7 tips on handling angry customers
Working in customer service can be easy and rewarding when someone calls with a simple problem or complaint to solve. However, some customers make it tough to keep your composure.
When you are talking to rude or angry customers, it is a natural reaction for you to want to get angry in return — but you are at work and cannot let that happen. Summarized below are seven tips on how to handle angry customers without flipping the switch, whether it be on the phone, live chat, help sessions or any other service.
Don’t Take It Personally
Although angry customers take their frustrations out on you, they understand that you did not cause their problem. Allow them to vent their anger, but do not take it personally. Listen to their story without interrupting and then find a way to help them.
Never Argue Back
It is natural for customers that are upset to express their anger, but some customers can take things too far and your reaction may be to defend yourself. However, as a professional customer service specialist, you should never argue back. Maintain your integrity and be the better person.
If customers begin to be increasingly verbally aggressive, let them know that you understand their frustration and that being rude will not solve their problem. Let the customer know that you are there to help, but you cannot do so until they calm down.
Kill Them with Kindness
If your angry customer refuses to calm down, then kill them with kindness. Be sincere, respectful and understanding. Be sympathetic towards their situation and channel your inner empathy when dealing with their frustration.
By keeping calm and controlling your anger, you may find that your customer will ease up a little too. Try to make a joke to lighten the mood or share a story to show that you can relate.
Each person and situation is different, so be patient and understand that it may take a little longer for some angry customers to relax — and some may get angrier as the call or live chat continues. Stay in control and try to direct the conversation to a happy resolution. Do not rush the phone call or live chat, but keep in mind that you have other customers to help.
Know How to Apologize
When the time is right, apologize to your customer. I know how difficult it is to be sincere when you are trying to not lose your cool, but for the sake of soothing your customer, try your hardest to give a genuine apology. Depending on the customer’s complaint and the direction of the conversation, there are a few different ways you can apologize.
- “I’m sorry you are unhappy with your purchase. Let’s work together to turn things around.”
- “I’m sorry you didn’t receive your purchase on time. Let me find out what I can do to make it up to you.”
- “I’m sorry you are so frustrated. I understand where you are coming from and I will do my best to help you.”
Solve the Problem
Once your angry customer has finally exhausted his or herself, ask questions to gather facts on the problem. Work with your customer to find a resolution that satisfies the both of you or else you will go right back to where your conversation began.
However, keep in mind that you are running a business, so do not dilly-dally over a single complaint. The solution should be fair, efficient and justifiable for both parties.
Relieve Your Stress
End the phone call or live chat on a cheerful note and find a way to relieve your stress. Let your anger go away with your customer. Whether you take a walk around the office, drink a cup of coffee, eat a piece of candy or vent to a coworker, do not keep stress cooped up inside you.
If you do not relieve stress, you will be a ticking time bomb, waiting to lose your cool on the next angry customer — or even worse, your boss.