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How To Deal With Angry Customers Without Losing Your Cool

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Not sure how to handle angry/frustrated customers? Here are 5 sure-shot tips on how to handle frustrated customers without losing your cool.

Publicado en: Servicios, Empresariales
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How To Deal With Angry Customers Without Losing Your Cool

  1. 1. How to Deal with Frustrated Customers
  2. 2. Customer Support can be…
  3. 3. The BEST of the jobs The WORST of the jobs! or
  4. 4. Fret not.. You can make it through with these vital hacks!
  5. 5. And make both parties exit with a smile
  6. 6. Understand that the customer just wants to be heard; They didn’t wake up and decide to have a bad day or to make your day worse.
  7. 7. Pro tip 1 Don’t take it personally. Keep calm and breathe.
  8. 8. Pay attention to their problem. Let them get it all out.
  9. 9. This will give you enough time to come up with a good solution and a brilliant way to communicate said solution.
  10. 10. “And how did that make you feel?” Listen; don’t just hear them out Pro tip 2
  11. 11. Take notes. Ask them relevant, standard questions but be careful of your phrasing.
  12. 12. Notes will help you to recollect the issue at a later stage of the crisis.
  13. 13. Empathy over sympathy, every day Pro tip 3
  14. 14. Summarise, don’t repeat. Show them you’ve understood the problem, and you weren’t just pretending to listen. Throw out the “We” in favor of the more empathetic “I”.
  15. 15. Once you’re done summing up the situation take a moment to apologize.
  16. 16. Pro tip 4 Time for the Solution!
  17. 17. There’s a quick fix for the customer’s problem. Phew. Disaster averted. When you’ve a solution
  18. 18. There is no immediate solution Offer them a workaround. If they’re unappeased, throw in a discount/a freebie.
  19. 19. Pro tip 5 Follow Up
  20. 20. Regardless of the channel, follow up with them through email after a day or two. Don’t leave them stewing with the memory of your last interaction.
  21. 21. Root cause analysis The next time an angry customer looks you up, put on your deerstalker hat and think.
  22. 22. The customer is angry, yes, but why? Did your copy not convey the point properly? Were your sales people misinformed? Is there a problem with inventory? Trace the problem to its root and fix it before it annoys the rest of your customer base.
  23. 23. Your Turn If we’ve missed out on something fairly obvious, write to us at You will be rewarded handsomely.
  24. 24. “Behind every slide share is a great blogpost” Read more about how to deal frustrated customers