20 Min
Today, no one has the patience to just listen. Everyone wants to put their opinion first and rant about it. But where does it take them?
Dealing with an angry customer is very tricky. A little mistake from your end, and that’s it- a volcano erupts.
Taking careful steps and turning the situation into an opportunity is an important part of providing good customer service.
This guide will help you deal with angry customers in 12 steps.
Table of contents
Why do customers get angry?
Angry customers come with a fair share of reasons for disliking a service or product. Before solving their issues, try to get to the core of the problem.
Here are five possible reasons explaining why a customer is angry:
1. Poor Service
When customers encounter slow service or unhelpful staff, it creates frustration.
Customers expect prompt and friendly assistance, and any delays or negative interactions can lead to feelings of disrespect and dissatisfaction.
2. Product Issues
Receiving a defective product or one that doesn’t meet advertised standards can be incredibly disappointing.
Customers invest their time and money, and when the product fails to deliver, it can lead to anger and a sense of being misled.
3. High Prices
Customers may feel exploited if they perceive prices as too high for the value received.
This sense of unfairness can be amplified if they find better deals elsewhere, making them question the worth of their purchase.
Ensure High-Quality Service by Marinating the Right Knowledge
4. Lack of Communication
Customers expect transparency, especially regarding delays or issues.
When you fail to keep them informed, it breeds anxiety and frustration, as customers feel left in the dark about their transactions.
12 Steps to deal with angry customers
1. Stay Calm
Maintaining composure is vital in customer service interaction, especially when emotions run high. Take a moment to breathe deeply and centre yourself before responding.
A calm demeanor not only helps you think clearly but also sets a tone that can diffuse tension. If you show that you are unflustered, it can help the customer to relax as well.
Additionally, be mindful of your body language—avoid crossing your arms or appearing defensive. A warm smile and open posture signal the customer that you are there to help.
2. Listen Actively
Active listening involves fully concentrating on what the customer is saying rather than just waiting to speak. Use cues, like nodding or saying, “I see,” to indicate your engagement.
Paraphrase their concerns to confirm understanding, which also shows that you value their input. By letting them vent without interruption, you gain a deeper insight into their frustration.
This approach not only helps understand the issue better but also makes the customer feel respected and valued.
3. Empathize
Empathy is about putting yourself in the customer’s shoes and acknowledging their feelings. Use phrases like “I understand why you feel that way” or “That sounds frustrating.” This validation can significantly reduce the customer’s anger.
It’s essential to express genuine concern and not just repeat phrases mechanically.
When customers sense real empathy, it can help soften their anger and open a pathway for constructive dialogue.
Infuse Customer Service with Empathy
4. Apologize Sincerely
A sincere apology can work wonders, even if you are not at fault. Be specific about what you are apologizing for—acknowledge the inconvenience or problem they experienced.
Avoid defensive language; instead, focus on expressing regret that they had a negative experience. The key is to be genuine; customers can usually tell when an apology is hollow.
A heartfelt apology often turns a frustrating experience into a more positive interaction, showing that you genuinely care.
5. Ask Questions
Open-ended questions encourage customers to elaborate on their concerns and give more context.
Instead of asking yes/no questions, try asking things like “Can you tell me more about what happened?” or “What would you like to see as a resolution?”
This not only provides you with valuable information but also lets the customers express themselves.
By showing that you are willing to listen and understand their side of the story, you offer a hand in finding a solution.
6. Take Responsibility
Owning the issue builds trust. Even if the problem was due to a system error or another department, saying something like “I’m sorry that happened; let’s see how I can help” can reassure the customer that you are on their side.
Taking responsibility shows that you care about resolving the issue and are committed to making things right.
This approach often helps calm the situation, as customers appreciate it when someone takes the initiative.
7. Offer Solutions
After identifying the problem, present the customer with potential solutions. This might include offering a refund, replacement, or alternative service.
Involve the customer in choosing the best option by asking, “Which of these solutions works best for you?” This collaborative approach makes them feel empowered and valued.
Additionally, being flexible and willing to adapt solutions based on their needs can lead to a more satisfactory resolution.
8. Act Quickly
Speed is essential in customer service. Once a solution is agreed upon, act immediately to implement it.
Let the customer know the steps you’re taking and provide a timeline if possible. Quick action shows the customer that you prioritize their issue and value their time.
9. Follow Up
After resolving the issue, make it a point to follow up with the customer. A simple follow-up email or phone call can significantly affect their perception of your service.
Ask if they’re satisfied with the resolution or if they need any further assistance.
