Every business has to deal with angry and complaining customers every once in a while. Whatever the reason for customer dissatisfaction, proper and timely response can make a difference between keeping a frustrated customer loyal or completely losing their business. Considering that 95% of unhappy customers tend to share bad experiences with others – either personally or through social media/ review sites – knowing how to deal with angry customers and how to respond in a professional way is an absolute ‘must-have’ for anyone working on customer-facing positions.
When replying to an angry customer email, there are a few key points to remember and include in your message:
To handle customer frustrations and complaints smoothly and effortlessly, you may use the following email response templates for some of the most common issues that can occur. Make sure however to personalize every message taking into account each customer’s unique situation.
You can try to calm the customer down and ask them questions about the problem to diagnose and try to solve it. There is nothing wrong with being nice to your customer.
Don’t criticize, blame, or complain. Don’t argue, state the obvious, or try to correct facts. Don’t use sarcasm. Don’t assume that the customer’s complaint is based on fact.
You can tell when a customer is angry by looking out for these five tell-tale signs:
1. They use foul language (swear words).
2. They are sarcastic.
3. They use accusatory language.
4. They are confrontational.
5. They use short, choppy sentences.
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