Handle a customer who is angry

This is much more effective when dealing with angry customers than addressing a nameless entity who could be anyone. Addressing the customer by name also shows them that you respect them. The first thing you need to do is show the customer you care and show them you truly understand the problem. When handling an angry customer, make sure you have all of the background information and order history for that customer.

Be honest and transparent with the customer. Give them a behind-the-scenes view of the things so perhaps they can even empathize with you. Remember, this is work, not your personal life. They had a certain expectation when they purchased a product and they experienced a problem.

If you take it personally, you risk getting angry with the customer and this is when the situation becomes worse. Taking it personally also brings your own spirits down, and that can negatively affect your overall quality of work and mental well-being.

When it comes to handling an angry customer, support teams must be skilful in the language they use. Negative language will only add fuel to the fire, whereas positive language is an ingredient to help tame a heated situation. Avoid using language that implies the customer is wrong or makes them feel isolated.

Instead, using positive language will help instil confidence with the customer and begin to turn a negative situation into a positive one. Your primary goal when handling an angry customer is to resolve their issue.

Are there workarounds? Is there something you or the customer can do themselves immediately to satisfy their needs? If so, let them know. Set expectations with them so they know when their issue will be resolved. By not interrupting, you give them an opportunity to express their frustrations, after which they will most likely be more amenable to working on a solution with you.

Stating the problem shows that you are listening and paying attention. This also confirms for yourself exactly what the problem is so that there is no misunderstanding. For example, "Just to be sure that I understand, you are upset that the cake you ordered did not feed 24 people, and it was also missing the layer of strawberry jam at the center that you had requested.

Show respectfully that you understand why they are upset, and try to put yourself in their position to see how you might feel in a similar situation.

This might help place you in a more understanding frame of mind to craft a solution. Verbalize your sympathy and apologize clearly and unequivocally. For instance, "I am so sorry our landscapers mowed over your daughter's wildflower seedlings in your yard.

I can understand how upset you must be. Those must have taken quite some time to grow. Some upset customers just want to express their frustration, and your listening is all they need. Others are looking for something more concrete, such as refund or do-over of a job. Offer a solution, and be open to discussing it further. For example, "I understand that the steak was not cooked to your requirements, and again, we are so sorry your special meal was ruined.

Could we offer you another steak on the house or any other entree on the menu? We'd also like to offer you both complimentary dessert. To close the interaction, thank the customer sincerely for bringing up their concerns. Your aim is to provide the best goods and services, and all feedback helps in this regard. You can also express the hope that you have retained that customer for the future, such as "I hope the water views from the balcony in the new room made up for not getting the suite on the floor you had requested.

We hope to see you stay here with us again. Even if you are in customer relations and interact with irate customers on a regular basis, a state of mental equilibrium will help you refresh your mind and deal with your next customer just as effectively.

Speak to a friend, take some calming deep breaths or if time and rules permit, go for a short walk to clear your mind before returning to your duties. To cement your relationship with the customer, follow up with them in a few days to make sure that they are satisfied with the solution you were able to provide. You can send them an email, a gift certificate in the mail or make a follow-up phone call. It is also important to follow up within your organization to find out why the situation occurred.

Make the necessary changes to avoid a reoccurrence of the problem. For example, a late order might show that employees were making it to the courier office too late in the afternoon, and a revised schedule may need to be implemented.

Always remember that if a customer is abusive to you or your employees, you should think of safety first and cut short the interaction. However, in all other cases, by remaining calm and sympathetic, and sincerely striving to find a solution to the customer's complaint, an angry customer can leave the business a satisfied and committed long-term client.

Your personal feelings are beside the point. Use your best listening skills. The first thing an angry customer wants is to vent. To do so, they need someone to listen—and, for better or worse, you are that person. Listening patiently can defuse a situation, as long as the customer feels acknowledged in his or her complaint. Hear them out. Body language can be critically important here. Keep eye contact. Stand or sit up straight. Keep your arms uncrossed. Actively sympathize. Express sympathy for their unpleasant customer experience.

Respect and understanding go a long way toward smoothing things over.