If you are doing it right, it won’t be every day that you have to come to grips with customers who are at the end of their tether. But when you have to, it takes an awful lot to defuse the situation. Given the reality, it is only practical to seek ways to treat an angry customer.
To begin with, an angry customer isn’t the most terrible thing that’s out there. As long as you deal with it cautiously, you can save the day.
According to a recent research, 91% of unhappy customers who don’t complain simply churn.
This can only mean one thing-depending on how you look at it; this difficult situation could be an opportunity to learn and do better next time. In fact, every complaint is a handout that can be used to build a better relationship with your customer.
So here are some invaluable tips by Reputed Brand and Business Transformation Expert, Hirav Shah for dealing with an angry customer.
Table of Contents
6 ways to handle angry customers
1. Listen
Be fully present and be an active listener. Pay full attention to the intent and emotions behind their communication. You have to try and focus on understanding their problem, not the anger in their words.
To show the customer you are closely listening, it would be great to paraphrase their complaint and ask clarifying questions. But make sure never to interrupt them. Never !!
2. Apologize
Even though you think an apology is unwarranted, most say that apologizing for the problem your customer encountered, goes a long way. An honest and moving apology will show the customer you care about them. Empathizing with them will surely de-escalate the issue at hand.
3.Maintain your calm
Although it might be tempting to match their anger and respond similarly, avoid that at all costs. Do understand that you’ll have a more productive conversation if you can remain calm and composed.
Avoid negative language as it will only add fuel to the fire. Default to positive words and avoid using phrases that may come off as offensive or belittle them.
4.Be professional in taking criticism
Never take a customer’s anger personally. They’re not angry with you; their real anger is directed at the product or service that was offered to them. Got it !!
5. Resolve the issue
Your words mean nothing if your actions can’t prove it. So your primary goal should be to resolve your customer’s issue without any delay.
If your team can’t solve it immediately, it would help to set expectations with them, so they know when their issue will be resolved. If needed, pass on the issue to a senior member of the support team or your manager.
6. Satisfaction Surveys
Time after time, it has been proved that a dissatisfied client is part of a bigger picture. It is a reminder to be attuned to your customers’ needs. What better way to do that, than by conducting customer satisfaction surveys. You will also get a reality check !!
Final Thoughts
Manage stress for small business owners is an everyday task if you are meeting different levels of customer, The thumb rule of customer service is that the customer is always right . Put yourself in their shoes. As a business owner, your goal is to solve the problem, not argue. The customer needs to feel like you’re on his or her side and that you empathize with the situation-Tells Business Enhancement Expert and Business Advisor, Hirav Shah.
“It takes months to find a customer but seconds to lose one, remember” !!-Concludes Hirav Shah.
