How to deal with an angry customer

Dealing With An Angry Customer

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dealing with an angry customer

Dealing with an angry customer is an experience everyone has faced one way or the other in the service business either servicing a client or an end consumer.

Some examples include:

Late shipment of products. eg Brazilian lace frontal wig 

Tracking information not provided

Insurance  cover issues  etc…

There is always going to be a time in customer service experience when a customer was displeased.

So these are the 7 proven steps in dealing with an angry customer professionally.

Remaining Calm

 It’s hard not to react to an angry customer who attacks a business either a worker or anyone in charge of the business.

It is ethical to remain calm and not reactive about it even when the customer screams at you.

Remaining calm by maintaining control of oneself is the first step in dealing with an angry customer

Don't take it personal

Never forget an angry client or customer is angry because of a product or service provided to them not because they have other intentions against any worker or company as a whole.

Therefore,never take whatever an angry customer or client says personal and act professionally

Practice reflective listening

Never object to an angry customer’s complaint or try to defend your actions. Being patient and listening reflectively helps identify  the true cause of the complaint.

A complaint about a late delivery could actually be about they needing the product or service days ago.

Maybe the true purpose of the product or service was for an event that just passed a couple days ago (wedding,friends party or any event they wanted to go with that particular product) so reflective listening helps in  dealing with an angry customer knowing the real reason why they upset.

Although they might not have paid for quick delivery and the shipment was just right on time ,they might still be angry  not because the product got shipped late but because they did not have it in time for the purpose they needed it for.Therefore practising reflective listening help in dealing with an angry customer.

Always have it in mind that angry customers don’t have anything against anyone  personally but the services or products 

Actively Sympathise

The saying, ”The customer is always right‘‘ is  a positive business ethic that further a business’ reputation by treating customers and associates as human beings. This statement is not entirely true because most of the time you find the customer being in the wrong however that doesn’t mean you shouldn’t agree with them.

The customer isn’t always right but you should still agree with the customer.

What this means is that most times customers get angry about a service or a product based on a bad experience.These are 2 steps to help sympathise with them.

1.Agree with them

Agreement is one of the most powerful persuasion tools and listening techniques in terms of customer service to dealing with an angry customer for a good brand reputation.This is because agreeing with an angry customer lowers all attacks since he or she expects being objected to and defence of a company  therefore,agreeing with them cools their anger off even though you might be right.

This doesn’t mean to say they are correct but just agree with them and then state how you feel or how you would go about it.

2.State your  opinion.

State your opinion after agreeing with an angry customer.It comes off in a less aggressive and offensive way in trying to express your point.

This tips can also be applied in our personal lives:with a person or an organisation that doesn’t like us comes in to attack us or against us in some way.Agreeing with them lowers their offence between you and them.This helps in negotiating a solution  to the problem 

Apologise Gracefully

After agreeing to an angry customer, Apologise sincerely to them.Very genuine that you done something wrong and you take blame for it.

Perhaps,it wasn’t entirely  your fault but when a client or customer is unhappy,an apology is needed regardless of how picky they are or someone else’s fault as a service provider.

Offer a Solution

This could be a free replacement product ,discount code or any other satisfactory process fair to both side in dealing with an angry customer.

Take a few minutes on your own

After the situation is resolved ,don’t jump back to work .

Take a short walk.

Treat yourself to a snack or find someone to talk to who makes you laugh or better yet your social media for some funny memes or videos just to put you back in a good mood.

Don’t Forget an Angry customer is an opportunity for you to showcase your customer service. 

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