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Whether you are in retail, e-commerce, healthcare, or a front-facing role in any other organization, you may have experienced a furious customer. ‘How to handle an angry customer‘ is something every customer executive has asked themselves. Companies must train their customer support teams on how to deal with angry customers.
Regardless of how efficient you are in handling customers, things are bound to get out of hand every once in a while. In such a situation, how you react determines if you have a satisfied customer or lose the business altogether.
In this article, we walk you through how to handle irate customers with some effective examples of dealing with angry customers:
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Treat Every Complaint As An Opportunity
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Stay Calm
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Listen
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Repeat The Concerns To The Customer
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Apologize
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Empathize
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Offer Solutions To The Customer
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Building Trust With The Customer
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Thank the Customer
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Follow Up
1. Treat Every Complaint As An Opportunity
Before you find the answer to how to handle an angry customer, know that a complaint is an opportunity to transform a poor customer experience into a positive one. How you respond to angry customers and how you handle such a situation will give your organization extra mileage in today’s competitive business landscape.
Rather than fearing an angry customer, work on your products for a better outcome and a fruitful relationship with your customer. Attach due importance to all complaints because they help in delivering value and better customer experience rather than only being concerned with how to handle an angry customer.
2. Stay Calm
Sometimes a customer might be noticeably troubled or furious. Despite their demeanor, you have to keep in mind the instructions laid down on how to handle angry customers. Keep a smile on your face and use other non-verbal communication cues, like eye-to-eye contact, , to make your customer feel welcome. These show that you are available for cooperation.
3. Listen
Listening is key when getting an angry customer to be more amenable. If you’re wondering how to handle an angry customer, this is important. By not interrupting them, you offer them a chance to communicate their dissatisfaction. Once they have vented, an angry customer is likely to be more open to working out a solution.
4. Repeat The Concerns To The Customer
To show the customer you are listening attentively, rephrase their grievance and ask pertinent questions. It also clarifies the problem to you while you are considering how to handle an angry customer.
5. Apologize
Even if the customer’s complaint questionable, offer an apology for the issue they are facing. If the mistake is undoubtedly yours, acknowledging it and telling the customer you’re truly sorry will go a long way in repairing the damage. This is another point in how to deal with angry customers.
Be sincere in your apology. A basic, clear assertion is all that is required. It can be something like: “Please accept my apologies that you’re not satisfied with our product. We will try our best to make things right.” The answer to the question ‘how to deal with angry customers‘ is incomplete without this part.
An expression of remorse shows the customer you can comprehend their disappointment. Offer a short clarification, yet don’t drag this out. It must not be something over the top.
6. Empathize
Empathy helps guide your response when you do not know how to handle an angry customer. Empathizing with the irate customer does not really mean having to agree with them. It generates relatability with the customer. If the conversation is heating up, showing empathy will help de-escalate the situation. Even if you’re still figuring out how to deal with angry customers, this is a must.
7. Offer Solutions To The Customer
Some annoyed customers need to communicate their disappointment and your attention is all they need. Others are searching for something more concrete, like a discount or do-over of a task. Offer an answer and be available to talk about it further. Offering the relevant solution to the customer is the final step in learning how to handle angry customers.
8. Building Trust With The Customer
The customer’s trust in your organization will erode if no timely solution is provided. If your product or service has a lacuna, it’s alright. You’ll simply have to work harder to gain trust.
In the context of deliberating how to handle angry customers, show the customer you have given the complaint due attention and have a full grasp of the issue at hand.
This will prove that you’re fit to help them. Give them a background perspective on the issue and apprise them of the possible solutions.
9. Thank the Customer
To conclude the grievance redress process, thank the customer for raising their issue. You can further assure them that your service is available should they face similar problems in the future.
10. Follow Up
Customers are made to feel unique when there is a follow-up, which strengthens the customer’s trust in the organization or brand. Customers should always be given the opportunity to be heard. Following up with consumers might help them have a better overall experience with your business. Customers will feel more comfortable doing business with you if you do it this way.
To ensure that your organization receives continued business, nurture the relationship with the aggrieved customer. Follow up with them to find out whether they are satisfied with the solution. You can email them or make a call. This is one of the effective examples of dealing with angry customers.
Dealing with angry customers is troublesome, yet all the same, it isn’t difficult. Make sure you allow the customer to vent their disappointments. Subsequently, offer them an empathetic response. (madisonavenuemalls)
Communication is one of the most crucial components in pacifying an angry customer. If communication isn’t right, then it’ll cause harm. If it’s on track, it’ll lead to an amicable solution. With Harappa’s Find Success With Clients pathway, employees at all levels will scale the barriers that are holding them back. Written and verbal presentation skills, storytelling, and active listening are some key soft skills they’ll unlock. The pathway will inspire them to put their learnings into practice for a new, invigorated workforce!
