Here Are The Best Ways To Deal With Your Angry Customers

Sweta Sweta
Sep 23, 2021 9 min read
Here Are The Best Ways To Deal With Your Angry Customers

No matter which business you are in, If you are working, there is a chance that you will have to face angry or dissatisfied customers. But many company representatives try to avoid the problem and just recite the “company policies” again and again, which is not what an angry customer wants to hear .

The dialogue of an angry customer leads the employees to become so frustrated that they use an unapologetic tone in the place of regret. Then the customer will feel like no one is listening to him and also that the customer is being ignored. This will lead to the company’s bad image in the customer’s eyes which is a bad thing for the company.

If you are thinking to handle this situation wisely and winning over your customer. Then you should read this article, below are the given tips on how to deal with angry customers and also on how to calm down an angry customer.

Recognizing The Value of A Complaint
Listen To Angry Customer
Show Empathy
Keep A Positive Tone of Voice
Use The Customer’s Name
Try to Build And Maintain Trust
Don’t Take It Personally
Avoid Negative Language
Find The Solution
Share The knowledge
Frequently Asked Questions


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Recognizing The Value of A Complaint

If you are dealing with an angry customer could be a great opportunity for you to turn the situation into a good situation. How you behave to the customer can make or break the perception of your company. Dealing with angry customers is hard, but instead of going away from the situation, you can use the situation to improve your product and build a great relationship between you and the customer.

According to research, 91% of unhappy customers do not actually communicate to companies that they are not happy with the product. Complaints from angry consumers serve as new insights that can help improve the company’s performance.

facts on angry customers
facts on angry customers

Listen To Angry Customer

If you also want to handle an angry customer in an effective way. So how to calm down an angry customer? The very first thing you can do is use active listening. Active listening refers to concentrating on every part of what the customer is saying so it can be clear about why they are upset with the product. Most people do not listen with the intention to understand but they listen with the intention to reply.

For diffusing angry customers, you should be present and give the customer your attention. Focus on the words that the customer is saying and avoid the anger behind their words. To show them that you are actively listening, repeat their complaint again and ask clarifying doubts. Try not to interrupt them, this can be the most effective to handle the situation. Listeninging to them carefully will also help you with what to say to an angry customer next.

Apologize

In winning your customer’s heart, an apology is a very must thing you should do to make them feel good. An apology for the problem they are having with your product. Dealing with an angry customer is hard, but you can start by acknowledging the mistake and letting the angry customer know that you are sorry for the problem that occurred.

First thing one should know on how to handle angry customer is by offering your sincere apologies. A thorough apology shows the customer you care about the situation and their problem. Give them a brief explanation of what you have understood about the problem. Try to keep the explanation short.


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Show Empathy

Showing empathy to your customers will help you guide your response to dealing with angry customers over the phone. Empathizing does not mean agreeing with whatever the customer is saying. It generally means you are understanding the customer’s situation.

By this, you can know how the customer is feeling. And now you will be relating to their problem at a personal level. This will basically show them that you respect them and you are listening to them.

Keep A Positive Tone of Voice

While talking to that angry customer, do not let the frustration enter between you two. This will be better for your conversation with your angry customer. In many examples of angry customer situations the employees may use negative words to match their tone of voice. This is not how you deal with an angry customer, as it will mess up everything. It’s very easy to argue with someone, but it’s hard to keep calm and to understand the situation calmly. You need to use a more productive way of conversation while handling angry customers.

Many employees don't know how to calm down an angry customer. So before making your customers calm, you should maintain your calmness and take a moment to think about your answer. This can make the situation better than before. Think about your response to ensure any type of aggressive language. If you have enough time then take your time and come back to a better response. A small break will help you overcome the situation without any negative words.

Use The Customer’s Name

Using someone from their name can leave a strong impact on the person. So how would you handle an angry customer? The first thing you need to do is use the customer’s name will make them familiar with you. They will feel comfortable while interacting with you. This will lead you to a personalization level in the interaction. Using a name shows you care and you are a real person and also that you respect them. Try to use angry consumers name occasionally. Addressing them by their name too much can let you in a very awkward situation.


