Angry Customers: Steps Customer Service Can Take With Aggressive Calls

We’ve all dealt with angry customers.

Whether you run a business or just work there, chances are if you’ve ever held a job that deals with customers, you’ve dealt with a frustrated customer.

Whatever the circumstance, there are steps any customer service skills training will share for a representative to deal with a heated situation in business (or any other area of life that might involve conflict).

When people confront you and your business with problems, here are a few steps to find a compromise:

1. Identify Their Emotions
   

   Let’s see if you recognize this situation: The phone rings and before you can even say, “hello,” somebody is screaming at you on the other end. This is NOT the time to tell the other person to calm down. This is your chance, instead, to seize the opportunity to align yourself with the customer and sympathize with their emotions. You can say something like, “I understand you’re feeling angry and frustrated. I’ve taken a deep breath and I hope you have too.”

2. Ask Questions
   

   So, you have given the customer a moment to yell which also acknowledges the anger between you, it is time to move on to step 2. Now is the time to ask questions. This is the point where you want to further calm them down by encouraging the caller to talk and think.  You can continue by finding out the details of the situation and follow up with a “what can we do to make this situation right?”

3. Get The Customer Thinking
   

   Finally, you can further de-escalate the situation by seeking solutions. Define all the details of the situation. Figure out what other vital information they have, something that might give you further insight for how to handle it. When you work with a caller, and ask them to pause to look up an account number or think about the details, it’s going to lower that level of emotional intensity. The more you get them thinking, talking, and speaking with rationality, the more progress you can make with the call.

It all leads to the end goal of standing on the same page and working to find common ground. Every situation is different, but these steps will often work when somebody wants to find a solution.

Take a look at the video below to see our own Dr. Rich speaking on the subject at one of our customer service skills training classes. If you would like to sign up for one of our training classes, please visit our public classes page.

Angry customers are common in any business. We just have to remember that when facing angry customers, first and foremost to recognize their emotions and let them express frustration. Never tell angry customers to calm down, that never works. It is always better to show empathy and acknowledge they feel upset. After listening, ask questions to understand the problem. Let angry customers explain the details; this helps them calm down. Guide the conversation toward solutions by getting the customer to think and focus on specifics. Working together leads to compromise and common ground. These simple steps help resolve conflict with angry customers quickly and effectively.

Learn more about Customer Service Skills training or for other areas for improving your life – see our public class list for our upcoming seminars.

Photo by Moose Photos from Pexels

Other Resources:

4 Brilliant Tips for Dealing with Angry Customers

17 Ways to Deal with Unhappy Customers