The Calm Manager’s Guide to Dealing with Angry Customers
While your business aims to please every customer every time, something is going to go wrong eventually, and you will get some unhappy customers.
But you can deal with angry customers in a way that will help you improve your business and improve your customer relationships.
While it can be tempting to just shrug off angry customers, not facing them can be detrimental to your business. In today’s ever-connected world, customers do not hold back when sharing about a negative experience they had with a business.
Keep reading to learn how to stay calm and effectively manage your upset customers.
Key Takeaways
- Angry customers can expose problems you did not know existed with your customer experience or products, giving you a chance to address them.
- To effectively deal with angry customers, make sure you are an active listener and use empathy.
- Connect with upset customers personally by using their name.
Why Angry Customers Are Important
Angry customers give your business the perfect opportunity to make improvements. Upset customers have discovered problems in your customer experience that you now get to fix.
Instead of dreading those calls or messages from unsatisfied customers, angry customers can help you do the following:
- Build better customer relationships
- Improve your products or services
- Decrease your churn rate
While they don’t come wrapped in a pretty bow, you should consider each complaint as a gift. A gift that is full of valuable insights that you cannot afford to ignore.
According to the 2020 National Customer Rage Study, corporate America risks losing $494 billion in revenue by not taking care of their customers. The study also showed that consumer problems continue to rise with dissatisfied customers telling twice as many people about their experiences as satisfied customers do.
7 Tips to Deal with Angry Customers
Many angry customers ask to speak with management. If you are a manager, you need to be well-versed in professional customer service techniques. Here are seven tips to help you get started.
1. Be an Active Listener
When a customer is talking to you, whether in person or on the phone, be an active listener. This means you are concentrating on what your customer is saying so you understand why they are upset. Passive listeners only listen to part of the conversation and instead are more focused on what they are going to say back.
Consider this quote from Dr. Stephen R. Covey, author of The 7 Habits of Highly Effective People, “Most people do not listen with the intent to understand; they listen with the intent to reply.”
This can even apply to written messages, such as emails and chats. When you realize a customer is writing in about something they are upset about, read their message through at least twice and focus on their words instead of the emotion.
When you do respond, whether in an active communication or through a written message, rephrase their concern, ask any necessary clarification questions, and do not interrupt.
2. Apologize and Acknowledge the Mistake
After listening actively to their problem, apologize to the customer. Recognizing that there was a problem and apologizing for it can go a long way in maintaining your relationship with a customer. Make sure you are sincere with your apology.
Instead of apologizing for the “inconvenience,” say something like, “I’m sorry you received the wrong item. This is not the customer experience we strive for, and I understand why this is frustrating.” From there, you can offer a brief explanation.
3. Demonstrate Empathy
When a customer has a complaint, they usually want acknowledgment and empathy. When you are empathetic, that does not mean you are agreeing with the customer. It means you understand why they are feeling upset.
Empathy can help deescalate difficult situations and help you relate to your customers on a personal level. It can also reflect positively on your company because customers feel like you are taking them seriously and you are doing what you can to help them.
Consider using some of the empathetic statements in this image to connect with your customers.
4. Speak Calmly
It is easy to match the frustrated tone in someone else’s voice during a difficult situation. However, this is something you should never do since it would only make the situation worse. By using a calm, even tone of voice, you may encourage your customer to calm down. Consider these tips:
- Take a deep breath
- Proofread your response for written communication
- Remember you are dealing with real people
5. Use the Customer’s Name
Using the customer’s name when speaking with them shows that you recognize them as a person. It can help you connect with them and add some personalization to your interactions. When you call someone by their name, it shows you care, and it can remind the customer that you are also a real person working in a real company. Make sure you don’t overuse their name, which can make the conversation awkward.
6. Don’t Take It Personally
When dealing with angry customers, it can sometimes feel like you are being personally attacked. Your customers are not angry at you, they are upset because of your products, services, or processes. They had certain expectations when choosing your business and something went wrong. If you take angry customers personally, you risk becoming angry yourself and worsening the situation.
7. Find a Resolution
The main goal of any customer service experience, especially an angry one is to resolve the issue. If you can find a solution immediately, take it. If not, consider alternative workarounds. If you cannot find an immediate resolution, be honest with your customer. Tell them what is going to happen next and when they can expect to hear from you or someone else again. Stick to those commitments so the customer relationship is not further damaged.
For more tips in handling angry customers, check out this video.
Highlight Your Customer Success with BOOM Communications
As you work through difficult customer situations and make improvements in your customer journey, this is the ideal time to expand your customer base. Sharing stories about how you overcame a difficult situation can draw the attention of new customers.
BOOM Communications can help you share your message effectively. We can help you manage your advertising dollars and deliver the best return on your investment.
Ready to get started? Contact BOOM Communications Group today.