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Angry Customer responses

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  • How to identify an angry customer?

  1. Angry customers can be emotional, aggressive or just visibly upset.

  2. Angry customers’ language may be accusatory.

  3. Angry customers may attempt to confront you in as public a forum as possible, to ensure others hear their anger & frustration.

 

  • It is important to control yourself and the customer in these situations:

  • Remain Calm

    • -When a customer starts being rude nothing will be gained by responding the same way. Maintain control of yourself and emotions.

  • Don’t take it personally

    • -Always remember the customer is not angry at you, they are angry with the performance of the product and service that is given.

  • Use your best listening skills

    • -When the customer is venting it is important to listen closely. Hear them out. When they are done talking, summarize what they said and ask if they have any questions. Pay attention to body language as well.

  • Actively sympathize

    • -Express sympathy for their unpleasant customer experience. Respect and understanding go a long way toward smoothing things over.

  • Apoligize gracefully

    • -If you want them to stay a customer, you have to apologize for whatever the inconvenience was. 

  • Find a solution

    • -Put forward a fair and reasonable answer to solve the problem. 

https://www.canity.com/resources/customer-personality-types/

Angry-Customers-Cartoon-Real-760.jpg

Types of Angry Customers

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  • Indecisive Customer-

    • The type a customer that cannot make a decision no matter how many questions are asked.

  • Highly Critical-

    • They seem to know it all and are very critical of suggestions given by employees.

  • Aggressive Customer-

    • They are very angry and feel their needs to be above others. Avoid responding to their comments and outburst, It is important to keep your composure.

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Practice active listening

  • A structured form of listening and responding that focuses the attention on the speaker.” The best practice in active listening is to genuinely pay attention to what the speaker says — and then repeat the speaker’s words back to them

  • Example:

    • Customer:I ordered this item from you 3 weeks ago and it still hasn’t arrived, but your website said it would be delivered within 3 business days if I paid the extra shipping fee! I ordered that item as a gift and I would have never shopped with you if I knew this is what kind of service I could expect. This is totally unacceptable and I want my money back.

    • Retailer: “I understand you ordered your item as a gift, and expected better service from our company because of the promise on our website and the extra money you paid to receive it sooner. I get that you feel angry and frustrated about this, and you’d like to request a refund.”

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