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Try to Build And Maintain Trust

When a customer is angry with your company, it’s obvious that the trust between the company the customer has been damaged. Now it’s your task to rebuild and try to maintain the trust moving forward. If you have made a mistake, just acknowledge that and do not argue with angry customers on the phone.

When handling an angry customer, make sure you have all the history of that customer. This will help you in communicating confidently and that you are capable of solving the problem. If your not sure on what to say to an angry customer you should start by being honest with the customer.

Give them some behind the scenes view of things so that they can understand your situation too. Many examples of dealing with angry customers show that taking the responsibility for the mistake have calmed angry customers.

How To Win Trust

Don’t Take It Personally

Always keep in mind that this is a part of your work and not your personal life. The customer is not complaining to you but to the company. Many angry customers scenarios show that had their expectations from the company, but are now they are feeling cheated by the company. If you will take it personally situation will go out of your hand. It will affect your overall quality of work and mental health.


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Avoid Negative Language

If your company is the one who is handling an angry customer. Then your company team must know how to deal with angry customers face to face and should be skilful in the way they talk to the customers. Negative words and ways of talking will increase the anger of the customer and positive language will calm down the customer. Try to avoid languages that imply that the customer is accusing wrong. Using positive words will turn a worse situation into a good situation. Try to use words such as “yes”, “absolutely” etc.

Find The Solution

While handling your angry customer, the very main goal you have is to resolve their issue. Try to resolve it if something that you can do immediately to solve the problem. And if not, let them know that there is nothing you can do about it. And also you need time to solve the problem. Another important thing you must know on how to deal with angry customers is that you should give them an approx amount of time to which will take to solve the issue.

Be honest with the customers, try to meet the time you gave to the customer. If not then let them know that you need more time than this. Doing this will enhance your relationship with the customer, while the dialogue of an angry customer will also change. If you can not solve the problem on your own, try to connect to your company’s senior members. Handling angry customers this way will help you to solve the problem very fast.

You may have more experienced members in your customer service group that will help you in solving the issue very fast. The very most important thing you should do is let the angry customer know that you are trying to solve the issue, and it will be solved very soon.


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Share The knowledge

If you will think carefully angry customers help us a lot in improving your company. They point out the root cause of their problem and help in improving your operational changes. It will be better if you keep the feedback from your angry customer. This way you can get help in diffusing angry customers and keeping the customers happy.

Conclusion

This is true that handling angry customers is a bit difficult task to do, but it’s not impossible. The main thing you can do only is to let the customer speak and you should communicate with them with respect and empathy.

Try out these tips for handling angry customers or strategies for dealing with difficult customers. You will be able to turn a negative situation into a positive one. And also, you will build a better relationship between the company and the customer. Hopefully this article helped you understand on "how would you deal with an angry customer?"


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Frequently Asked Questions

How to Deal with Angry Customers?

  1. Remain calm.
  2. Practice active listening.
  3. Repeat back what your customers say.
  4. Thank them for bringing the issue to your attention.
  5. Explain the steps you'll take to solve the problem.
  6. Set a time to follow up with them, if needed.
  7. Be sincere.
  8. Highlight the case's priority.

How to handle angry customer in difficult situations?

  1. Coping With Difficult Situations.
  2. Remember, Distress is Time Limited.
  3. Put the situation into perspective.
  4. Keep your thoughts Balanced and Truthful.
  5. Focus less on the stressor and more on Solving the Problem.
  6. Remember, You Are More Than This One Situation.
  7. Seek support from Family, Friends and/or Counselors.

How to deal with an angry customer?

  • Stay calm.
  • Shift your mindset.
  • Acknowledge their distress.
  • Introduce yourself.
  • Learn about the person you are talking to.
  • Listen.
  • Repeat their concerns back to the customer.
  • Sympathize, empathize and apologize.

What is the best strategy to use in dealing with angry customers?

If the customer gets louder, speak slowly, in a low tone.  As you approach the situation with a calm, clear mind, unaffected by the customer's anger, their anger will generally dissipate.

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