7 Step Effective Guide on How to Handle Angry Customers
This guide provides insights on managing angry customers effectively, understanding their grievances, offering solutions, ultimately enhancing customer satisfaction and loyalty for businesses.
Are you even running a successful business if you haven’t dealt with an angry customer at least once in the business’s lifetime? Angry ones, just like the happy ones, are common scenarios every business deals with regularly.
When a customer is unhappy, they are more likely to leave a negative review almost immediately amongst their peers – which potentially damages the business reputation. Offer one less than average service and 96% of the customers will cut ties with a brand!
How to deal with angry customers, then? Although we might not at all eradicate irate customers, we can minimize their number. In this article, we’ll explore the strategies to manage as well as mitigate the negative interactions. So without a further ado, let’s jump right in!
Table of Content
- 1 Angry Customers : Definition
- 2 6 Reasons Why Customers Get Angry
- 3 How to Deal with Angry Customers: 7 Steps
- 4 The Importance of Helping Upset Customers
- 5 6 Types of Angry Customers and Ways to Handle Them
- 6 What to Avoid When Dealing with Unhappy Customers
- 7 Tips for Responding to Angry Customers
- 8 Examples of Making Angry Customers Happy
- 9 Why handling Angry Customers Impact Business ?
- 10 FAQs on Angry Customers
Angry Customers : Definition
Angry customers are individuals who are dissatisfied with a product or service. They express their frustration, disappointment, or anger towards the company responsible for their negative experience. The dissatisfied customers may have encountered issues such as poor product quality, delayed delivery, rude customer service, or any other problem that has led to their dissatisfaction.
It is important for businesses to address the concerns of an irate customer effectively to prevent further damage to their reputation and to retain customer loyalty. Angry customers can have a significant impact on a company’s bottom line, as they may choose to take their business elsewhere and share their negative experiences with others through word-of-mouth or online reviews.
6 Reasons Why Customers Get Angry
We know customers are angry when they get back to us in a rather irate mood. But, what makes them angry? Is it poor product quality? Maybe. However there are few more reasons we can think of. Here’s the list:
- Poor customer service: Customers expect to be treated with respect and courtesy. When employees are rude, unhelpful or dismissive, it can lead to frustration and anger.
- Long wait times: Whether it’s on the phone, in line at a store, or waiting for a response to an email, customers don’t like to be kept waiting. Long wait times can lead to impatience and anger.
- Miscommunication: When customers feel like they have not been given accurate information or have been misled in any way, it can lead to feelings of anger and betrayal.
- Unmet expectations: If customers have high expectations and those expectations are not met, they may feel disappointed or even worse, angry!
- Lack of empathy: Customers want to feel heard and understood. If they feel like their concerns are not being taken seriously or empathized with, it can result in anger.
- Difficulty resolving issues: If customers encounter issues with a product/service and have difficulty getting them resolved, it leads to feelings of helplessness as well as anger.
How to Deal with Angry Customers: 7 Steps
Dealing with angry customers is an inevitable part of working in customer service. Whether you work in retail, hospitality, or any other industry that involves interacting with customers, chances are you will encounter an upset customer at some point. It’s important to handle these situations with professionalism to resolve the issue and leave the customer satisfied.
Here are some steps to help you deal with angry customers:
Step 1: Stay Calm and Listen
When dealing with an angry customer, it’s important to remain calm and composed. Take a deep breath and listen carefully to what the customer is saying. Let them vent their frustrations and express their concerns without any interruption. It’s important to show the customer that you are taking their concerns seriously and that you are willing to listen to them. Do not take what they say personally.
- Focus on interaction: Take a deep breath before responding to the customer to help you remain calm and focused during the interaction.
- Active listening: Practice active listening by allowing the customer to voice their concerns without interrupting them.
- Stay positive: Use positive body language, such as maintaining eye contact and nodding, to show the customer that you are attentive to their needs.
Step 2: Empathize with the Customer
Put yourself in the customer’s shoes and try to understand why they are upset. Empathize with their situation and let them know that you understand their frustrations. Use phrases like “I can see why you would be upset” or “I would’ve felt the same in your place” to show empathy towards the customer.
