10 Tips on How to Deal with Angry Customers
By Rachana Chotia / In Customer Support / April 12, 2021 / 10 Mins read
By Rachana Chotia / In Customer Support / April 12, 2021 / 10 Mins read
Every business once in a while faces a situation where they come across a difficult customer. While handling content and satisfied customers is easy, the time and energy that a business needs to handle an angry customer is relatively more.
The cause of dissatisfaction is not always easy to identify. It can range from a lapse in service, fault in the product, or even lack of after-sale service.
As the person handling the situation is also a human, there is a chance that the case will turn out to be frustrating and even more irritating for both parties involved.
If handled correctly, an agent can convert a bad customer experience into a long-lasting customer relationship.
Additionally, when an angry customer is satisfied, the feedback offered is of higher value as it provides pointers to improve the product or service. When focused and analysed thoroughly, such feedback can provide great insights that can add value to customer service.
And if you notice, most business’ success stories are based on how they can turn an angry, negative customer into an optimistic and loyal customer.
Creating an exceptional customer experience can move a customer from angry to delighted.
Another statistic by Glance suggests that even if there is an angry customer or unhappy customer, a business can expect 70% retention if the problems are resolved satisfactorily.
So, the question that arises here is “how to deal with angry customers?”
Before we understand this, it is equally important to identify common reasons why customers get angry. Once you know the reason, it’s easier to offer an appropriate solution.
There are an array of reasons for a customer to get angry.
To offer the right assistance to an angry customer, it is essential to know why the customer got angry in the first place.
A report by Zendesk suggests that 72% of customers feel that inefficient customer support emphasises them to explain their issue multiple times. We’ve all been there, and it’s not fun.
Below, we list some of the top reasons why customers get angry.
If the customer experience isn’t good, more than 80% of the customers cease business with the company.
This is where training your customer-facing teams becomes important. Using the below tips, you can upskill your agents to improve your customer’s experience.
Now, let’s look at the ways you can address angry (or difficult) customers.
By successfully identifying the reason for the customer’s anger or dissatisfaction, one can efficiently resolve the complaint.
Understanding the reason behind a customer’s anger offers the customer support executive the leverage to know the seriousness of the customer’s situation and expectation. This will help ensure the best service delivery.
But what’s the cost of bad customer experience?
A single angry customer can lead to negative branding as they share their experience on public platforms, where your potential customers are looking for reviews.
When the right tactics and tips are applied, your business can navigate the customer from a negative situation to a positive situation and use the opportunity to secure a long-term loyal relationship.
Some effective tips that one can follow in dealing with an angry customer are:
Listening to the customer patiently and understanding all the concern points makes it easier to identify the most appropriate solution to offer.
Interrupting an angry customer while they are speaking can aggravate the situation. For this reason, the agent should first listen to every minute detail before offering any suggestions.
Active listening is the key to handling most negative situations effectively and calming the customer.
Tip 1: Give full attention and deliver your undivided concentration to the angry customer.
When handling an angry customer, it is essential to ensure reverting most quickly. A delay in reply makes the angry customer escalate the issue.
We mean that putting the customer on hold for a long duration or avoiding them can increase their anger and cause damage to the brand’s image.
This is where the business can use chatbots. A survey by IBM suggests that chatbots can answer almost 80% of the routine questions and reduce customer support time, thus helping angry customers with standard questions.
Tip 2: Address customer complaints instantly before they escalate them on Social Media.
An important quality that every customer-facing role should cultivate is empathy. The idea is to put yourself in the situation of the other and think accordingly.
Usually, when a customer is angry and seeks help, try to be empathetic. It makes the customer feel that you genuinely understand their problem and are eager to solve it.
Acknowledging the concern by offering positive statements and assurance that you understand the customer’s problem and trying to help them in the best possible manner can calm the angry customer to a great extent.
Also, the tone at this point is fundamental. A calm and soothing tone will make customers feel listened to and cared for. Avoid using jargon and slang during such a situation.
Tip 3: Empathise with angry customers and use a soothing tone while talking to them.
