Dealing with angry customers
Every company occasionally faces a difficult situation in which a customer is confronted. While dealing with content and satisfied customers is easy, the time and energy a company needs to deal with an angry customer is relatively more.
It is not always easy to determine the cause of dissatisfaction. They can range from a service error, a product error, or even a lack of after-sales service.
Dealing with angry customers is not easy, since the person dealing with the situation is also human, there is a possibility that the case will turn into a frustration and more disturbing for both parties concerned, if handled correctly, the agent can turn the client’s bad experience into a long-term relationship with the client.
Additionally, when an angry customer is satisfied, the comments provided are of higher value because they provide indicators for product or service improvement. When focusing and analyzing accurately, these comments can provide great insights that can add value to customer service.
How to deal with angry customers
There are a range of reasons why the customer gets angry, to provide appropriate assistance to the angry customer, it is necessary to know why the customer is angry in the first place.
Reports indicate that 72% of customers feel that ineffective customer support confirms them to explain their problem several times. We’ve all been there, and that’s not fun.
A list of some of the most important reasons for customer anger:
- Failure to keep up with service or product obligations.
- Quality of product or late and inappropriate service.
- Transfer inquiries from one agent to another, making the customer feel unwanted and ignored.
- Uncooperative and untrained staff who cannot provide appropriate answers to the client.
- When the customer moves from one channel to another, the loss of context causes the customer to repeat the query several times.
- Support agents lack appropriate listening skills, which prevents the customer from sharing full information about a problem.
Tips on how to deal with angry customers
By successfully determining why the customer is angry or dissatisfied, the complaint can be resolved efficiently.
Understanding why a customer is angry provides the customer support ceo with the leverage to see how serious the customer’s position and expectations are. This will help ensure the best services.
But what is the cost of a bad customer experience?
One angry customer can lead to a negative brand while sharing their experience on public platforms, where your potential customers are looking for comments.
More people tend to read negative reviews than positive reviews when evaluating a brand
When the right tactics and advice are applied, your business can move the customer from a negative attitude to a positive attitude and seize the opportunity to secure a long-term loyalty relationship.
Effective listening from an angry client is a must
Listening to the customer patiently and understanding all the points of concern makes it easy to identify the most appropriate solution to offer.
Interrupting an angry customer while speaking can exacerbate the situation. For this reason, the agent must first listen to all the fine details before making any suggestions, effective listening is the key to dealing with most negative situations effectively and calming the customer.
So the first advice is: give full attention and give your full focus to the angry customer.
Real-time support for angry customer appreciated
When dealing with an angry customer, it is necessary to ensure that you return more quickly. Delays in responding escalate the angry customer’s problem.
We mean that suspending or avoiding a customer for a long time can increase their anger and cause damage to the brand’s image.
This is where the company can use WhatsApp Chat Bot. An IBM survey suggests that WhatsApp Chat Bot can answer nearly 80% of routine questions and reduce customer support time, thereby helping angry customers ask standard questions.
The second advice is: deal with customer complaints immediately before escalating them on social media.
Sympathy for an angry client creates a good relationship
An important trait that every role customers face is empathy. The idea is to put yourself in the other’s position and think accordingly.
Usually, when the customer gets angry and asks for help, try to be sympathetic. It makes the customer feel that you understand his problem sincerely and that you are keen to solve it.
Acknowledging anxiety by making positive statements and emphasizing that you understand the customer’s problem and trying to help him in the best possible way can calm the angry customer to a great extent.
The tone at this stage is also essential. A quiet and calm tone will make customers feel listening and interested. Avoid using terminology and sla language during such a situation.
Advice 3: Sympathize with angry customers and use a quiet tone while talking to them.
Avoid taking things personally
Customer service agents often face the wrath of angry customers. It is important to understand that the client is not angry with the agent.
While talking to customer service, an angry customer may speak in a harsh and noisy way. There are opportunities that it may reflect his disappointment with the product or service in communicating.
By keeping this in mind, customer support representatives can stay calm and handle the situation better.
Advice 4: Customers are angry at the situation they are in and not from the agent. Don’t take things personally and deal with the situation calmly.
Try to reach the root cause
Root cause analysis is critical to providing an informed and ideal solution for an angry customer.
The main objective of root cause analysis is to understand what the actual problem is. Collecting and measuring all the details of the problem correctly is vital to find out the root cause.
As a company, you need to do this research. Sometimes, the customer may not be able to explain the exact reason why he got angry. Survey questions are the key that can help reach the root cause. Once you’ve identified the root cause of the problem, your agents can provide the solution
But simply providing a solution is not enough, proper implementation, monitoring and feedback from the client are also important.
Advice 5: Understand the underlying problem behind the customer’s problem to resolve the query as efficiently as possible.
Follow-up with angry customers builds trust
It is linked to after marketing in the most common terms. The follow-up service is necessary to see if the customer is satisfied with the service or not, and it will help the customer service provider to know if the solution is appropriate and works positively, continuing after the problem is resolved will make the customer happier and more satisfied.
Tip 6: Once the problem is resolved, follow up with the customer and ask if they are still having the problem.
Dealing with customers is one of the most important tasks a company must do. While one can solve a lot by going to training, many customer complaints can be resolved by adopting WhatsApp Chat Bot.
Providing an unforgettable value experience for the customer can help build a better and more strategic relationship in the long run.