- Care for customer’s concern: Show genuine concern for the customer’s situation and demonstrate your willingness to help them find a solution.
- Empathize: Show empathy by acknowledging the customer’s feelings and demonstrating that you care about resolving their issue.
Step 3: Apologize
Although the customer’s anger is not justified, it’s important to apologize for any inconvenience or misunderstanding. A sincere apology can go a long way in defusing the situation and showing the customer that you are committed to resolving their issue. Be sure to apologize even if you are not at fault, as it helps to calm the customer down and move towards a resolution.
- Acceptance: Take responsibility for any mistakes or errors on your part, even if it wasn’t directly your fault.
- Stay humble: Express regret for the inconvenience and show willingness to make things right.
Step 4. Take Ownership of the Problem
Instead of placing blame or making excuses, take ownership of the problem and assure the customer that you will do everything in your power to resolve the issue. Show the customer that you are committed to finding a solution and that you are willing to go above & beyond to make things right.
- Be responsible: Accept responsibility for finding a resolution to the customer’s issue and follow through on your commitment.
- Be proactive: Demonstrate proactive problem-solving by taking immediate action to address the customer’s concerns.
- Update customer: Keep the customer informed throughout the process and provide updates on the steps you are taking to resolve the issue.
Step 5. Offer a Solution
Once you have listened to the customer’s concerns and empathized with their situation, it’s time to offer a solution. Work with the customer to find a resolution that meets their needs and addresses their concerns. It could involve issuing a refund, providing a replacement product or offering a discount on their next purchase. Be flexible and willing to compromise in order to satisfy the customer.
- Clearly understand the problem: Take the time to fully understand the issue at hand before offering a solution. It will ensure that your solution is tailored to the specific problem.
- Think creatively: Don’t just offer the obvious solution. Get creative and think outside the box to come up with innovative yet effective solutions that truly address the problem.
- Communicate clearly: Clearly communicate your solution to the person or team in need. Make sure they understand how your solution will address their problem and why it is the best option.
Step 6. Follow Up
After the situation has been resolved, be sure to have a customer follow up to ensure that they are satisfied with the outcome. It could involve sending a follow-up email or making a phone call to check in on the customer. By following up, you show the customer that you value their business and that you are committed to providing excellent customer service.
- Set a timeline: When following up on a solution you’ve provided, set a timeline for when you will check in to see how things are going. It shows that you are proactive and care about the outcome.
- Ask for feedback: When following up, ask for feedback on the solution you provided. It can help you improve for future situations and shows that you are open to learning.
- Offer additional assistance: If needed, offer additional assistance or support when following up. It shows that you are committed to helping find a successful resolution.
Step 7. Learn from the Experience
Dealing with angry customers can be a learning experience. Take the time to reflect on the situation and consider what you could have done differently to prevent or resolve the issue more effectively. Use the feedback to improve your customer service skills and prevent similar situations from arising in the future.
- Reflect on what worked well: Take some time to reflect on what aspects of your solution and follow up process worked well. It can help you replicate successful strategies in the future.
- Identify areas for improvement: Be honest with yourself and identify areas where you could have done better. Use these areas for improvement as learning opportunities for future situations.
- Seek feedback: If possible, seek feedback from the person or team you helped to understand how they perceived your solution and follow up. The feedback can be invaluable for your growth as a problem solver.
The Importance of Helping Upset Customers
What makes it important to help upset customers is that almost 80% of them will be forgiving to a brand if they receive good customer service! Dealing with unhappy customers can be challenging, but it is also an opportunity to turn a negative experience into a positive one and build customer loyalty.
Here are the importance of helping upset customers:
- Retaining Customers: When a customer is upset, addressing their concerns and resolving the issue in a satisfactory manner helps you retain the business. Research shows that it can cost five times more to acquire a new customer than to retain an existing one.
- Demonstrating professionalism: Handling upset customers with professionalism and empathy showcases your commitment to customer satisfaction. It also helps differentiate your business from competitors who may not prioritize customer service.
