Everyone has run into a situation with someone who is unhappy and wants you to know it. Whether it is a customer, a vendor, an employee, or a spouse, there are a few techniques that can help defuse the situation and help resolve the problem.
When confronted with a combative person, many people will react in one of two ways: either by reflecting back the anger they are receiving, or by trying to appease the angry person by giving them what they want. There are techniques that can help drain the anger from the situation, and allow you to reach a solution that satisfies both parties.
When confronted by any angry person, the first step to resolution is to listen to what they have to say. This not only allows them to vent some of their anger, but it also allows you to judge exactly what they feel is the problem and what they really want. This can help you formulate an appropriate response. While you are having the conversation, mirror the movements and body language of the angry person. Don’t reflect back the belligerence, but try to show that you care about and relate to the way they are feeling.
Once you have gotten the conversation onto to a more reasonable footing, you can slowly lead the conversation to a conclusion. Speak of their anger in the past tense, and express your desire to cooperate in finding a solution. Once you have reduced the level of vitriol, it becomes much easier to reach a solution that both parties can live with.
Remember that a customer who has had a problem successfully resolved often becomes the most loyal customer. Here’s an article with a bit more detail about these techniques.