There Are Ways To Handle Angry Customers
Dealing with angry customers takes special care and thinking. If you handle anger with anger, you are going down the wrong path. Here’s why. I get angry, you get angry, and so does every human being on this planet.
Remember the last time you were outraged? Were you in control? Were you rational in your thinking? No, You were not. You were acting in a way much different than you would when you are calm.
Okay, so now we agree that when we are angry, we are not thinking rationally, right? So when your customers are mad, would it be correct to say that they are not thinking logically? Yes, it would, and it’s reasonable to act that way when you’re angry.
A Temporary State of Mind
When dealing with an angry customer, we have to stay calm and realize that the person you are speaking with is in a temporary state of mind.
The person is unreasonable in actions, decisions, and behavior. When you are clear about this and remember it, you’ll take the appropriate steps.
Here’s a tip to help you communicate with your angry customer: you don’t want to say things like calm down or anything that will increase the person’s anger.
If you have a customer who is angry because he’s been ignored and has waited for assistance for 30 minutes, don’t say something like “We are swamped” or “We are doing our best.”
You would be much better off saying something like, “I’m so sorry you had to wait so long. That’s totally unacceptable. I do apologize for that. Please let me take care of you right away, and because you had to wait so long, I’ll make sure you get a 5% discount”.
Using this approach, you have a much better chance at turning an angry customer that you’re about to lose, and who will spread bad publicity about your business, into a happy and possibly a lifetime customer.
Figure Out What The Problem Is
It’s best to figure out what the problem is and do your best to find a quick solution. Acknowledge that this person has had a bad experience, and offer some type of support. At all costs, avoid aggravating the customer further.
Will it work ALL the time? I wouldn’t bet on it working 100% of the time, but I know that it’ll work most of the time, and I’m sure it is better than fighting anger with anger.
It’s not a game of right or wrong, it’s a game of finding a quick solution. Have you heard the famous phrase the customer is always right? Well, customers are not always right, but in their minds, they are.
To keep your customers calm, you have to stay calm. There is no way you’ll be able to calm a customer if you’re yelling at them. Keep your clam, and just remember that they are going through a temporary tantrum.
Usually, if you let them get the frustration out of their system by talking, and if you can bear their yelling, then they will calm down once all that energy is out.
Another approach is to acknowledge the situation and simply ask the customer something like, “What would you like me to do?” Don’t be afraid of asking. If the customer asks for something you can’t provide, you’ll at least have a good idea as to what he wants, and you’ll be better equipped to find a solution.
For example, if the customer says, “I won’t pay for this service,” you can say, “I can’t do that, but would a 35% discount work for you?”
Sometimes all that’s needed is recognition. That’s right, the customer simply doesn’t want anything except the acknowledgment that a mistake has been made.
Everyone is different, and each case has to be dealt with accordingly. Sometimes you’ll be successful; sometimes, it doesn’t matter what you do. You won’t be able to make a difference, but you will have done your part. You can’t please everyone, but you can do your best to try!
That’s The Way I See It!