According to many studies and statistics: Customer service is one of the most important elements of modern marketing, and if you want to provide excellent service, you must know how to deal with an angry client professionally.
So if you are:
You work for a customer service representative at a company and want to improve your skills.
A manager in customer service is provided to develop the skills of the team.
Entrepreneur and want to know the best ways to do business with clients yourself.
So you are in the right place because in this guide you are about how to deal with an angry customer, you will learn about 13 practical methods based on scientific principles in dealing with clients.
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So, let’s back to the topic;
Unlike any other source, you will not find general advice here – like the one I trained in the company – such as:
Smile during the call because the smile appears.
Compensate the customer according to the company policy in case of a problem.
Your body language while talking to the customer is very important.
All this information you already know, which is why you will find here different strategies and methods such as:
How to deal with the client with the mind of the beginner (Zen Mind).
How to ask an angry customer the right questions, and the importance of this in reducing his anger.
How and when to apologize to the customer, according to customer service experts in the world.
What is a Hacking method to solve problems and how to use it?
How to get rid of fear.
And other ways that will help you to carry out your tasks to the fullest, which will make you an expert on how to deal with the angry customer as quickly as possible.
All this is presented to you in a simple and clear manner, with a lot of practical examples to complete your picture and come out with the most benefit from this article.
Let’s start by showing ways to deal with an angry customer:
1- Deal with the problem the client faces with the beginner’s mentality
One of the strategies for dealing with problems in general is: to enter the beginner stage or as it is called “Zen Mind”, and act accordingly.
The beginner phase is:
Relaxing the mind and not entering the defensive phase “As long as the agent is angry and raises his voice, this means that I defend.”
Not to guess any reason for the problem, “Deal with the situation as the child deals with the new information he listens to.”
Of course you have prior experience and knowledge of the product or service you provide, and you may quickly infer yourself what the problem the customer is facing, but this is not the ideal way to deal.
In order to master how to deal with the angry customer, do not make any conclusions … and approach the problem with the mentality of the apprentice, then you will hear from the client everything he says, and ask him questions in their place, these questions will be part of solving the problem.
When you come to the conclusion and guess the problem of the angry customer, the following will happen:
The customer will feel that you are not listening to him, or that his words and complaints are not important.
When you mistake your conclusion, the customer will be angrier because he will make sure that you do not understand him.
The customer will gradually lose confidence in you because he will think that he is not talking to an experienced person.
The customer will lose the opportunity to express his anger, and this may make him angry more.
Keep in mind that the customer is sometimes angry because of his special circumstances, so approach the problem while you are calm and relaxed and ask him as if the first time you deal with the service.
Ask him how he made the first step, then what he did after he found the defect in the service … And so, in this way you will understand the problem and he will calm down.
2- Listen well and repeat the customer’s words in the same manner
Never say to the customer: “I understood – uh, totally, I can ask you, remains about…” Then you complete the conversation in a way that the customer service representatives are often provocative, as if you were not paying attention to what the customer said.
This way, you will assure the customer that you understand the problem, and also give him an opportunity to calm down while answering your following questions in order to understand the problem more.
One of the most popular methods of psychology in dealing with anger cases is logical questions, because they give quick shocks to the angry person, and remind him of some facts that may be absent from him, which may be the reason for his anger.
3- Ask the client in a nice way to know the rest of the problem
As I indicated in the previous step, after listening and repeating the customer’s words in his manner, ask him gradually about the cause of the problem, and the steps he took on his part is when he faced this problem.
When you ask any questions to the customer, keep the following in mind:
Make sure that you have listened well to the customer, so that you do not ask him for information he has already told you, so that he does not get angry anymore.
If you need to confirm the information that you heard, confirm that he told you that you want to be sure, “You told me that you recorded on what day … I want to confirm it only.”
Never ask with cynicism … Never ask if you are surprised by a customer’s behavior … This is a big mistake that many customer service representatives make.
Make your style clear and simple in questions, because the customer is angry and does not need to make an additional effort to understand what you are saying to him, because then you will make him ignite from anger.
This way, you ask effective questions that help you understand the problem, and at the same time help the customer calm and catch his breath.
4- Thank the customer to communicate with customer service to solve the problem
One of the most important ways to deal with an angry customer, while emphasizing the quality of customer service, is to thank the customer for having contacted the company to solve the problem.
As long as the customer communicates with you, this means that he feels that you will help him, if his thanks for that will calm down a little, and he will feel confident in his decision that he has taken the right step towards solving the problem.
But remember, this thanks should be honest and natural, not making the customer feel that you repeat the words of the script that you memorize and repeat to each customer.
5- I apologize to the customer, but in the right way and at the right time
This point has some disagreement among the customer service experts, but I will tell you all the common points that everyone agrees on how to apologize to the angry customer in the right way.
When you are certain that the problem is caused by the company and not the customer, apologize for the plural form “We are sorry”, because then you will return the client to his consideration, because often he just wants the company to feel wrong, and you represent the company, and here you apologized to him.
If the problem was caused by the customer himself (he erred in a certain step – he consumed the warranty period), he personally apologized, “I am sorry, regret that the warranty period has been concluded.”
Some customer service experts believe that apologizing at the beginning of hearing the problem may leave a negative impression on the same customer that this is the nature of the company or that errors occur constantly.
Also, an apology, in the beginning, may come out from the customer service representative as just an apology, just a script preserved by the customer service representative, and therefore the customer does not feel the sincerity of the apology itself.
