How To Deal With An Angry Customer – Dealing with angry customers happens daily; it probably happens more often in one day than if you get praise for your business over an entire week.
These interactions take up a large portion of the agent’s time on the job, and since your company’s customer service is the lifeline of your business; they must be able to handle angry customers.
How To Deal With An Angry Customer
Angry customers are normal and should be seen as learning resources or improvement points for the company rather than disruptive forces. However, there’s no denying that angry customers, even over the phone, leave a bad impression on your company and your customer service representatives.
How To Handle Angry Customers (infographic)
That’s why it’s important that you train your agents to handle angry customers over the phone, no matter what type of angry customer they are.
Customer service representatives deal with customers with different personalities every day. They also handle angry customers with different personality types.
These are callers who have no legitimate concerns. These are the kind of customers who complain about everything, even the smallest complaints, and blow it out of proportion. They call regularly to tell your representatives how angry or unhappy they are with your service.
These customers are often convinced that your company doesn’t care about their concerns, so they keep looking for something
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These are customers who have actual and legitimate complaints against the company. These are the most important types on this list. These are customers to whom you have not been able to provide adequate service.
These opinions are the most important in the overall development of your company. Their complaints can range from minor errors to errors that require immediate action from your company.
Customers who call to cancel service often don’t mean it and are usually testing whether the company is committed enough to keep them.
They usually start by listing why they are no longer interested or why your company did not meet their expectations. They then leave the line open for their reps to do or offer something to get them to stay.
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Abusive customers are customers who have legitimate concerns about whether or not to call the hotline; however, they are known for their loud voices and foul language. They are customers who tend to offend their representatives.
These are customers who resort to emotional or physical threat rather than verbal threat. Convinced that there is nothing your representatives can do to address their concerns, they threaten to report them to their managers for poor customer service.
These are often customers who demand to speak to a supervisor instead of finding a solution with your representatives.
Angry customers are like ticking bombs; they won’t tell you they’re upset. 96% of customers won’t verbalize their irritation, so you need to be able to identify them accordingly.
How To Deal With An Irate Customer Or End User.jpg • Compassionate Geek
And as much as time bombs destroy, these customers can be the downfall of your business, so it’s important to know how to defuse an angry customer.
Having the right tools and training to deal with difficult or demanding customers is key to successfully solving the problem. However, only 65% of companies are willing to provide these to the customer service department, even though 42% of service personnel cannot solve their problems due to faulty systems.
The tips listed above and discussed in the next section can help customer service representatives improve their ability to defuse an angry customer and make the conversation more productive.
Customer service representatives must listen to their customers with the utmost care and attention in all situations. Even more so when you’re dealing with angry customers. According to NewVoiceMedia, 42% of customers are turned off by rude customer service agents, so agents need to make a good impression by listening to their callers.
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1 in 26 angry customers complain, while others hesitate without giving the company a chance to fix or resolve the issues. Therefore, agents should first listen to their customers before trying to defuse the situation and vent their frustration or displeasure.
The main action in this situation is to let them explain what the problems are and use this as an opportunity to improve the business.
While listening, agents should take notes on customer concerns. You have to be patient with them as some customers take the time to explain exactly what it is.
Agents should not interrupt, and if they have questions, they should wait until customers have finished before asking. You should encourage them to continue with brief verbal prompts and make them feel heard while assuring them that their concerns are valid.
An Actionable Guide To Deal With Angry Customers By Freshchat
These allow the caller to feel more comfortable because they have been listened to. Here are some statements an agent can use:
When dealing with angry customers, they may not be careful with their language and behavior. With this, customer service representatives must remember that their concerns are not directed at them.
It’s nothing personal; they are more often dissatisfied with the company, the situation they are in, or with a particular service or product. Agents should not react emotionally and should maintain an even tone when talking to customers, even if they are already yelling at them.
If the agents raise their voices as well, it will only aggravate your customers and it will cloud the minds of both of them, making it difficult to solve the problem. To maintain control of the situation, they should first keep their voices in a normal conversational tone.
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It is a basic rule that customer service agents should never argue with their customers. Arguing with them not only gives you a bad customer experience, but can also lead to customer confusion.
According to Kolsky, 67% of consumers stop doing business with a company because of poor customer service. Agents should treat customers as objectively as possible. The more relaxed agents are with customers, the easier it is for them to find solutions to customer concerns.
After agents have heard the customers’ concerns, they should summarize the situation in their own words. Active listening is important to ensure they are on the same page as their customers.
It takes 11 minutes before customers hang up. This step does not solve their problem and they feel that they are not being taken seriously.
Tips To Handle Angry Customers The Right Way
Angry customers think wait times allow reps to talk rudely without being heard or act like they’re doing something when they’re not.
Instead of suspending them, agents tell them what they are doing to find the cause of the problem or the steps they need to take to fix it.
The best way to satisfy customers is to offer solutions to their problems. If the situation allows, agents should give them options to help them solve the problem and feel in control.
They should guide them in implementing each option and not be vague in their instructions. When offering solutions, agents must ensure that they remain factual and avoid making promises they cannot keep.
Steps To Deescalate An Upset Caller
After solving the problem, agents should always ask their customers if there is anything else they can help them with. Going the extra mile makes them feel more valued, which is important because not feeling valued is the number one reason customers leave a business.
If possible and within company policy, they may offer customers a refund or voucher to ease their anger. It also shows how sorry they are for what happened and that the company values doing business with them.
Finally, agents can thank them for taking the time to resolve the issue together and feel that the company sees their call as an opportunity to grow, while assuring them that the company will not let this happen again.
When faced with an extremely abusive customer or a customer who refuses to calm down, agents should first try to intervene in a polite way, such as “I’m sorry.” This is important for them to regain control of the situation.
Ways To Make Angry Customers Happy
After that, they can continue to reassure them that they can handle their problems. But if all else fails and they still refuse to listen to reason, agents may end up simply hanging up the phone.
This is a last resort for agents and they must ensure that the cause is within company guidelines when dealing with angry customers.
Finally, agents need time to relax after dealing with an angry customer. These conversations can be emotionally draining for them, so it’s important for them to rest from time to time. Agents need to take a deep breath and calm down in preparation for the next client.
According to Walker, by 2020 customer experience will surpass product and price as the most important brand differentiator. This means that companies that invest in excellent customer service will come out on top.
How To Deal With Angry Customers
And great service comes from customer service representatives who know how to handle any type of customer, even an angry one.
In addition to writing, Roland has a wide range of interests, including skin care, music, science fiction, finance and economics. In his 40s he wants to become a philanthropist, his main goal is inspiration
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