- Enhancing customer service skills: Dealing with upset customers provides an opportunity to enhance your customer service skills. Through effective communication, empathy and problem-solving, you improve your abilities in handling challenging situations while creating positive outcomes.
- Identifying areas for improvement: Customer feedback, especially complaints provide valuable insights into areas where your business may be falling short. By addressing customer concerns, you rectify any issues, leading to improvements in product quality and service delivery.
- Maintaining a positive reputation: These days, customer reviews and feedback greatly impact a business’s reputation. Resolving customer complaints in a professional manner helps maintain a positive online reputation and attract new customers.
6 Types of Angry Customers and Ways to Handle Them
54% of the customers say customer service is an after thought for businesses. Angry customers are common occurrences, more than you think. Now that we’ve discussed who they are and what they do, let’s focus on how to handle them.
1. The Complainer
This type of customer is never satisfied and will find fault in everything. They will nitpick every detail and will often escalate minor issues into major complaints. The key to handling this type of customer is to listen attentively, show empathy, while offering alternatives to address their concerns.
2. The Impatient Customer
Impatient customers want quick solutions and immediate attention. They’re often frustrated by long wait times or delays in service. An impatient customer needs quick resolutions. You give them what they need – respond promptly, acknowledge their frustrations and provide regular updates on the progress of their issue.
3. The Passive-Aggressive Customer
These customers may not show their anger outright, but they will express their frustrations in a subtle and indirect manner. They may make sarcastic comments or give backhanded compliments. Dealing with passive-aggressive customers requires patience and assertiveness. It is important to address their concerns directly and professionally.
4. The Overly Emotional Customer
This type of customer is easily triggered and may become emotional or irrational when expressing their concerns. They may raise their voice, cry or become overly dramatic. Handling overly emotional customers will require you to remain calm and offer reassurance. It is also important to set boundaries and maintain a professional demeanor.
5. The Perfectionist
Perfectionist customers have high expectations and will not settle for anything less than perfect. They may be demanding and critical, expecting flawless service at all times. To deal with perfectionist customers, it is important to exceed their expectations, address their concerns promptly and strive for excellence in all interactions.
6. The Vented Customer
A vented customer just needs to let off steam and vent their frustrations. They may not necessarily be looking for a resolution to their issue, but rather a sympathetic ear to listen to their complaints. Manage them by listening attentively, validating their feelings and offering support without taking their complaints personally.
What to Avoid When Dealing with Unhappy Customers
Everybody makes mistakes everywhere, sometimes even while handling an irate customer too! And that should be okay. The customer service representatives are also trying their best to mitigate the repercussions. However, there are certain scenarios that one must definitely remember to avoid.
Here are some things to avoid when dealing with unhappy customers:
1. Ignoring the issue: One of the worst things you can do when a customer is unhappy is to ignore their concerns or dismiss them. Ignoring the issue will only make the customer feel unimportant and unheard, ultimately leading to further frustration.
2. Being defensive: It can be tempting to become defensive when a customer is complaining about your product or service. But, getting defensive will only make the situation worse and cause the customer to become even more upset. Instead, listen to their concerns and try to understand their perspective.
3. Making excuses: Making excuses for why the customer is unhappy is not a productive way to handle the situation. Instead of making excuses, take responsibility for the issue and work towards finding a resolution.
4. Arguing with the customer: Arguing with a customer will not solve the problem and will only escalate the situation. It’s important to remain calm and professional when dealing with unhappy customers, even if they are being difficult.
5. Failing to follow up: Once you have resolved the issue with the unhappy customer, schedule a follow up to ensure that they are happy. Failing to follow up can leave the customer feeling unimportant and leads to them taking their business elsewhere.
6. Not offering a solution: When a customer is unhappy, offer them a solution to their problem. Whether it’s a refund, a replacement product or an apology, offering a solution shows the customer that you value their business and are willing to make things right.
Tips for Responding to Angry Customers
Whether you work in retail, hospitality, or any other industry where you interact with customers, you need to know how to handle their frustrations and concerns in an effective manner.
Here are the tips for handling with angry customers:
- Remain professional: Maintain a professional demeanor throughout the interaction, even if the customer becomes aggressive or rude. Avoid getting argumentative and focus on finding a solution to the problem.
