Dealing with angry customers is a test of your patience and politeness. They feel the way because of some inconvenience from your product or services. Even if they are wrong, you have to treat them with respect because they are the reason for your business to grow.
As a small business owner, the situation is inevitable regardless of your efforts to provide the best experience to every customer. You will lose revenue, and the brand reputation may take a serious hit. You must learn to manage those customers to avoid burning the bridge there.
How to Educate Your Employees of Handling Customers
People with a few years of experience are aware of the right conduct while dealing with dissatisfied customers. They have deal with them before, and some learnt the hard way to lead the conversation. But the problem arises when you have a young workforce with little to no experience interacting with difficult customers.
You need to educate them with training sessions during the hiring process. Take help from the experts from outside of your organisation to make the sessions more effective. Make sure you are present during the training session to share your experience while dealing with angry customers.
Guide them through the calls while remaining in the background. The modern calling systems allow conferencing without the customers being aware of your presence. You can take loans for bad credit from direct lenders to cover the cost of training and modern infrastructure.
Tips to Manage Angry Clients
Keeping your calm during a phone call with an angry customer is never an easy job. You need to focus on the problem while trying to diffuse the whole situation. Here are some tips for managing unsatisfied customers to bring peace to the table.
- Stay Polite
You should always remain polite while dealing with angry customers regardless of their issues. You will find some of the most bizarre reasons people find to ask for a complete refund. And you cannot cut the phone call in between even though you understand their concern is unreasonable.
Keep your calm and respond in a polite tone to the customer. They will find your message understandable when they are ready to find a solution. Their anger is a natural emotion because they have paid for some service they find below expectations.
- Apologise for the Inconvenience
Your apology is the point of conversation that can change the mood of customers. They will accept your acceptance of the problem before trying to find the solution. Stubbornness will only fuel their anger to cause more damage to your reputation.
You should adopt a thorough approach while trying to apologise for the problem or inconvenience. It will make the customer feel valued and give assurance of understanding their troubles. Also, do not drag the explanation as it will serve no purpose other than extending the conversation.
- Listen to Their Problems
Always listen to the customers with a complete focus on each word. Many customers are not equipped with great technical knowledge to explain the exact problem with your product. Therefore, active listening can help understand the problem to help the customers more effectively.
There is a difference between listening to the response and understand. You should not focus on the response while the customers express their frustration with your services. Ask questions to them, paraphrase their words, and more importantly, never interrupt them.
- Show Empathy
You should show empathy to the customers even if they are wrong with the complaint. They are facing a few troubles with your product is the reason for the conversation. And you should understand the problem while trying to capture their feelings.
It will go a long way in gaining control of the situation and finding what the customers want. Empathy will make your customer feel a relation on a personal level. They will appreciate your attention towards customer service because of their listening skills.
- Focus on a Solution
The reason to continue the conversation in a polite tone while listening to customer’s problems is to help them. You need to find a solution that works in real-time without costing your company more money. If somehow you can manage to instantly make them happy, use the method after the approval of your management team.
Wrong expectations can further damage your brand’s reputation and relation with the existing customers. Be honest with them while discussing a solution that may get available in the future. Furthermore, inform them of the latest developments or any delay in the process to turn their negative feedbacks into praises.
- Take Your Time
You may invite the customers to meet in person after an infuriating conversation on the phone. Or, the customer service team may direct another call of angry customers to manage with a new issue. Your mind may not process the information because of disappointment or frustration.
Take your time before meeting a customer after a phone call. You should never interact with a client or prospect if you feel stressed because of the previous conversation. Take a small break with a walk around the office premises or snack to calm your nerves.
- Nothing Is Personal
Remember, the display of anger from a customer is because of some problem with your product or services. They have the right to feel frustrated because of the money they are willing to pay to get the best experience. Therefore, no words directed during the phone call is personal.
You should handle the situation professionally to avoid a heated conversation. Do not feel bad for yourself after the conversation, even if they speak some hurtful words. You should feel proud of yourself after de-escalating the situation while helping the customers.
To sum up, it will get easier to manage the difficult clients over time. Patience is the key while trying to understand their problems. You can take help from the experts in your organisation to manage the situations if it seems out of your control.