Learn how to handle angry and complaining customers in a professional way to avoid negative word-of-mouth reviews. Follow key points for responding to emails and use personalized templates to soften the situation. Use LiveAgent's customer satisfaction software to improve reputation and maintain customer relationships.
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 an angry client and how to respond in a professional way is an absolute ‘must-have’ for anyone working in customer-facing positions.
When replying to an angry customer email, there are a few key points to remember and include in your message:
Writing an apologetic letter is not an easy task. 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. Don’t forget to personalize your message. You will not help your case if you send a generic email to an unhappy client. Using proper and personalized negative feedback response templates can help soften a rough situation.
Dealing with upset customers is one of the most difficult aspects of customer service. When a customer is upset, it is important to remind yourself that they are upset with the situation and not with you. Angry customers often struggle to be objective, so it is important to diffuse their frustration before trying to resolve the problem. This can be done by allowing the customer to vent without interrupting or contradicting them, and responding with empathy. Listening with an open mind and focusing on the customer helps to defuse their frustration and allows both parties to work towards an acceptable solution.
[Music] dealing with an upset customer may be the most difficult aspect of customer service hi this is jason how can i help you this afternoon you tell me i'm looking at my new statement and i see that you people have charged me again for the same fees i've been calling about for months now i'm sick and tired of being told that it's handled when pretty clearly it's not that's not easy to even listen to so how do you respond to it in a way that will help first remember that the customer isn't upset with you they're upset with the situation don't take it personally then remind yourself that angry customers often struggle to be objective so before trying to resolve the problem it's important to diffuse the customer's frustration so how do you do that start by allowing the customer to vent it isn't easy and it's really pretty but try not to interrupt or contradict the customer even if you believe they're wrong confrontation will lead to escalation and the goal is to calm the customer down so you can look for a solution i'm so sorry to hear that let me take a look at your account and find out what's going on can you remind me when this started fine the first fee showed up three months ago if you can't fix this i'm going to close the account i completely understand your frustration let me see what i can do to help get this taken care of for you right now listening and responding with empathy helps diffuse the customer's frustration this is one of the quickest ways to de-escalate tension listening with an open mind and expressing your understanding lets your customer know that you acknowledge their problem respond with your positive intent to take action to resolve the problem as best you can keep your focus on the customer and follow through on your desire to help them i'm glad i was able to get that issue taken care of it may take up to 24 hours for your account to show the changes but you shouldn't see any more of these fees in the future thanks for working with me to figure it out i want to apologize again for the inconvenience thanks jason i appreciate your help by removing the focus from yourself and staying focused on understanding and resolving the customer's problem it's easier to stay detached and not get wrapped up in an emotional outburst maintaining an attitude of caring and concern helps to defuse customer frustration allow them to vent as needed listen and respond with empathy you'll never be able to work in customer service without running into angry frustrated customers once in a while but there are ways you can ease the tension and allow you both to work toward an acceptable solution
Ready to answer angry customers?
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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