- Stay positive: Dealing with angry customers can be challenging, but stay positive and maintain a positive attitude. Remember that every interaction is an opportunity to improve your customer service skills and build stronger relationships with your customers.
- Acknowledge their feelings: Validate the customer’s emotions by acknowledging their feelings. Put yourself in the customer’s shoes and try to understand their perspective. Let them know that you understand why they are upset and that you are there to help find a solution.
- Know when to escalate: If you are unable to resolve the issue on your own, know when to escalate it to a manager or supervisor for further assistance.
- Listen actively: Let the customer vent their frustrations and listen carefully to what they have to say. Show empathy and understanding towards their concerns, offer a solution that addresses their problem.
Examples of Making Angry Customers Happy
Dealing with angry customers is a common challenge that all businesses face at some point. But, how a company handles these situations can make a big difference in not only retaining the customer but also improving their overall reputation.
Here are some real-life examples of companies that have successfully turned angry customers into happy ones:
JetBlue Airways
In 2007, a snowstorm caused the cancellation of hundreds of flights for JetBlue Airways, leaving passengers stranded and frustrated. Instead of ignoring the issue, JetBlue’s CEO, David Neeleman, took responsibility for the situation and issued a public apology. The company also implemented a Customer Bill of Rights, which outlined the compensation passengers would receive for future flight disruptions. This proactive response helped to restore customer trust and loyalty.
LEGO
LEGO is known for its quality toys as well as customer service and they once sent a young boy a replacement toy after he lost his special edition LEGO set. The boy along with his family were delighted to have such beautiful gestures from LEGO’s and continued to be loyal customers.
Ritz-Carlton
The Ritz-Carlton is a luxury hotel chain that is known for its exceptional customer service. If a guest has a complaint or issue during their stay, the Ritz-Carlton staff will go above and beyond to make it right, whether it’s upgrading their room, offering a complimentary meal or providing a discount on their stay.
Warbly Parker
Warbly Parker is an eyewear company that offers a home try-on program, allowing customers to test out different frames before making a purchase. If a customer is not satisfied with their glasses, Warbly Parker offers free returns and exchanges to ensure that they find the perfect pair.
Adobe
Adobe, a multinational software company, values customer feedback and strives to address issues promptly. When a software glitch affected a customer’s work, Adobe’s technical support team worked around the clock to resolve the issue and provided a complimentary upgrade as a gesture of goodwill. The customer was impressed by the company’s dedication to customer satisfaction.
Why handling Angry Customers Impact Business ?
The way a business handles angry customers can have a significant impact on its success. By addressing customer complaints and issues promptly, businesses improve customer satisfaction, loyalty as well as retention.
Failing to properly handle angry customers results in negative reviews, damage to the brand reputation, and loss of business. It is essential for businesses to train their employees on how to manage difficult customers as well as provide them with the tools and resources needed to resolve conflicts.
Treating angry customers with respect and care turns a negative experience into a positive one while also strengthening the relationship between the customer as well as the business.
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FAQs on Angry Customers
What is the importance of dealing with angry customers?
Dealing with angry customers is an inevitable part of working in any industry that involves customer service. While it may not be the most enjoyable aspect of the job, it is incredibly important to handle these situations effectively in order to maintain a positive reputation for yourself and your company.
What makes a customer angry?
Customers can become angry for a variety of reasons. It could be due to a product or service not meeting their expectations, a misunderstanding or miscommunication, or simply a bad day on their part. Regardless of the reason, it is crucial to approach the situation with empathy and understanding.
How to respond to an angry customer?
When responding to an angry customer, it is important to remain calm and composed. Acknowledge their concerns and apologize for any inconvenience they may have experienced. Listen actively to their complaints and try to find a solution that satisfies both parties. It is also important to communicate effectively and ensure the customer feels heard.
Is it worth it to deal with angry customers?
Dealing with angry customers can be challenging, but it is worth it in the long run. By handling these situations effectively, you have the opportunity to turn a negative experience into a positive one. Customers who have their concerns addressed efficiently are more likely to continue doing business with your company and may even become loyal customers in the future.
