How to Deal With Angry Customers
The customers are the backbone of any business. They are the ones who make it possible for you to stay afloat and keep your company running. Without them, there is no one to buy your products or services, so you must take their concerns seriously and do everything in your power to solve their problems as quickly as possible. You'll find that most people just want a little help with something they can't figure out on their own, so by giving them some time and attention now, you can turn an angry customer into a happy one!
Have you ever received a phone call or email from an irate customer? It is never fun to have an angry person yelling at you. If this happens, here are some tips on how to handle the situation.
Remember, Don't Take it Personally
It's often hard not to take a negative situation like this to heart, but try your best to remember that the person on the other end of the line isn't mad at you personally. If they were able to find their way through voice mail or email to get in touch with you, chances are they just want an answer to their problem or question.
Listen Without Interrupting
Listen carefully to what the person is saying and don't interrupt, no matter how difficult it may be not to speak up. This will allow you to understand the full extent of the problem and respond accordingly.
Let Them Know you are Listening
After the person has finished speaking, thank them for contacting you and let them know that you are listening. If you get this step wrong, it can make it seem like you are not paying attention or do not care about what they have to say.
Apologize Without Excuses
A simple "I'm sorry" is often enough. Don't feel like you need to say why your company made the mistake, this may only make the customer angrier.
Accept Responsibility for What Happened
If you are not completely sure why something went wrong, ask questions to find out more information without being argumentative. State clearly that it was not your customer's fault and that you are sorry that it happened.
Offer an Immediate Solution
When your customer is angry, they want to know what you are going to do fix the problem. This might mean getting them a replacement product right away or scheduling an installation for another day. If it is not immediately clear what to do, say so and tell the customer when you will call them back with an answer.
Offer a Concession
After you have offered a solution to the problem, offer something extra for your customer's inconvenience. When this is complete, end the conversation by asking if there is anything else that you can do for him or her at this time. If there isn't, thank them for calling and apologize again for the inconvenience.
Go Over Future Contacts with the Customer
If you will be calling back with more information, or if you will need to call them again in the future about this problem, tell them now and find out when is best to reach them. Call back on that date and time (or send an email) and make sure they are satisfied with your additional contact.
Dispute the Charge
If you believe that the customer is wrong and that his or her complaint is unfair, do not argue with them about it. If you still think that there might be a misunderstanding, try to clear things up by asking more questions and getting all of the facts before you respond. If it turns out that a mistake was made on your part, apologize for the error and figure out how to fix the problem so it doesn't happen again.
Follow up with a Customer
After you have resolved their issue or complaint, follow up with them to ensure they are still happy with your service or product. This will also help you to know what their future needs are so that you can continue to serve them well.
Act Professional
Never lose your temper, even if the customer is hurling insults at you. Never answer them in kind, either - they are trying to get a rise out of you and will be more inclined to leave you a negative review if you retaliate. Remain calm and speak politely to the customer, even though they may not be exhibiting these same behaviors towards you.
Apologize Sincerely
Before offering any solutions for a problem, make sure you apologize first for your error. This way, the customer will know that you acknowledge what happened and are sorry it occurred.
Offer a Solution Quickly
If the customer is complaining about a problem that you have created, offer them a resolution immediately. The longer they wait before hearing from you about the matter, the more frustrated and angry they will become. If it is outside of your control, apologize again and provide them with an estimated time frame in which you will have the solution.
Take Ownership of the Problem
No matter what has happened, if you are responsible for it, take responsibility without offering excuses. The customer is most likely already upset enough that they don't need to hear your reasoning, even if that reasoning is valid. Again, apologizing before offering a solution is the best way to go.
Be Prepared to Provide a Solution
This is the most important part of an interaction with a highly upset customer. You must be able to offer a solution. The wording of the apology and the speed at which you can say sorry is nowhere near as important as coming up with this eventual remedy.
Ask Relevant Questions Without Making Assumptions
One of your main jobs as a support agent is to make sure that the customer understands what they are mad about and how they might be able to resolve it. One of the most common assumptions that support agents make is that they are angry about something. Don't rely on this - ask them why they are mad.
Conclusion
Handling angry customers can be difficult. It’s important to remember that the customer is always right, even if they are wrong. If you have an angry customer on your hands, it may help to talk them down by asking questions about what made them upset and how their experience with you could have been better for them. Remember not to take things personally when handling a disgruntled client - this will only make matters worse! Our team at Customer Care Experts has seen every type of irate customer imaginable, so we know just how challenging this job can be. We specialize in helping businesses thrive despite these situations through our top-notch training programs and exemplary service offerings.