As for the other opinion, he thinks that the apology, in the beginning, affects the same customer, and makes him get the response he is looking for, and it also gives a feeling that the customer service representative will help him.
It is up to the policy of the company you work with and experience, but I personally prefer the first method, which is not to apologize at the beginning of solving the problem, your apology to the customer is to solve the problem itself.
After informing him of all the steps and solving the problem … he apologized to him for what happened and told him that it is an unfamiliar thing and that the problem will not be repeated with him. This gives a better customer experience.
6- Put yourself in the customer’s shoes and think about his style
This step is all intended to feel what the customer feels as if you are the one who suffers from the problem, especially in services that may expose the customer to major problems in the event of any error such as:
Ticket reservation services … Any delay or problem will cost the customer a lot.
Medical services of all kinds.
Financial services such as money transfer and others.
When you place yourself in the position of the client, you will change your way of speaking, just as the tone of your voice will change, and you will sympathize with the client while maintaining your professionalism and professionalism.
The largest companies in the world intend to make customer service representatives use the service themselves continuously so that they can fully experience the customer, and also so that they know what the customer suffers in the event of any problem.
7- Dealing with the problem in a cutting method
One of the most effective ways for large companies to train customer service representatives on how to deal with an angry customer is chunking.
Hacking is that you divide the problem into small parts, and deal with it step by step … You might think it is simple, but it may be more difficult than you expect.
When we deal with any problem the brain reaches us, it tries to help us in trying to infer the causes quickly through the experience we have, and this is often wrong in dealing with the angry customer.
Because sometimes you forget simple and basic steps in reviewing customer data and steps, and you may miss yourself the opportunity to quickly discover the cause of the problem.
This is why large companies rely on training customer service representatives on the steps to solve problems or the so-called systematic and Troubleshooting.
This is to ensure that every step and information is checked, and this is what you should do while dealing with all customers, not to mention angry clients.
8- Tell the customer exactly what you are doing
One of the best ways to deal with customers, in general, is to tell them what to do, to make them part of the experience, you tell them everything:
Currently, I am reviewing your data, sir.
Now I am following the server so we can make sure that the information arrived for you on time.
I have sent you a letter containing all the details.
This method of dealing makes the customer feel the importance of what you do, and also makes him patient and not hurry, and this is what you should do more with the angry customer.
An angry customer often knows the nature of the service more than others, so if you explain to him what you are doing step by step, he will calm down more and feel confident in what you do.
9 – Never feel fear
Some customer service representatives do not know how to deal with an angry customer because of fear, they feel nervous because of the loud voice of the customer, especially if they are beginners.
That is why you have to eliminate this fear from within you, just as you must know that a large part of self-confidence comes from knowledge, and you know everything about the product or service.
And even if you come across anything you don’t know, you can simply go ask anyone after asking the customer in a few minutes, there is never a problem with this.
Be confident that you will solve the problem, because you understood the customer and listened to it well, do not put in your head the idea that you are afraid, or that the customer is angry, or that you may lose your focus.
Follow the previous methods in dealing with the angry customer and you will find that this fear has disappeared.
10- Understand that the agent sometimes uses anger to lead the conversation
Some customers deliberately show anger until they get some benefits from the company. Some are looking for compensation or a special offer and it is not worth it.
For this he adhered to the previous steps very carefully, especially with regard to the way to ask questions, and you were in control of the conversation, and you are the one who moves from one point to another and not the customer.
Then, he presented the truth to the client in a polite and clear manner at the same time, and I know that some clients cannot be satisfied, especially if they wish to exploit the company.
11- Postpone solving the problem in severe anger
Sometimes when the customer is very angry it is difficult to deal with him, even after you understand the details of the problem and assure the customer that you are taking the necessary steps to deal with it.
This is why if you feel that the customer is angered despite your attempts with him – often the customer is angry for a personal reason – ask him to follow up with him later.
Leave him some time and then contact him again, you will find him quieter, so you will be able to help him better.
12- Remember that there is nothing personal between you and the customer
Whatever happens, whatever the customer tells you, remember that he does not talk to you, he talks to the company … he talks to a customer service representative and not your generous person.
This is perhaps the only way in this guide that you heard while training on how to deal with an angry customer in your company, and this indicates that it is a very important method.
If you take what the customer says to you personally, you will feel angry, and if this happens, you will not be able to do your job, and this will affect your psyche in the long run.
You will also feel unnecessary stress and tension, so separate your personality … from being a customer service representative.
13- From time to time, try some calming exercises
The customer service representative is facing a lot of trouble because he deals most of the day with complaints and problems … There is no customer who calls customer service in order to thank the company for the quality of the service.
For this you should do some calming exercises, such as:
Lie on your back during breaks.
Close your fingers firmly (as if you will hit anyone) and then slowly open them.
Close your eyes and breathe calmly.
All the negative energy you gained while dealing with problems must be released, which is why large companies resort to some measures to help customer service representatives do this, such as:
Providing a person in the company whose entire mission is to listen to customer service representatives and their complaints from working continuously so that they release negative energy inside them.
Putting some sports equipment in the workplace so that the customer service representative can vent himself in anger.
Place some amenities and relaxation in the workplace.
Therefore, try to ask your manager to provide some of these tools, and if you yourself are a manager or official who tried to use these tools, you will notice a big difference in the quality of service provided by the team.
I hope that you are having the previous methods of how to deal with the angry customer as practical and useful as I promised you, and if so, why not share it with your co-workers.
I wish you luck, and God willing we will meet soon, there is a lot of information that we publish constantly about how to deal with customers and provide good service.