How To Effectively Deal With Angry Customers

1 year ago by Martha Obike 231 Views

As a business delivering a service or product to a customer, there would be periods when your customers will be angry, upset and on the edge, probably because of service inefficiency or product malfunctioning. When a customer is angry, you should never respond on the same level with them, you should try a different approach. Here are ways to effectively deal with angry customers.

Always Stay Calm

This is the most important and the first thing you need to do while dealing with unreasonable and angry customers, by staying calm through it all. Don't respond angrily or with voice raised because the customer is speaking to you in an angry tone.

Instead use anti-inflammatory words and  words that show the customer that getting to the bottom of the problem is as important to you, as it is to them.

Using responses like “I'm sorry that you have to go through such an experience”, or  “We want to get to the bottom of this as much as you do.” instantly pacifies the customer and shows the customer that you understand their plight and clearly relate to the experience they are going through.

Allow The Customer To Vent

When your customer is angry and venting out their grievances, let them, don’t try to cut them short or offer unsolicited apologies or comments. It’s best to let the customer vent a little sometimes, allow them to feel heard and understood. You can occasionally say something like “I can see your point on that”, or “I can understand why you feel this way about this”.

Always limit your responses to simple reassurances when your customer is venting, it makes them feel acknowledged. Then, you can steer the conversation to something more positive by saying something like, “Let’s take a look at this and see what’s going on here”.

Find A Solution

The next thing you need to do is provide a solution to your customer's discontent. You could first start by asking the customer what they feel should be done to rectify the wrongs. Listen to whatever they have to say and then come up with your own realistic and reasonable solution to the problem.

If you're not sure you know what your customer wants from you, or if they resist your proposed solution, then give them the power to resolve things. Ask them to identify what will make them happy.

For instance, you could say, "If my solution doesn't work for you, I'd love to hear what will make you happy. If it's in my power I'll get it done, and if it's not possible, we can work on another solution together."

After you have agreed on a solution, take action immediately and ensure the customer’s problems is fully resolved.

Follow Up

Once the customer’s problem has been adequately resolved, follow up over the next couple of days to make sure they are satisfied and happy with the solution you both arrived at. You can go overboard sometimes, by sending a handwritten apology note, a thank you note for their patience with you while you resolved their problems or even offering a great discount for their purchase.

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