8+ Excellent tips to handle your angry customers

Customer service is not an easy job. However, one can make it interesting with the right attitude. The ‘right attitude’ we’re talking about here is the ‘problem solving attitude’.

Think of every angry customer as an opportunity to receive great feedback and achieve service excellence.

Customers get upset due to many reasons, which can range from minor slip-ups to major issues.

If you’re a customer service representative, you might have dealt with these upset customers at some or the other point in your career.

Customer complaints often provide great feedback. If taken in a positive way and worked upon, it benefits the company to a great extent.

Most of the times, a customer will continue business with a company even after a slip-up, but only if the problem is fully fixed the first time.

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When a customer talks rudely, it doesn’t mean that he / she is upset with you. It has nothing to do with you personally. The customer is upset with the product / service of the company. So, keep your feelings apart and focus on offering a solution to the problem. It really helps!

First thing that a customer wants when he /she is upset is someone to listen to him / her. When that person yells, let him / her say whatever he /she wants. Just listen to them and acknowledge. Once you completely hear them out, summarise the problem and ask questions for clarification. This will not only help you assist the customer in a better way, but also calm him / her down.

If a customer is aggressive, there’s no point in you also reacting the same way. In fact, it will worsen the situation. Being calm will help you stay focused and provide a solution.

Of course, the customer is angry, and you can’t ignore that. However, there is something wrong from the company’s side, that has triggered the anger and frustration.

Your job is to find that out and get a solution. Believe, it will be very easy to handle the situation once you find the root cause.

This type of customer does not clearly state their problem. You may not know what exactly he / she was dissatisfied with.

In this case, you have to go the extra mile to find out the exact problem and offer a solution.

An aggressive customer is very loud and clear about their problem to whosoever he /she talks to.

The best solution for this type of a customer is to listen to him / her patiently and offer a solution.

He / she is a premium customer, who usually pays the company well for a service and so, demands premium support. They would not listen to any excuses, and rather want to know what you are going to do to for the problem.

Your best approach to this is to listen respectfully and ask questions to get to the root of the problem.

This person is just trying to get something he / she doesn’t deserve. Will never be happy, unless you offer a bonus.

Best solution for this would be to maintain composure and respond as objectively as possible.

These customers complain a lot. They are never satisfied and will always find problems. However, you can’t simply dismiss their complaints.

Here, you have to be patient while dealing with them. If satisfied, they will not only continue doing business with the company but also sing your praises to others.