Do you know how to turn upset customers into happy ones? It begins with mastering the art of handling angry customers.
Recently, a survey conducted by Microsoft highlights that customers can build brand loyalty. It says 60% of customers have a deep appreciation for brands that resolve their complaints promptly. But, if you fail to provide a positive customer experience, they will feel angry and complain about their negative experiences.
Based on the study by Esteban Kolsky, unhappy customers will share their experience with 15 or more people. Most of them won’t even care to complain about their experience; they’ll just stop using your product.
But there’s a good side to customer complaints. A study by Harvard Business Review quoted that if the complaint is handled within 5 minutes, then customers are willing to pay extra for the service in the future.
So, how to deal with angry customers and analyze their complaints?
Well, most customers are not as difficult as they seem. By following a simple formula, you can handle them on your own and turn them into happy customers.
Psychology of customer anger
Angry customers are those who are frustrated or dissatisfied with a product or service. Handling them with patience, active listening, and quick problem-solving can turn their negative experience into a positive one, improving customer satisfaction and loyalty.
Remember, it’s not about you. Customers are upset, and you’re the person with whom they can share their negative emotions. Handling angry customers on the phone is different than dealing with them through email or chat. Start by understanding the reasons behind their anger. Stay calm, empathetic, and focused on finding the solutions to resolve their concerns.
Understanding the impact of angry customers
Angry customers can harm a business’s reputation and finances. Chances are they might not return, spread negative reviews, increase customer service costs, and decrease employee morale. However, their feedback can be valuable for improvements in products or services if used effectively. The best way to do this is by addressing customer concerns promptly and maintaining a positive work environment.
Also, a study shows that only 1 in 25 unhappy customers complain directly to you, while the majority will leave without informing the company. Therefore, it’s essential to hear the customer’s issue, investigate it, and offer quick solutions to prevent future complaints.
Some of the key ways in which angry customers can affect a business are:
- Damage to reputation
- Loss of customer loyalty
- Negative word-of-mouth
- Impact on employee morale
- Financial consequences
It’s important to note that not all angry customers are unreasonable. Few may be justified in their anger, especially if they have been the victim of poor customer service. In such cases, it’s essential to understand the customer and resolve the customer’s complaint.
1️⃣ Practise active listening techniques
Active listening is a communication method that is more than just listening to the words, it’s about understanding Ask probing questions: Dig deeper by asking specific questions to uncover details.
Review interaction history: Examine past communications with the customer.
Analyze patterns: Look for recurring issues similar to the current complaint.
Check product: Review any relevant logs or data related to the product or service.
Involve relevant teams: Consult with teams with insights into the problem.
Seek clarification: By paraphrasing their concerns, ensure you fully understand the customer’s issue.
the intent of the speaker and connecting with them emotionally. It involves full engagement with the speaker both mentally and physically, along with understanding the message and emotions. Active listeners show empathy, avoid judgement, and provide feedback to ensure that the speaker feels heard.
Effective tips to become an active listener
- Pay attention and stay focused
- Encourage detailed responses and ask open-ended questions.
- Seek clear explanations when required.
- Repeat what you have understood in words.
- Ask probing questions to get a deeper understanding.
- Summarize and recap the key points.
- Understand the customer’s feelings and respond empathetically.
2️⃣ Lead with empathy
Empathy is an emotion that helps to handle difficult customers and in providing the best customer experience. When dealing with angry customers, it’s important to show genuine empathy and support the team to stay calm.
Tips to Here’s how you handle irate customers with empathy
Make them feel heard - Let the customer vent their frustration without interruption. Use statements like, “ I understand why you feel frustrated.” Make them feel important and that you understand their concern.
De-escalate the situation - Avoid responding to the customers with anger. Acknowledge their experience with a statement like, “Thank you for sharing your experience with us”, and assure them that you’ll give your best to help.
Show genuine concern - Apologize sincerely to solve the problem efficiently and then promise to follow up to make the customer feel good. A small apology will help defuse the situation and open ways for resolution.
3️⃣ Use positive language and tone
Choosing positive words makes a lot of difference when dealing with angry customers. Using negative words makes the situation worse and can escalate tension. Therefore, it’s necessary to employ positive language, which can diffuse the situation and foster a more cooperative atmosphere. Craft your response, and go the extra mile to find the root cause of the customer’s issue. Convey a willingness to assist and collaborate on finding the right solution to make customers feel good.
Some key positive language tips include
- Acknowledge valid concerns to show empathy in a professional tone.
- Try affirmative language by using words like “absolutely” and “definitely” to show commitment.
- Focus on finding solutions rather than blaming customers.
- Express willingness to help and find the right solution.
4️⃣ Find the root cause behind your customer dissatisfaction
When your customers complain about their experience with the customer service team regarding the quality of your product or service, you need to find the root cause and offer the right fix to them. Provide your customer service team the authority to handle the customer’s issues and notify your manager of the same.
Tips to find out the root cause:
- Ask probing questions: Dig deeper by asking specific questions to uncover details.
- Review interaction history: Examine past communications with the customer.
- Analyze patterns: Look for recurring issues similar to the current complaint.
- Check product/service logs: Review any relevant logs or data related to the product or service.
- Involve relevant teams: Consult with teams with insights into the problem.
- Seek clarification: By paraphrasing their concerns, ensure you fully understand the customer’s issue.
