Angry Customers; 8 Ideas to successfully deal with them
Has anyone looked at you with killer eyes lately? Has anyone mentioned any of your illustrious ancestors? Have you felt like the referee of a football match after whistling a penalty against the home team?
Stop it right here! Those are behaviours you mustn’t tolerate. Especially if you work in customer service.
Respect, first and foremost. Customer service work can result in having to deal with uncomfortable situations in front of angry customers who may sometimes lose their temper.
And of course, handling such situations is not easy. Use your best smile, tune your nerves like a surgeon and take a look at these 8 ideas for dealing with an angry client – these might help you!
– Stay calm
This is the best way to deal with a situation where your interlocutor is likely to be very nervous. Don’t get caught up in his nervousness and you’ll be able to handle the situation much better. Also, remember that, like excitement, calm is also contagious, so if you keep your nerves under control you’ll probably see how the client also begins to relax little by little.
– Be respectful
Don’t lose your way. Your client may do so; if so, don’t play his/her game. The fact that the client says something wrong – because of nervousness or bad manners – is not enough to make you do the same.
– Don’t ignore the anger of the customer
Ignoring an angry person’s complaints is a direct way to increase their disgust. Is that what you want?
If the user who contacts you is angry they will want you to act accordingly and show them that you are aware of their anger. Verbally acknowledge his/her anger and at least he/she will perceive that you are not ignoring him/her. This will probably relax his/her attitude a little.
– This situation is quite important
It will be another way to ease the mood. In addition to letting them know that you perceive their anger, let them know that their problem is important to you and you will do your best to solve it. It will be another small “drop of balm” to calm the situation.
– Don’t rush the customer
Keep in mind that, as we were saying, when a person is angry, he or she will usually also be very nervous. Therefore, you will need to give him/her time to calm down and explain the problem. Listen quietly and interrupt as little as possible. The relief you get by explaining your situation without interruption will be one of the best ways to get the client to calm down.
– Ask the right questions
Once the client has unburdened himself/herself and feels calmer, it will be time to get down to work to solve his or her problems, and to achieve this you will need to obtain the necessary information that will allow you to understand what the problem is and what he/she needs. Ask the right questions, focus on what you really need to know and you’ll be starting to resolve the situation.
– Find the solution with the utmost diligence
Of course, you’ll always have to be diligent in your work, but when dealing with angry customers you’ll have to be especially careful – keep in mind that this ‘volcano’ will always be ready for a new eruption!
Fix the situation as quickly and diligently as possible. And if you don’t have the capacity to do so and you have to refer the issue to a third party, let the customer know and explain the situation clearly and let them know that someone else will take care of solving their problem with all possible interest and agility.
– Say goodbye in a very polite way
We know that you always do, that you are more elegant than a Hollywood actor in a cologne ad, but with angry customers you’ll have to use all your charm and be quite polite. Your client may already be calmer by now, and you may even have earned a little piece of his or her heart. You may have been able to solve his/her problems and he/she may have realized that it wasn’t that bad, after all, and he/she may even feel a bit embarrassed about being so angry.
Have you managed to handle the situation well and solve the user’s problems? Say goodbye to him/her with courtesy and the satisfaction of a job well done. You did it!
Here are some ideas for dealing with angry customers. As we said before, this can happen with some frequency in the field of customer service, and it is not always easy to manage. But if you act professionally and in a good way, you’ll be closer to handling this kind of situation.
However, as you will also know if you are in this area, it is not all about knowing how to deal with angry customers. For example, having the right tools is essential to do a good job without having to lose your head in a sea of incidents. Since you’ve come this far, how about taking a few minutes to get to know Integria IMS?
Integria IMS is a program that includes, among other features, an incident management system (help desk software) based on tickets (ticketing) which is capable of helping in the management of customer service for companies and organizations.
Do you want to know more about what the Integria IMS ticketing tool can offer you? Click here: https://integriaims.com/en/product/help-desk-software/
In addition, you can also send us any questions you may have about Integria IMS. You can do it in a very simple way, thanks to the contact form at the following address: https://integriaims.com/en/company/contact/
Also, remember that Integria IMS has other very interesting features, such as an inventory or a project management system, among others.
Do not hesitate to send us your questions; there is a team behind Integria IMS that will be happy to help you!
And don’t forget to have a look at the other articles that we have published in this blog, we are pretty sure that you will like them.
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Alberto is one of the translators of Integria IMS. He is also a singer-songwriter and he also can play the guitar and the piano.