Handling an angry customer is a right of passage for any customer service representative. You must learn from experience and how to turn a negative conversation into something positive. If you need additional tips for dealing with angry customers, here are some things to remember.
Sometimes, an angry person only needs to hear that everything will be all right. Reassuring an angry customer can help defuse the situation enough for you to get to the bottom of the problem. Say things like, “You did the right thing by calling me,” or “I understand why this is causing you problems.” Tell them you want to hear everything they say to determine a solution. Sometimes people need to be heard.
Empathize with Them
Empathy is a building block of good communication. Put yourself in the customer’s shoes to see how you would feel in the same situation. Then show them that you empathize with what’s happening. Good statements to offer empathy include, “ I would feel the same if this happened to me,” or “Your experience is not what we want to happen, so let’s figure this out.”
Stick With Just the Facts
Sometimes it will be challenging to determine the exact problem when dealing with an angry customer. They are often mad about several things that will impact how they describe their situation, and not all of them will be relevant. It can be easy to get frustrated when you’re just trying to determine the facts. Instead, try statements like, “Let me make sure I understand all the facts.” Then you can repeat the important things and clarify the problem.
Show Your Personality
The person on the other end of the phone has difficulty understanding that you’re a real person and not just a corporate machine. To humanize yourself, go ahead and show some of your personality. “I have an idea. Tell me if this might be a good solution.” This way, you’re turning the situation around and showing your personal side.
The end game for anyone calling customer service is to find a solution to their problem. That’s your job. The problem is, sometimes, the answer isn’t the same as the customer’s desired outcome. Be honest about what you can and can’t do, but offer them the best solutions and alternatives. “I know this isn’t what you wanted to be doing right now, but I have something that might help.”
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