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How to Deal With an Angry Client

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Angry_Cat

Have you ever been faced with an angry customer or client? No matter what, it’s probably going to be tense and stressful. But you can make the situation less upsetting if you’re prepared. You need to know how to handle angry clients, mitigate their anger, and resolve the situation (if possible).

Follow these steps:

  1. Stay calm. Even if your clients are angry or yelling, don’t respond in kind. Take a deep breath, control your emotions, and keep a pleasant look on your face.
  2. Don’t take it personally. It’s hard not to get upset when clients are yelling at you and possibly criticizing something that you’ve worked hard on. But try to remember that even though you’re doing quality work, people often have different opinions about how things should be done. It’s not a reflection on you or your skills.
  3. Listen. When people are angry, they need to vent. They need to express why they’re angry and feel like they’re being heard. So listen to what your clients are saying. Don’t interrupt, cross your arms, or look impatient. Make eye contact, nod as your clients are speaking, and give them the opportunity to fully explain why they’re angry.
  4. Be sympathetic and apologize. After your clients have had the chance to express their feelings, show some sympathy. Tell them that you can understand why they’re unhappy. And then, even if it’s not your fault, apologize. Tell your clients that you’re sorry that they experienced this situation.
  5. Figure out a solution. Focus on what will make your clients happy and what you can do to make them pleased and satisfied. Ask your clients to be specific about what they think should be done. Remember to stay calm and positive. You might not be able to resolve the situation right away, but tell your clients that you’re going to make an effort to make things better.
  6. Take a break. After dealing with angry clients, you’ll probably feel physically and emotionally drained. So talk to a friendly coworker, take a short walk, or make yourself a cup of tea. Allow yourself a few minutes to relax and regroup.

 

Newtek. (2013, August 2). 7 steps for dealing with angry customers. Forbes. Retrieved from: https://www.forbes.com/sites/thesba/2013/08/02/7-steps-for-dealing-with-angry-customers/#6725c5b66d27

 

How to Manage Angry Customers

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Dealing_With_Angry_Customer

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:

  1. 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.
  2. 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.
  3. 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.
  4. 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

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