11 ways to deal with an angry customer: Dealing with angry customers is hard work. Despite your best efforts to deliver a great product or service, sometimes you are not able to meet customer expectations.
A few years ago, Delta Airlines was caught in a similar scenario. Due to bad weather, one of their flights to Atlanta was diverted to Knoxville, Tennessee. Passengers dissatisfied with the flight delay became angry. In a clever move, one of the Delta pilots ordered pizza for angry passengers. Ordering pizza for onboard passengers worked wonders in calming them down. This clever decision prevented the situation from getting worse irreparably.
In addition, some passengers who were happy with the move tagged Delta Airlines on virtual networks and shared images of the event on various social media platforms. The positive incident was even reported by various news outlets that praised Delta Air for managing customer anger.
So like Delta Airlines, any brand will surely experience customer anger. But what determines whether a brand loses or retains its customer is how it deals with customers! While some brands have learned the art, some are still trying to deal with angry customers. For this reason, we have brought you some unique strategies for angry customer management from experienced brands that do it right!
Angry customer and dissatisfied customer
Brands often assume these two types of customers are the same. However, there is a slight distinction between the two.
Says Sensible Digs editor Lisa Torley-Sawyer:
“In general, the dissatisfied customer is looking for a quick solution to their problem. While the angry customer is looking for someone who hears and understands the reason for his anger. In most cases, the angry customer was initially unhappy. “When he can not find a solution, the problem intensifies.”
After all, dealing with angry customers is a bit complicated. It can even be a threat to brand goodwill if you mistakenly deal with angry customers and create a negative experience. In addition, negative brand stories are often shared more often than positive stories.
Emphasizing this potential risk, a Salesforce research study found that approximately 62% of customers are more likely to share their negative experience than their positive experience.
All kinds of angry customers
Sirish Kumar Agrawal, Founder, and CEO of A1 Future Technologies Pvt. “There are four types of angry customers, and each one has to be addressed in a specific way,” says Ltd.
Let’s examine these types!
- Explicit angry customers: These angry customers are not ashamed to express their concerns. Therefore, try to be firm and polite when dealing with them. Avoid reacting to them.
- Angry Creditor Customers: Remember the customers who demanded immediate premium support? They are included in this group. You need a trained and experienced support manager to meet their needs.
- Talkative angry customers: These types of customers need someone who listens patiently to their issues. However, through active listening and communication, these angry customers can easily become your brand promoter.
- Angry silent customers: These customers are relatively difficult to deal with because they have a hard time approaching your brand. In case of poor experience, they only turn to the competing brand. Hence, periodic feedback is the only way to reach these customers.
sing these conceptual insights into the definitions and types of angry customers, let’s talk about the strategies some brands use to deal effectively with angry customers.
1- Take the lead.
A precautionary approach encourages the brand to inform customers about defects in its products or services instead of waiting for the customer to approach.
“Supporting this approach,” says Michael Andreasen, Dixa’s director of customer experience.
“If you anticipate a service problem such as a malfunction, be sure to let your customers know. “People can forgive you if they are notified in time without contacting customer service themselves.”
As a brand, you can even use social media to make such active connections.
2- Do not take it to yourself.
Dealing with aggressive customers can be difficult. Regarding this struggle, Jennifer Kalita, Ph.D. in Silver Spring, says:
“The customer is not upset with you individually. He is upset with your brand product or service. “So do not take for granted what they say.”
In addition, he stated that if a brand repeatedly experiences concerns about an issue, it should improve its policies and structure to avoid such scenarios.
3- Practice reflective listening.
Often the gap between customer expectations and brand reality causes anger. Practicing reflection listening relatively helps to bridge this gap.
Confirming the value of reflective listening, Chris Burnley, CEO and founder of Surehand, says:
“If a customer complains about your store, there is no need to defend. Instead, after listening to his complaint, repeat the complaint in your own language and ask the customer, “What do you think is the best solution?”
You may be wondering how this simple question can help you understand exactly what your customer expects!
It also makes them feel valued and supports the brand in attracting customers again. You can also ask them for more information so that you can change your products in the right way.
4- Communicate effectively.
