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One of the very basics that I use all the time is, you allow the customer to vent. You sit back, you relax, you look them straight in the face, and you say, what is the problem? You allow them to rant and rage and you allow them to say exactly what it is. I often find that once you allow the customer to tell you exactly how he feels, a lot of the rage, a lot of the anger is gone because they have openly expressed their concern to you.
My second step is always to apologize. I am so sorry for the inconvenience that you have experienced. Let me fix it for you, or what can I do? What can I do to help you so that this will never happen again? So aside from allowing them to tell you in their terms -whether that may mean . . . with a few cuss words here and there-you apologize, and then you ask how you can fix it. Nine times out of ten, the customer will tell you how can you fix it, how you can make it right with him or her.
I think the most important thing at that point is whatever you tell the customer is the means that you're going to take to fix it, that you follow through with that. Your commitment to the customer at that point is to deliver what you have promised. That builds credibility with your customers.
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