Before we discuss the topic of handling angry customers let us figure out why customers feel angry or annoyed at the first place. Angry customers usually fall into one of the categories: those who are angry before interaction with your brand, during this interaction or after it.
Angry customers are nervous and irritated. Whatever you do, you can never be sure that your actions are going to solve the problem. As a company that deals with customers, you have to be prepared to fast and efficient handling of angry customers. Running into one of them is inevitable and a question of time. You have to do everything possible to meet the angry customer’s expectations and respectfully handling of the issue that worries them.
If you received an angry e-mail from one of your customers, you might be overwhelmed by a feeling of disappointment for some time at first. You have to get over it as soon as possible. Usually, it is not that difficult to fix the problem. Think it over and offer solutions.
Please, remember that all cases of customer dissatisfaction are individual and different. Although there are some common recommendations, you have to handle with cases of angry customers with great care and differently.
As for a general strategy, here is what it looks like:
- Let the customer know that you understand his / her frustration and repeat everything they have said in your own words.
- Emphasize that you understand that it as a serious issue.
- Promise to solve the issue and do everything possible to do this.
Recognizing the problem and telling an angry customer that you understand how difficult/disappointing the situation is, is a huge step forward effective handling and resolution of the matter.
Please note that there is never a single solution for everyone. People are different, and each case requires a different approach. However, if you work hard and show your customer that you are looking for a way out, even the angriest customer will ultimately become satisfied.
Usually, the most important thing for an angry customer is to see that he is being heard and understood. The largest bulk of the complaints are related to the fact that a customer “has not been heard.” Word what you say very carefully, no matter if you are responding orally or in writing, and do your best to be straightforward, open and helpful.
Following these simple suggestions, you would be well equipped for handling difficult customer with ease and by timely fixing the substance of the complaint you would make them your long-term and loyal clients.