Dealing with angry customers is not a strange topic but we still find it challenging while encountering such a situation.
Remember that often, angry customers aren’t expressing frustration with you. These emotions are tied to external situations and psychological stimuli. So, put your great communication skills to work, draw on your superpower of reading the situation, and use these seven psychological tips for managing angry customers to save your customer from churning.
1. Remain calm
- Take a second to breathe and process what your customer is actually saying. In most cases, you’ll hear between the angry words that the customer is struggling or frustrated with your product or service, to the point where they have to take it out on somebody. Understand that everyone is human and experiences moments of weakness, and don’t take their anger personally or hold it against them.
2. Practice active listening
- Pay close attention to the words the customer is saying, instead of focusing on the anger behind the words.
- By actively listening, you’ll be able to figure out what’s making the customer so angry and how to resolve the issue, instead of simply trying to comfort them and de-escalate the interaction. You’ll be able to solve their problem and make them satisfied again sooner by paying close attention to the angry words so you can respond as quickly as possible.
3. Repeat back what the customers say:
- A key part of active listening is making sure you and the customer are on the same page. So once you’ve determined the root cause of the anger, repeat back to the customer what you’re hearing to make sure you understand each other, and to let the customer know that their concerns have been heard and will be responded to.
E.g: You can start by saying, "What I’m hearing is … " to get the ball rolling.
4. Thank them for bringing the issue to your attention.
- When your customer sounds angry and negative about a situation, thanking them for voicing their concern to you can go a long way toward building rapport with them. A simple thank-you to acknowledge their time and patience with you as you work to solve the issue will suffice.
5. Explain the steps you’ll take to solve the problem.
- Make it clear to the customer what you’ll do to get started addressing their concern. Whether it’s something simple you can do over the phone, or if you’ll need to go through a process with them, spell out your next moves so the customer feels heard and at ease.
6. Set a time to follow-up with them, if needed.
7. Be sincere.
- Make sure your word choice and tone are deliberate and respectful.