How To Handle Angry Customers
Dealing with an angry customer is no fun. They sit across from you with very hostile body language: the cross their arms, they give you short and curt replies, and they keep sighing as if the mere exercise of talking to you is exhausting. I remember being in such a situation back when I worked at Rush Essay. It’s easy to tell when a customer is getting angry or frustrated, and they typically get like that for a whole host of reasons. Some of those reasons make sense and are, quite frankly, justified. Some of them don’t make any sense at all. All the same, there’s one thing that will always remain true no matter how angry your customer is and for what reason they are angry. That is the fact that the customer is always right.
Remember that the whole reason you’re there is to give your customer what they want so they can walk away satisfied. Because of human nature, however, there will always be those times when the customer just isn’t satisfied or gets ticked off in some way or other.
In such instances, your response is everything. It can make your customer calm down, get satisfied, and walk away happy, or it can make them decide that that is the last time they will ever have dealings with your business.
So how do you deal with an angry customer? A good first step is to realize that most of the time, the customer is feeling emotional because of various psychological triggers that are beyond their control. Understanding them is the first step toward solving their problems. Take time to be calm yourself and then use the following tips to turn an angry customer into a happy customer.
1. Do not lose your Calm
This is the most underrated step toward dealing with an angry customer. You’re not going to be much help to them if you’re angry yourself. You can only begin to approach their problem with the view of finding a solution if your own mind is calm and clear.
It’s very easy to get angry when a customer gets angry. Anger is such a natural emotion, and it’s very easy to fall prey to. However, you need to do everything in your power to control it and not let it take advantage of you.
Say a customer starts shouting, for example. Every part of you is going to want to take that personally. You’ll want to be defensive, and you’ll want to tell the customer how wrong they are to talk to you like that, perhaps even telling them how hard you work and how unappreciative you are. The anger wells inside you like a wave that won’t take any prisoners.
During such times, a good move is to take a deep breath and take the time to actually listen to the customer. Try to understand what they’re saying. Behind all of those angry words is a message of the frustration and struggle that the customer is dealing with. It has become so bad that they have found themselves taking it out on you.
The customer is human, and understanding that little fact is the first step toward remaining calm in light of whatever they say to you while they are angry. Now that doesn’t mean you have to tolerate their behavior, but at least when you’re of a calm mind, you can think to calmly escalate the manner to your manager or at least ask the customer to calm down before continuing. It’s hard for their anger to escalate when it is met with unperturbed calmness.
- The Left navigation panel lets you quickly navigate across the chat dashboard. You can check all active chats, availability per agent or access settings of chat buttons.
- After Live Chat is initiated, you can see details of the customer chatting with you, like the page where chat was initiated, IP address, or previous communication.
- Thanks to our real-time typing view you are able to see what customer type even before they click "send". You can prepare your answers and amaze them with lightning-speed service.
2. Be a good Listener
Behind all angry rants is a desire to be heard; to be listened to. When you pay attention to the customer and what they are saying, you will start to hear the message behind all of those angry words.
What, exactly, is making the customer so angry? Is it a matter that can be resolved? If it is, then you can do more than just try to get the customer to calm down. You can take the steps toward solving their issue for them. Solving their problem will make them a lot more satisfied. When you do all of this calmly and politely, the customer will walk away feeling heard and helped and probably more than a little ashamed about their outburst. They might even be the ones to apologize to you!
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3. Reflect the Customer’s Words back at them
A good trick you can use when listening to the customer is to repeat what they say back at them. This helps you to make sure you totally understand what message they’re trying to convey. You can’t make any assumptions here. Try paraphrasing what they’re saying and ask them if that’s what they mean.
“Correct me if I’m wrong, but is this what you’re saying?” is a good starter, before paraphrasing what they’re saying back to them. It’s actually the standard line they use at Best Essays.
Once you know you’re on the same page, it’s much easier to solve their issues. They’ll also feel heard.
4. Understand where the Customer is coming from
When we’re angry, we’re rarely perfectly rational. We work according to some kind of mental heuristic at the time. We stop to objectively consider the facts at hand and resort to our own emotions to tell us how to deal with the situation. These emotions are determined by the problem, our mental state at the time, and the particular situation we are in at the time. This is our effect, and it is like our internal mental algorithm that has been conditioned by past experience to react to situations in a particular way.
A customer might be angry about something because they’ve been in a similar situation before, and they never got any assistance. They might expect the same kind of treatment with you. A good approach would be to politely ask them why they’re angry so you can get at the heart of the matter. Once you understand the cause of the anger, it’s much easier to solve their problem. Again, intent listening is important here.
5. That the Customer for informing you about the Issue
When a customer is angry, you want to build rapport with them with HR software as quickly as possible. One effective way to do this is to thank them for raising the issue. Acknowledge their patience with you as you solve the issue and thank them for taking their time to tell you about it. It makes them realize that you’re on the same team here, and they tend to dial down the aggression by a great margin. This is another trick I’ve found to be helpful in all my years working for a writing service.
Ultimately, the rule prevails that the customer is always right. Seek to understand them and find a way to solve the problem amicably. Always be sincere with the customer and don’t make any promises you can’t keep. You’ll not only solve their problem, but you might find that an angry customer that has walked away satisfied in the end tends to be the most loyal of them all.