How To Respond To Angry Customers

Customers can get angry or rude for a number of reasons; some may be justified, while others may not. But because we’re in business to offer service to our customers, we’re likely to encounter angry or rude individuals at one point. The way we respond to them can be the difference between satisfying such a customer and frustrating them. A frustrated customer will leave your business for another at the slightest opportunity, while a satisfied customer can resist even the sweetest offers to dump your business for a competitor. As a business representative, it is important to understand how to deal with angry customers face to face, and equally important is to know what to say to an angry customer when you encounter one. Here’s what to do should you encounter an angry customer.

Stay calm and exercise your listening skills

When an angry customer confronts you, it’s important to avoid escalating the situation further. All you should do is to give them attention all the attention they require and restrain yourself from responding in a similar manner. Avoid panicking.

Avoid personalizing the situation.

When a customer yells at you, they have an issue with the quality of service or product you're offering them. Therefore, act in the best interest of the business at heart. Put your personal feelings beside the point they’re making.

Actively sympathize with them.

When you encounter an angry customer, understand that they want you to understand what they’re going through. Express sympathy for the unpleasant customer experience. You make it easier to resolve the customer’s issues satisfactorily when you show respect and understanding of their feeling.

Apologize gracefully & find a solution

Whether the client is right when complaining or not, ensure you follow your sympathy with profuse apologies for the perceived issue. It's not your role to determine whether the customer is lying or not before you can offer your apology. Once the customer has calmed down, find a solution to their problem. Even after finding a solution, ensure you offer them an apology for the undesirable customer experience.

Take a time-out

After you’ve resolved the issue, take a few minutes on your own to get over what you just experienced with the customer. It is important in helping you recover from the experience, and maybe energize you to continue serving others.

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