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April 13, 2019

How to Calm Angry Customers

At some point, everyone must deal with angry customers who may use a variety of tactics to show their displeasure. Next time you are faced with angry customers, keep these tips in mind to resolve the issue and consistently deliver quality customer service.

  • Stay Calm

One of the greatest challenges in customer service is staying calm when a person is angry. Angry customers often need to vent until they have released their frustration. The key is to not take customers’ behavior personally. They are only reacting to an event, and their anger has nothing to do with who you are. Focus on uncovering the issue behind the anger and do what is necessary to resolve it.

  • Practice Active Listening

Allow irate customers to speak as long as they need while you actively listen to their complaints. Try to avoid interrupting or offering a solution too soon. Acknowledge them by nodding or stating that you understand. Tell them that you are sorry about the situation, even if it is not your fault. Once they have released the majority of their anger, repeat their concerns to let them know that you have fully understood their complaint. (See my blog post Listen and Learn for more information.)

  • Agree to a Solution

There are several tactics that can be used to arrive at a solution with angry customers. Sometimes, customers will have a solution in mind that may be acceptable. If your company already has a policy in place for the specific situation, you can offer that solution to them. After arriving at a solution, take action immediately so that the issue is resolved as quickly as possible and follow up with customers at a later date to ensure continued satisfaction.

Remember that there is often a lesson in every customer encounter. As Bill Gates once said, “Your most unhappy customers are your greatest source of learning.”

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