If you’re responsible for providing customers with assistance and troubleshooting problems, I’m sure you occasionally have to deal with an angry person. People get frustrated when things don’t go their way, and unfortunately, they sometimes take it out on the people who are trying to help them.
Getting yelled at by angry customers is upsetting. And trying to help those customers (and calm them down) can be really difficult.
So what’s the best way to manage angry customers? Try these four techniques:
- Let the customers vent – A lot of angry customers want the opportunity to fully explain their situation. Give them the chance to do that. Don’t cut them off or interrupt. Instead, just listen to them as they talk. People appreciate it when they feel like their complaints are being heard. Giving customers the opportunity to vent their frustrations will help them to calm down and start to feel better.
- Call customers by their names – Calling someone “ma’am” or “sir” is really formal and kind of off-putting. It’s much warmer and more personable to call customers by their names. It will help you to establish a relationship with them, and make them more willing to work with you to find a solution to their problems.
- Follow their lead – If your customer is the kind of person who likes to make small talk, make small talk. If your customer likes to get straight to the point, you do the same. Take your cue from your customers, and try to match your conversational style to theirs. They’ll feel more connected to you and be more open to your help.
- Smile – If you’re talking to a customer on the phone, smile while you talk. Your voice will take on a friendlier tone. If you’re talking to a customer in person, smile when appropriate. It will be much harder for a customer to stay angry at you when you’re being so friendly.
Good luck! And remember to keep smiling!
Augustine, A. (n.d.). 4 brilliant tips for dealing with angry customers. The Muse. Retrieved from: https://www.themuse.com/advice/4-brilliant-tips-for-dealing-with-angry-customers