Keep Cool When Angry Customers Get Hot
We’re all familiar with the old adage, “the customer is always right”. If you own a business, work in customer service or run a business that serves customers, there will always be the challenge of dealing with angry clients. You will at some point have to endure encounters with displeased, angry, unreasonable, difficult or rude customers.
Customers get angry because of poor service, defective products or items that don’t meet expectations. Sometimes clients get angry if they feel that their requests aren’t given the proper follow up, or that the company isn’t living up to its promises. Sometimes difficult customers are simply having a bad day so they vent their frustrations towards you or your business.
Many business owners and employers advise their staff to be patient in dealing with difficult customers and find ways to make the customer satisfied and happy.
Keeping your cool with every hot and angry customer out there is not always as easy as it sounds. It is, in fact, the most challenging aspect to customer service. Here are a few tips to help you diffuse tense customer situations.
1. Acknowledge The Customer’s Feelings
Listen attentively, and hear their frustrations. Acknowledge how they feel and be sincere in resolving the problem. Disappointed customers usually become calm once they realize that they’ve been heard and that you have respected their feelings. Try saying things like:
- I understand how you feel
- I can see your point
- You have every right to be upset
These phrases best express empathy and usually work wonders to diffuse angry emotions.
2. Fill Them With Kindness
Let the customers know that you are there to fix the situation, but it will be hard to help them if they don’t calm down. Always sympathize with their situation and express your genuine empathy.
3. Remain As Calm As Possible
There are rude customers who are testing your patience and want to see you upset like they are. Learn not to react to their complaint in a harsh and angry manner, no matter how unreasonable their actions are. Realize how proactive and positive responses could work to your advantage. Keep your cool and resolve the situation in a friendly manner.
4. Never Fight Back
Even if you sense that the customer has faults, resist the urge to fight back. This never leads anywhere good, and will only aggravate the situation. As you control your anger, you will find that the customer will ease up a little. Even if angry customers take their frustrations out on you, just allow them to vent. Find a way to help them instead. Also, don’t take it personally. If there are abusive or below the belt comments, take a deep breath and keep your focus.
5. Lower Your Voice
When dealing with customers who are shouting or airing complaints in a very loud voice, it can be tempting to raise the tone of your voice to match theirs. Adopting an aggressive and defensive tone will complicate the situation even more. Not only will this escalate the situation, but it will also make you look unprofessional and it brings a bad image to your company. Keep in mind that silence is golden. Wait until a customer pauses if you want your message to be heard. Say your message in a soft voice as you speak to your customer. As you lower your voice, the customer will calm down.
6. Offer Instant Relief
Always offer tips to work out the situation as quickly as possible. Even if it’s a temporary band-aid solution, the customer will feel that their complaints are acknowledged. You can suggest exchanging the product, offering a refund or a product upgrade or free service. This usually leads to an acceptable solution for the customer, and most of the time they accept your offer.
Always find ways to deal with upset, angry and demanding customers appropriately. Not only will it save your company, but it will also uphold your professional reputation.
If you want to learn more about how to turn a customer’s anger into understanding and gratitude make an appointment with Pamela Finnesand, The Business Maximizer, for a FREE Business Breakthrough Strategy Session. Click here to book your strategy session today!
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