This gesture shows that you care about their experience beyond the initial interaction and reinforces your commitment to excellent service. It can also be an opportunity to gather feedback for future improvements.
10. Stay Professional
Regardless of how the customer behaves, maintaining professionalism is key. Avoid responding with frustration or defensiveness. Keep your language respectful and use a calm tone.
If the conversation becomes heated, taking a step back and suggesting a brief pause if needed is okay.
Professionalism not only helps in de-escalating the situation but also sets a standard for interaction. This creates a more respectful atmosphere and can lead to a more productive dialogue.
11. Learn from Feedback
After dealing with an angry customer, take time to reflect on the situation. Analyze what went wrong and consider how similar issues can be avoided in the future.
This could involve updating processes, improving training, or addressing common complaints. Demonstrating a commitment to continuous improvement not only helps prevent future issues but also shows customers that their feedback is valued and taken seriously.
12. Know When to Escalate
Sometimes, a situation may escalate beyond your control despite your best efforts. In such cases, it’s essential to know when to involve a supervisor or manager.
Don’t hesitate to escalate if the customer is particularly upset or the issue requires higher authority. Explain to the customer that you want to ensure they receive the best possible resolution.
This not only shows that you care about their experience but also that you’re willing to go the extra mile to address their concerns.
Knowledge Management Helps Provide a Higher CX
Responses to use when dealing with an angry customer (Templates)
Dealing with angry customers requires empathy, active listening, and a clear plan for resolution. Here are seven templates you can use:
1. Acknowledgment and Empathy
Subject: We’re Here to Help
Dear [Customer’s Name],
I’m sorry to hear that you’re experiencing this issue. I understand how frustrating this must be for you, and I appreciate you bringing it to our attention.
Let’s work together to resolve this.
Best,
[Your Name]
[Your Position]
2. Apology and Resolution
Subject: Our Apologies
Dear [Customer’s Name],
Thank you for reaching out and sharing your concerns. I sincerely apologize for the inconvenience you’ve faced.
I’m currently looking into this matter and will update you shortly.
Thank you for your patience.
Best regards,
[Your Name]
[Your Position]
3. Request for More Information
Subject: Help Us Understand Better
Dear [Customer’s Name],
I appreciate your feedback and want to ensure we address your concerns properly. Could you please provide more details about the issue you’re facing?
Your satisfaction is important to us, and we’re here to help.
Warm regards,
[Your Name]
[Your Position]
4. Offering a Solution
Subject: Let’s Resolve This Together
Dear [Customer’s Name],
I’m sorry to hear that you’ve had a negative experience. To make it right, I’d like to offer you [specific solution, e.g., a refund, replacement, discount].
Please let me know if that works for you.
Thank you for your understanding.
Best,
[Your Name]
[Your Position]
5. Escalation to a Supervisor
Subject: Your Concerns Matter
Dear [Customer’s Name],
I understand that this situation has caused you frustration, and I want to ensure you receive the best support. I’m escalating your issue to my supervisor, [Supervisor’s Name], who will reach out to you shortly.
Thank you for your patience.
Sincerely,
[Your Name]
[Your Position]
6. Follow-Up After Resolution
Subject: Checking In
Dear [Customer’s Name],
I hope this message finds you well. I wanted to follow up to ensure that your issue has been resolved to your satisfaction. Your feedback is invaluable to us.
If there’s anything else you need, please don’t hesitate to reach out.
Best wishes,
[Your Name]
[Your Position]
7. Invitation for Further Feedback
Subject: We Value Your Feedback
Dear [Customer’s Name],
Thank you for allowing us the opportunity to resolve your concerns. We always strive to improve our service, and your insights are crucial in helping us do that.
If you have additional feedback, please share. We appreciate your time!
Warm regards,
[Your Name]
[Your Position]
Ready to Turn Angry Customers into Happy Ones?
Frequently Asked Questions (FAQs)
Start by listening actively. Allow the customer to express their feelings without interruption. Acknowledge their frustration to show you understand their concerns.
Yes, offering a sincere apology for their experience is appropriate. It shows empathy and a commitment to resolving the issue, regardless of who is at fault.
Stay calm and patient. Acknowledge their continued frustration and ask what else you can do to help. Sometimes, just being heard can help defuse the situation.
If the situation becomes too complex, or if the customer is not satisfied with your proposed solutions, it’s best to escalate the issue to a supervisor or manager.
Reach out to the customer after a resolution to ensure they’re satisfied. A simple email or call can show that you value their feedback and care about their experience.
Consider training sessions, workshops, or online courses focused on customer service skills. Reading books on emotional intelligence and conflict resolution can also be beneficial.
