It’s quite common to be unsettled in situations when something doesn’t go as expected and the immediate reaction to it is being raged to the situation or the person responsible for it. A similar scenario occurs with the customers as well and is no different. So, how do you deal with angry customers? To deal with them, you first need to know what actually happened and the reasons why they’re angry.
4 main reasons that make customers angry.
1. Not having met the expectations
What’s promised is not delivered, then this is the apparent reaction you may expect from the customers. When you acquire a customer, right from your website to a salesperson, don’t forget that you are making a proposition that is valuable to them.
So, based on which a quality service from a brand is expected, it is undeniable to have not kept expectations from the customer’s standpoint. And at the same time, it becomes a brand’s responsibility to keep up with its promised deliverables.
2. Lousy process of service
Often when a resolution is needed for a problem, it is the customer service representatives who take care of the fixes. That’s just expected but is the customer support or the customer service team at the place trained to be great at it? That which leaves us in uncertainty.
Maybe they could resolve or maybe they could not! What’s important is to accept, apologize, and keep them in a loop of your efforts to correct it, which often is unseen.
3. Lack of training in handling difficult customers
Sometimes as a norm being rude to a situation can come very easily but it shouldn’t be. Handling difficult customers is often not an easy task although this is an essential training we might miss out on. Embedding training to handle difficult conversations priorly is the best way, if not the response to rudeness is indeed received as rudeness and you don’t want to be in that place.
Suggested Read: Difficult conversations and the best way to handle them!
4. Gap in communication
This is a serious issue if you think you can overlook it! The major reason to be angry can just arrive from the simplest of the reasons being miscommunication. So, it matters what you convey and how well are you doing it, be it anything. Make it a practice to always keep the customers in the loop to give frequent updates on any matter. Ultimately, that must be incorporated to avoid gaps in the conversation and to avoid misunderstanding.
8 Effective hacks to deal with an angry customer.
Listen and value
No matter how angry the customers are, the sane way is to hear them out and comprehend their dilemmas, and should acknowledge them. It is secondary if you could solve the issue but what’s important is to make them feel valued by listening!
Let’s say an important email for onboarding got missed out and in lieu of the situation, the customers are angry. That might have delayed the process of early value and hence the situation. Although it might be a delay from one day, you may not consider it a big deal, but having understood the standpoint of a customer, it indeed is a big issue.
This understanding arrives when a CSM listens to the clients and not otherwise.
It is super easy for our minds to get affected by rudeness and be defensive in a situation. But in the process, keeping calm could avoid the unnecessary talks that lead to discomfort. Remember, you are trying to solve the issue and not make it bigger? So keep cool rather than bursting out into emotions.
Sometimes it may be hard to take the anger of the customer, for instance when you weren’t able to attend the meeting that was scheduled and remained uninformed. Their anger is legit but giving into this to be defensive of the mistake that happened can break the relationship. Rather keeping cool and acknowledging your mistake is better to not repeat the mistake the next time.
Sympathize with customers
What makes your customers comfortable is the fact that you understand the circumstance. The moment you disrespect it’s shattered and there is no coming back. The point is you want them to come to you and that must be on top of your mind.
Let’s say, a customer gave a comment saying, your company gives poor service. To this, try to comprehend where it is coming from and why that comment. And when you understand, there is a comfort between you and the customers but if you had not comprehended, and instead conveyed, that you aren’t a great customer then you would have lost the respect and of course, there is no room for correction and hence no comfort.
Apologize for what happened.
You don’t have control over the mistake that happened. But of course, it can be rectified if given time. For customers to trust you, it depends on your behavior at this crucial time. An apology is a token of gratitude for the trouble your customers had to face. And conveying the same, wouldn’t damage the relationship but rather strengthen it.
If the situation is not your firm’s mistake then apologizing might not be at your hand. Rather, committing to come up with the options for them, is still an act of gratitude.
The best example of this is during onboarding. If a customer isn’t offered effective training and incurred a loss due to mishandling of a feature, then the blame of course is on the CSM.
Again their rage is legit, but this situation can be better if an apology was conveyed.
Be the one to thank them!
Don’t wonder why! That’s because you never know what the problem is unless they came with it. Now when you know there was an issue, you’d know that you have to eliminate it.
To grow the business, one must continuously work on identifying the problems and this is one of the ways to do it. So, understanding customer experience can aid in coming up with a fix, and acknowledging the same with a thank you is good sometimes.
If a customer said, one of the customer representatives is impatient, then apologize for the inconvenience and at the same time thank them for bringing it to your notice and that you would take appropriate action for his behavior.
A solution to a problem!
To every problem, there is ultimately a solution and we need to come to that point too. Suggesting your solution to the problem is a fix that they can rely on. So, for the situation, suggesting the solution is the expected step to cool down an angry customer.
Continuing the above scenario, an extending hand for offering a solution is a good way to tackle their anger. Ultimately their point isn’t to continue to make the situation worse, they want someone to help them. If you could do better, then you are already handling the situation well.
Constant intimation on updates
There can’t be just one call that fixes the problem. At a probable time, it may delay, and hence following up to deliver the solution serves as an intimation that keeps them in the loop of your efforts of fixing the problem. And you want them to know that you are doing the best you can to help them from the situation.
Let’s say fixing a technical bug in your product is taking time, you can always convey the delay in the process by following up rather than leaving them with uneasiness.
Prioritize their concerns!
A sense of secure feeling comes when a customer knows, the case is given the priority and someone is working on it. This fact must be shared with them because you want them to know that they are prioritized.
Extending the same situation above and if you intend to follow up, it as well conveys you have prioritized the situation already. And now they are aware of it!
If things went smoothly, expecting feedback from them to come to a solution isn’t harmful! It reveals the true thoughts or the perspective of your customers on the way you handled it! And you need to understand their experience to never let that come again.
Effective handling is mostly taken care of when you learn to handle difficult customers and it comes with listening to their views and not losing the calm at any given time! The moment you interrupted, it is usual to have lost them in the way, and results in not coming up with an effective solution which you wouldn’t want that to happen! Check out the CustomerSuccessBox blog to read more about such hacks!