3 Steps to Dealing With an Angry Customer

Submitted 4/30/2014 by Kaloyan Georgiev

The good customer service customer agent will communicate with a lot of customers in his carrier and will find solutions to a lot of problems. Which are the toughest problems - hard to tell, but who are the toughest customers - easy, the angry ones. We all know, that speaking or communicating with an angry person is very difficult and even the easiest task seams impossible when its screamed in your ear with a bunch of bad words and threats. But, we have an easy three steps solution to dealing with angry customers. Here is how you do it.


Step 1: Stay calm

This is the most important thing in the whole situation. If you get upset or angry you will just make things worse, so take a deep breath and try to stay as calm as possible. Ask questions politely and make sure you speak with a mellow tone. This will either make your job easier or it will calm down the customer. It's a win-win situation. The customer's criticism can take a lot of directions and sometimes they will use everything against you (your words included) so mind your words and explain everything thoroughly. When the client speaks (or yells...) don't interrupt him. Never. But be sure to ask for the information you need to find a solution to his problems;


Step 2: Put yourself in their shoes

In most of the cases the customer is angry for a reason - they've paid a big price on a product that doesn't work or the product stopped working in the worst possible moment. Try to see things from their point of view and you will be able to see beyond the anger and find out what exactly bothers them. Once you show the customer you understand exactly what their problem is, they will calm down and get easier to communicate with;


Step 3: Take notes

This one is a two part thing. First - take notes while you speak with the client and write down everything useful he says. The thing is, when you face an angry client, your blood pressure goes up, you get uneasy and this prevents the brain from memorizing short information. And you don't want to ask an angry customer twice about something. The second part is after you achieved success - write down the name of the customer and what made him calm down, because there might be a second round to this battle and you want to be prepared for it.

More interesting stories:

1. 5 Signs You Need to Get Rid of This Client

2. Customer Value - How to Calculate it

3. The 5 Sins of Customer Service