Ahmad Saad Ali from Infinite Recovery says:
“Active listening with strong communication can be a valuable product for an organization.”
In support of this statement, he presents research that cites poor communication as the root cause of 60% of business problems.
Therefore, your customer support managers must be aware of the principles of communication to deal effectively with angry customers.
5- Calm the customer.
Calming an angry customer requires a lot of tact and diplomacy. One wrong move or one reaction will eventually provoke his anger.
Gareth Gerler, the founder of Uncle Bud’s Hemp, warns of the dangers of a reactionary approach:
“Do not reflect the customer’s anger. In trying to resolve issues, be careful not to use provocative words or expressions. “When angry, saying ‘please calm down’ does not help the customer calm down.”
Therefore, when it comes to calming the customer, be careful what you say and practice empathy.
Likewise, if an angry customer visits you in your office, welcome them by listening to their problems and being hospitable.
6- Give a quick answer.
A quick response prevents anger from escalating. By responding promptly, the brand can prevent the situation from getting out of control.
Explaining the importance of a quick response, Albert Lee, founder of Home Living Lab, says:
“At first, in most cases, customers are very angry. Most of the time, it is the delay in response that causes them to feel neglected and annoyed. “So a quick response is the best way to prevent the customer from becoming angrier.”
Therefore, when managing angry customers, quick response is one of the essential elements.
7. Empathize with them.
Customers want to make sure you take care of them. You want to help them hear and solve their problems. Empathizing with angry customers helps the brand gain their trust and support. It also helps the brand understand the wants and needs of its customers. It also shows a brand’s commitment to its customers.
Page Arnoff-Fan, founder and CEO of Mavens & Moguls, recommends:
“The purpose of angry customer management is not to exhaust your customers or impress them with your intelligence. “The goal is to communicate, solve the problem and continue working.”
In the absence of a brand-customer relationship, it will be difficult for the brand to understand the customer’s perspective.
8- CPR method (understanding | purpose | reaction)
Says Gene Cabarloo, founder of GreenPal:
“There is a three-step process called the CPR procedure to deal with an angry customer.”
If done correctly, this process can help brands calm their angry customers.
How it works is as follows:
- Comprehend: Try to understand what is bothering your customer. Focus on that particular problem.
- Purpose: Answer the customer’s questions and offer alternative solutions to the existing problem.
- React: Do not just provide emotional support. After agreeing on actions, react and fix the problem.
9- Admit your mistake.
Honesty is the best policy. Your misconception will help calm the affected customer. In addition, you can also go further and make up for your mistake by offering some incentives.
For example, Neil Taparia, CEO of Solitaire, says:
“There is a four-step process for accepting mistakes. “This process includes accepting mistakes, acknowledging learning, being human, and ultimately going beyond motivation.”
By following this trend, a brand can even turn its angry customers into brand promoters.
10 – Follow the angry customer.
The act of pursuing angry customer care reflects the brand’s value and customer care.
Spreading the idea, Carol Lee from CocoFax suggests:
“After solving a problem, you have to follow up with customers to show that you are a professional. You need to be friendly and friendly with them. “Remember to ask them for their opinion because it provides valuable information for your business.”
So, do not forget to follow up on angry customers.
11. Learn the skill of saying no.
Neil Roach of BoxRoom Office recommends:
“The right is not always with the customer. “A brand must learn to sometimes politely say no to an irrational customer.”
He adds that the best way to deal with an angry customer is to spend 90% of your time listening to them and the remaining 10% responding to their complaints.
This way, you will understand exactly why they are offended by your brand. In addition, physiologically, as soon as the adrenaline is gone, the angry customer begins to calm down.
So all you have to do is have a little patience and keep listening to them. Eventually, the customer will calm down after expressing their concerns.
With insight into angry customer management strategies, we hope it will be relatively easier to deal with angry customers from now on.
In addition, these angry customers should not be afraid.
In fact, as James Jason, Mitrade’s director of human resources, puts it:
“The complaining customer is not as bad as we think. “With the right approach, these customers can be a boon to the business.”
Perhaps such a proactive approach will help your brand reduce the number of angry customers.
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