What should you do if a customer yells or uses foul language? As a business owner, it happens. Learning how to deal with angry customers is an essential part of growing your business.
Skill, tact and experience can help you determine whether your customer has been wronged, or if they’re just a rude bully. And your strategy for improving the customer experience for each may be different.
Jump ahead to learn:
To help prevent altercations, clearly state policies for anticipated problems. For example, make it clear if you don’t accept cash or walk-in customers.
If a disagreement occurs, be polite, professional, and assertive for your safety and that of your employees. Rude or unruly customers are more likely to move on to another target if you remain calm and assertive.
One international research study showed that the best response to an angry customer was polite, professional and firm.
In the case of an unhappy customer, use your business policies and good sense to find the root of their anger and unhappiness. The upset customer is frustrated for a reason. They can be very angry, but solutions can also calm them.
An unhappy customer can be unhappy because of a misunderstanding about your service, product or payment. They can be unhappy because they’re having a bad day, which has nothing to do with you.
Unhappy customers are great business opportunities. Business studies show that they can become happy and loyal customers once their concerns are met politely and professionally. You can leverage the negative situation to build long-lasting customer loyalty.
One hallmark of a rude customer is that nothing calms them: Neither a solution nor an agreement.
Sometimes the more you agree with a rude customer, the angrier they’ll become. If you say “I’m sorry,” they may add some additional verbal abuse.
If you apologize to an angry customer if you don’t mean it, and you don’t offer a solution, it isn’t effective. Instead, acknowledge the customer’s concerns. Forbes offers effective communication alternatives to repeating “I’m sorry” with no resolution.
For example, if the customer feels that you didn’t perform a service well, say, “I hear you. We can handle that.” Or, if it isn’t something you understand and can handle right away, try saying, “I hear you. Let me see if I can understand exactly what is the matter.”
“I hear you” could be three of the most powerful words in customer communication, especially with challenging customers.
It’s tough to deal with an angry client. Try these tactics to diffuse tense situations:
Don’t escalate your own emotions when faced with anger or verbal abuse. Of course, this is easier said than done. Practice ahead of time, even if it’s just in your head.
If you feel your temper rising, try some anger management exercises. For example, take a deep breath and slow your breathing.
Make a conscientious effort to hear someone and engage with what they’re saying. Imagine yourself in their position.
Say, “I hear you” and repeat the problem to the customer as they described it. To get the most out of active listening.
Active listening skills can help you get to the root of a customer’s complaint.
Manage your tone of voice. When someone is agitated or angry, you may want to match their tone and energy. Instead, try to speak calmly and get the customer to match your tone.
Answer their concerns factually and professionally. If an apology is in order, make it a simple and genuine one. Offer a solution politely and quickly.
If the customer starts using profanity or threatens you, it’s okay to tell them you won’t tolerate being spoken to that way. Tell them that you’re there to help, but if they continue the abuse, you will call security or the police.
Resist the urge to retaliate. No matter how deserved it might be or how satisfying it could feel, you want to put out the fire, not fan the flames.
This is your business. You don’t have to let anybody walk all over you. If you’ve stayed calm, practiced active listening and responded professionally and you’re still not close to a resolution, it’s time to end the conversation.
Politely but firmly say you have disagreeing viewpoints and you can no longer go further with the conversation. Advise them of your policies and suggest they take complaints to an industry regulatory board or authority.
If you’re on the phone, hang up. In person, ask the customer to leave the premises. You have a right to refuse service to rude customers.
While business insurance can’t magically make angry customers happy, it can protect you from costly business disagreements or accidents.
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