Having to deal with an angry or difficult customer is not uncommon in the customer service industry and it’s not always the most comfortable scenario. Diffusing a tense situation is challenging and often requires training.
Either a customer complaint is valid, or they want something you can’t offer. Actively listening to their concerns and using a problem-solving approach to resolve the conflict and turn them into loyal customers is customer service 101 in this industry. Especially in today’s digital world where competition and stakes are high!
Customer Service 101: Taming the Angry Customer
The way your agents handle a frustrated, short-tempered, and impatient caller can either result in successful call resolution or make you lose the customer forever. Staying calm and responding to such customers does not come naturally. It’s easy to get into a reactive mindset but when you stay calm and purposeful in response, it’s the proven approach for diffusing their emotions and having the contact end in a positive result for the agent and the customer.
In contact center services the agent’s attitude goes a long way toward resolving the issue or making it worse. The following are the steps that should be part of your support staff’s training manual on how to handle an angry customer:
1: Own their issues, not their emotions
Agents should not take an angry customer personally. They are upset with the company, not you. It’s hard to know what is driving the customer’s frustration. They could be having a bad day, had trouble reaching you, or they have had an unpleasant experience with your product/service.
When agents are trained not to take a customer’s anger personally, they can focus on addressing the caller’s underlying concern. One of the best customer service 101 tips is to let go of the idea of fixing the situation. An angry customer wants to be heard and understood and this is exactly what an agent must do. Listen, understand, and then discern the next steps. After you have heard their concerns, summarize them back to make sure you have a clear understanding of the issues, then let them know you’re going to work with them on solutions.
2: Convey to them your interest and intent on resolving these issues
Take a moment to build rapport and convey to them that you are their ally in finding solutions. Here are some things you might say:
- Thank the customer for voicing their concern and bringing the issue to your attention. This attitude helps build rapport. Even if they share negative feedback, thank them as this could be an opportunity for improvement.
- Apologize for their frustration with your company’s products or services, acknowledge any mistakes and be specific; “We are sorry your order was late. This isn’t the customer experience we are aiming for. We have looked into the issue and here is what happened.” This approach goes a long way in calming the customer.
- Show empathy when engaging in a difficult conversation with a frustrated customer as it helps de-escalate the issue. It also shows that you respect them and are interested in resolving their issue. Showing empathy does not mean your agents have to agree with the customer. It means understanding the needs and feelings of the customer. Empathy goes beyond listening to them and also constitutes translating what you have learned about the customer into action.
3: Ask clarifying questions and start working on solutions
While your company may have processes and policies on various common issues, you should avoid quoting policies to customers. Find ways to positively walk them towards a solution within those policies and processes. Here are some examples:
- Here’s what we can do to get this addressed…
- To get this the way you want it, we need to…or I will…
These statements reinforce you are working with the customer and speaking about what you can do.
4: Try not to put them on hold
It can be tempting to put an angry caller on hold. This approach won’t calm a customer down if you have not already read back to them their list of concerns and convinced them that you are working on a solution. Instead, it will provide them time with their thoughts to rekindle their anger and you will have to start over by letting them vent their frustration.
If a customer needs to be put on hold due to a workforce management routing issue where they need to be sent to another department, let them know you are getting them to the right department to address their issue. This shows that you care.
5: Explain the steps to resolve their issue
It is now time to address the customer’s concern. List down the steps you will take to address their concern. The customer must know exactly what is being done to resolve their issue and when they will have a resolution.
6: Follow up
Whether you’re running a call center for an IT support company or a travel agency, the importance of following up is non-negotiable. The purpose of a follow-up call is to check in with the customer and ensure their satisfaction.
Some issues can’t be solved on a single phone call, especially when the final decision requires managerial approval. If that’s the case, let the customer know the issue can’t be handled on the initial call. Give them a timeline of when they can expect to hear from you again.
Chances are the customer would be uneasy with this proposal and want to have their issue resolved right away. You might have to justify your follow-up meeting by presenting them with a contingency plan. Let them know what information you expect to have by follow-up call and it might put them at ease.
Conclusion
In contact centers offering services of voice and/or non-voice BPO process support, encountering a difficult or angry customer is inevitable. Therefore, businesses must arrange conflict management training for their teams on how to handle an angry customer. As your customer support team is able to view the issues from the customer’s perspective, they can empathize with them as and when an issue arises, de-escalate and successfully resolve the issue.
Frequently Ask Questions
How to deal with angry customers?
Dealing with an angry customer requires patience, active listening, thanking them for bringing the issue to your attention, and explaining the steps you will take to resolve their issue.
How to deal with angry customers via email?
Acknowledge their frustration and let them know you empathize with them. Apologize for the negative experience and assure them that their issue will be treated as a priority. List the steps you will take to resolve their issue and follow up once the issue is fixed.
How to de-escalate an angry customer?
To handle an angry customer calmly and de-escalate the issue, show empathy, and listen to them attentively. Don’t be afraid to apologize. Do what you can to make it right and resolve the customer’s issue.