some part of our service offering failed. I've had to call the customer, as CEO, and literally offer the store to make things right.  What do I need to do to make things right for you, to feel good about being our customer?

They never wanted it. They didn't want the store. They just wanted to be heard. They wanted to know that their needs were important, their life was important, their goals were important and how my service helped them with those goals was important to me. Important enough for me to call and offer the store. 

They want you to care.

If you care, and you communicate it, then any anger passes quickly. And you kept the store by offering  to give it away.