Upstart Business Journal
14 tips for dealing with angry customers
by Young Entrepreneur Council
November 19, 2012 

When addressing online complaints from customers, members of the Young Entrepreneur Council suggest getting the customer on the phone and having a kind attitude can help remedy the situation… Young Entrepreneur Council 

We have all heard "the customer is always right"—whether this adage is true or not is up for debate—but we can all agree customers are not always easy to deal with. We asked the Young Entrepreneurship Council how they handle angry customers, particularly ones that express their anger online. 

Learn to Empathize 

"Understand why your client or customer is upset before providing any solutions. Empathize by putting yourself in their place and understand how they were confused, disappointed, or frustrated." 

—Kelly Azevedo | Founder, She's Got Systems 

Avoid the Blame Game 

"Instead of focusing on who is at fault, just focus on making the situation right for the customer." 

—Josh Weiss | Founder and president, Bluegala 

Switch the Medium 

"If you're confronted with a nasty blog post, email, or forum post about your company, try to engage with that customer on the phone. Most people would never say the things they write online (especially when they feel they've been taken advantage of). By switching communication mediums and proactively calling the customer, you can defuse a situation much easier than doing so online… 

Read the rest of the article at Upstart Business Journal