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Dealing with Angry Customers Health Article

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If you conduct business directly with the public, you may have to face some angry customers. Most of them get mad because they didn't get what they expected, but some are upset for unrelated reasons, and you become the target of their misplaced frustration.

The following strategies can help you satisfy angry customers while keeping your sanity and your job.

Don't catch their anger

Be careful that you don't catch a customer's anger. Have you ever watched someone else yawn and found yourself yawning, too? It works the same with anger. People tend to react impulsively to it. They feel attacked and then attack back. If you react with anger, though, you'll only add to the anger spiral. Your company may lose an important client, and you may lose your job.

Don't take it personally

Angry customers aren't out to get you; they're just expressing their frustration. Taking it personally will only add to your stress. You naturally expect a bee to sting and a shark to attack. If you also expect angry customers to act out their anger, you won't be so offended by their behavior.

Acknowledge their anger

Some people are like pressure cookers that need an escape valve to let off extra steam. Talking allows them to do that, so don't interrupt with excuses or defensiveness.

Try to agree with some part of the customer's complaint with helpful phrases such as, "You might be right" or "What can I do to make things right?"

Listen attentively

Angry people want your undivided attention. If you're talking to them in person, look at them when they speak. If you're distracted and look elsewhere, they feel disrespected.

If you're speaking to them on the phone, resist the temptation to multitask by filing or checking e-mail while they're talking. Instead, focus as intently on their complaints as you would if they were sitting next to you.

Take a break

If a customer continues to be enraged, make some excuse to leave. If it's a telephone customer, you might get off the phone by saying, "I will need to check on what can be done. May I call you back tomorrow morning?" Then, call back at that time. More often than not, the person will feel embarrassed later and become cooperative.

While you're taking your break, evaluate the situation by asking yourself:

What did the angry customer want that he or she didn't get?
Is his or her anger justified?
Can I fix the problem?
Do I need to apologize for a mistake?

Taking time to look at the situation more objectively often can help you come up with a solution that works for the customer and your company.

Talk it over

Your goal should be to have a meaningful dialogue. Choose a time when you're not preoccupied with other things, and choose a neutral territory, if possible.

Don't insist on being right. When giving an opinion, use phrases that demonstrate respect for your customer's point of view. For example, "I think," "It seems to me" or "That's an interesting point." During your dialogue, suggest solutions that will make your customer happy, and strive to come to a mutual agreement that's good for both parties.