Customer service agents often face the wrath of angry customers. It’s important to understand the customer is not angry with the agent.
While talking with the representative, the irate customer might speak in a harsh and loud manner. There are chances that it might reflect the disappointment he has towards the product or service in communicating.
By keeping this in mind, the customer support agent can keep their cool and handle the situation better.
Tip 4: Customers are angry with the situation they are in and not with the agent. Don’t take things personally and handle the situation calmly.
Root cause analysis is critical to offer the angry customer an informed and perfect solution.
The main objective of root cause analysis (RCA) is to understand what the actual problem is. Collecting all the details related to the problem, and measuring them correctly is vital to know the root cause.
As a company, you need to do this research. Sometimes the customer might not be able to explain the exact reason that’s getting them angry. Probing questions is the key that can help to reach the root cause. Once the problem’s root cause is identified, your agents can offer the solution.
But just offering the solution is not enough.
The proper implementation, monitoring, and feedback from the customer are important too.
Tip 5: Understand the underneath issue behind a customer’s issue to resolve the query as efficiently as possible.
Letting customers know of the next steps will assure them that you are taking them seriously.
Spell out the steps you are going to take and give them a timeline. It doesn’t matter if the process is simple or complex; knowing the process will mellow down their anger and make them feel at ease.
If you follow through on the steps and timeline, angry customers will be satisfied with how you handled the situation. This can turn angry customers into loyal customers.
Tip 6: When talking to an angry customer, be transparent about the next steps and stick to your words.
While in the service industry (or, in that case, any business offering products), make sure to apologise if required.
Seeking an apology has immense power. When the apology is made most appropriately, it can turn an angry customer into a satisfied and happy customer.
While apologising, the customer service representative should not hesitate or feel that it might affect him. Rather, making an apology can calm the customer down and help you to offer the solution easily.
Tip 7: A little humility goes a long way. Many angry customers can be calmed by apologising to them. So, don’t hesitate.
A simple positive gesture can change the mood drastically. When a customer complains about a product or service, thank them for raising the issue and voicing their concern.
This small step will help your customer support agent build rapport with the customer.
And it’s true too. While the customer has faced a difficult situation because of your product or service, they have also taken time out of their busy schedule to bring it to your attention.
Acknowledging this will help you to work with the customer to solve the issue.
Tip 8: Acknowledge and thank the angry customer for taking time to raise a complaint.
Not one can solve all the problems on the call. Various problems require analysis, time, and understanding from the customer service end.
In any situation, when you are interacting with an angry customer, ensure that you commit the timeline to solve the problem.
A business that never breaks a promise and goes beyond to solve the customer problem is more appreciated than others.
Tip 9: Based on the business’s actual capacity, commit to a deadline to resolve the issue.
It is related to the after-sale service in the most common terms. Follow-up service is crucial to know whether the customer is satisfied with the service or not.
It will also help the customer service provider know whether the resolution is appropriate and is working positively.
Following up after the resolution of an issue will make the customer even more happy and satisfied.
Tip 10: Once you’ve resolved an issue, follow up with the customer and ask them if they are still facing the issue or not.
Now you know the reasons that can make the customer angry and the tips on dealing with angry customers.
Now, let’s talk about a few points that one needs to avoid. Some of the most common things to avoid while dealing the angry customer are:
Handling customers is one of the most crucial tasks that the business needs to undertake. While one can resolve a lot by going for training, many customer complaints can be resolved by adopting customer support chatbots.
In their study, MIT Technology Review depicted that by using the chatbots and technological support in collaboration with human support, 80% of respondents reported measurable improvements in customer satisfaction, service delivery, and contact centre performance.
Managing angry customers will differ from case to case. But with the help of a proper understanding of the underlying issue and following the above tips, one can handle an angry customer efficiently.
Conversational AI can reduce the number of angry customers in the long run.
Offering a memorable and valued experience to the customer can help to build a better and more strategic relationship for the long term.
Content and Marketing, Verloop.io
Here to write about all things Customer Support Automation. If I’m not writing, I’m either reading or planning a trip.