5️⃣ Balance expectations
To balance customers’ expectations means to provide positive solutions by communicating clearly and honestly about the steps you’ll take to address their concerns. For this customer, transparency and clarity is the key to managing customer expectations and building trust.
For example, customers notice small details, especially when they’re upset. How you treat them matters a lot and can affect your relationship with them in the long run. Therefore, it’s necessary to exceed expectations and help dissatisfied customers remain calm.
Tips for balancing expectations:
Provide detailed information: Give comprehensive details about processes, timelines, and potential outcomes. This helps customers understand what to expect and reduces ambiguity.
Set clear deadlines: Always provide realistic deadlines and make sure they are achievable. If there’s a potential delay, inform the customer immediately.
Communicate regularly: Keep customers updated on the progress of their requests. Regular communication helps manage expectations and builds trust.
Explain the process: Describe the steps in addressing their concerns or delivering a service. Knowing the process can help customers appreciate the time and effort required.
Under-promise and over-deliver: Aim to exceed expectations by promising less and delivering more. This approach can enhance customer satisfaction.
Use simple language: Avoid jargon and complex language. Clear, straightforward communication helps ensure customers understand your message.
Acknowledge limitations: Be upfront about any restrictions or constraints. Honesty about potential issues builds credibility and trust.
6️⃣ Stay calm under pressure
Customers need to stay calm under pressure, which involves maintaining composure and a clear mindset during challenging situations. All it requires is managing emotions, thinking rationally, and making informed decisions, even in stressful situations. Most companies practice active listening skills to get emotionally involved with the customer’s issues and deal with angry customers.
Tips to stay calm under pressure:
To maintain composure, it’s important to practice deep breathing techniques, listen actively without interrupting, and maintain a positive and empathetic tone.
For example, if a customer is furious about a delayed order, take a deep breath and calmly apologize for the inconvenience. Acknowledge their frustration by saying, “I understand how frustrating this must be for you, and I’m here to help resolve this issue as quickly as possible.”
By focusing on solutions rather than the emotional aspect, you can de-escalate the situation and provide effective support.
Learn from feedback
Listening and learning from customer feedback, including complaints, is essential for business growth.
Addressing customer complaints effectively solves immediate issues and contributes to building a positive reputation globally. Embracing feedback as a learning opportunity can improve products, services, and customer experiences.
Additionally, actively seeking feedback shows customers that their opinions are valued, fostering loyalty and trust. Implementing systematic processes to capture and analyze feedback ensures that insights are integrated into business strategies, driving continuous improvement.
Cultivate a knowledge-sharing culture
Get to learn from upset customers as they teach valuable lessons. Their complaints often highlight areas where the service can be improved. Share this feedback with the team, including project managers, designers, and developers, to work together to find the right solutions.
Tips to cultivate knowledge-sharing culture
Encourage open communication: Foster an environment where team members feel comfortable sharing their insights and asking questions.
Implement regular team meetings: Schedule frequent meetings to discuss common issues, share solutions, and brainstorm new ideas.
Use collaborative tools: Leverage tools like DevRev to facilitate easy sharing of information and collaboration.
Provide training opportunities: Offer regular training sessions and workshops to keep skills up-to-date and encourage continuous learning.
BONUS!: Email templates for responding to angry customers
Type 1: If a customer had a poor service experience with your brand
Type 2: If there was no response to the customer’s previous email
Type 3: If the customer left a negative review
Type 4: If the customer is leaving
Live chat templates for unhappy customers
Template 1: Acknowledging and apologizing for the issue
Customer: I’m so frustrated with your product! It’s not working the way it’s supposed to, and I’m losing time and money.
Agent: I’m really sorry to hear that you’re having trouble with our product. I understand your frustration, and I’m here to help. Please explain more about what’s going on so I can troubleshoot the issue.
Template 2: Actively listening and showing empathy
Customer: I’m very tired of being passed around from one support representative to another. I just want to speak to a manager or someone who can fix this problem.
Agent: I completely understand your frustration. It can be very upsetting to have to repeat your issue to multiple people. Let me assure you that you’re in the right hands now. I’m going to stay with you until we get this resolved.
Template 3: Providing follow-up and checking for satisfaction
Customer: I hope you can fix this problem. I really need this product for my business.
Agent: I’m confident that we can get this resolved for you. I assure you that I will keep you updated on the progress of your case. In the meantime, please don’t hesitate to contact me if you have any further questions or concerns.
Template 4: Offering a discount or other incentive as a gesture of goodwill
Customer: I’m not sure I want to continue doing business with your company after this experience.
Agent: I’m so sorry to hear that. I value your business, and I want to do everything possible to make things right. I’d like to offer you a 20% discount on your next purchase as a gesture of goodwill. I hope you’ll give us another chance to show you what we can do.
Turning angry customers into loyal customers
Sometimes, dealing with angry customers can be a challenging task, and it presents a unique opportunity for businesses to show their commitment to customer satisfaction and foster a growth mindset.
When faced with an irate customer, the first step for any support team is to allow customers to express their negative emotions. Respond to them with respect and patience.
Equip your team with tools for handling difficult customers and transform their poor experiences into positive ones. Strengthen your relationship with your customers and turn your angry clients into loyal customers. One of the best intelligent live chatbot tools, OneCRM would use its modern AI-native platform and respond to customers’ queries along with offering immediate support.
