Recognizing an angry customer is a piece of cake. They often reach out to you to express their frustration, refusing your assistance.
However, understanding their emotions is not always that easy. To know the root cause of their frustration, you need to rely on your communication skills and focus on turning angry customers into brand ambassadors.
Here are a few simple tips that will help you handle demanding customers.
Practice Reflective Listening
When an upset customer reaches out to you, they do not want to hear you say: “I understand.” Such a broad and generic statement will only frustrate a customer and discourage them from doing business with you in the future.
Instead, use reflective listening. This communication strategy involves a few critical steps. First, you need to actively listen to a customer and understand what they are saying. Second, confirm that you have understood their idea by reinterpreting their words. If you cannot understand their sentiment, ask a customer to tell you more about the problem they are facing.
Do not get overwhelmed and promise something you cannot deliver. For starters, your customers will be happy to know that their opinions are heard and valued.
Use your Customer Support Tech Tools
Sophisticated tech tools are the backbone of your customer support strategy. Let’s take the example of call center support, where you need to act fast without sacrificing critical thinking and customer experiences.
One of the simplest ways to enhance the performance of your customer support team is to invest in sophisticated call center tools. For example, most business VoIP solutions come with comprehensive customer communication suites that let you:
- Learn about a customer before answering the phone call. VoIP solutions integrate with your CRM. When a customer calls, the tool will pull the information from your CRM software and display it on your screen. That way, you do not have to place a customer on hold to buy time anymore. Knowing who they are, what they have already complained about, and what products they purchased, you can provide them with highly targeted user experiences.
- Leverage sentiment analytics to understand customers’ feelings and point them to the agent that is best suited to help them.
- Make video calls and share screens to explain complex solutions in a visual and engaging way.
Stay Calm and Professional
As a customer service representative, keep in mind that conflict is a part of your day-to-day business. The way you handle such situations, however, varies. No one likes to be treated with hostility and disdain. Speaking down to your customers will only hurt their feelings and reflect negatively on your entire organization. So, instead of getting all fired up about the problem, make sure your tone is professional, friendly, and calm.
Most importantly, resolve customer conflict in person or over the phone. Avoid sending emails or live chat feedback that may be used against your company.
Do Not Be Afraid to Talk to Angry Customers
You can often hear that fear cripples you. When an angry customer calls, you are probably afraid to confront them because you do not want to risk their brand experience.
That is not necessarily true. A customer wants to voice the problem so you can fix it faster. You should not be afraid to tell a customer if they are wrong. Chances are they are not experts in your field.
Most importantly, never feel guilty for not being able to help them immediately. For example, if a customer likes your product, but they are dissatisfied with your pricing model, there is not a lot to do about it. Instead of apologizing, thank a customer for feedback, restate their problem, and make them feel heard. Ask them to be patient as your team is working towards ideating a potential solution to the problem.
Let a Customer’s Anger Motivate You
Anger is a natural emotion a customer faces if your company does not meet their needs. As a customer service representative, you should take a customer’s frustration seriously. However, never take it personally. They are frustrated with your product, not you.
Anger gives your customers the strength to communicate with you openly. Channel this emotional energy toward resolving the problem. That is why you should always remain professional. Show that you are listening to them actively and provide potential solutions to their problem. Most importantly, do not make any promises before you dig deeper into the issue. If you promise something you cannot fulfill, a customer would probably be mad for deceiving them.
Thank them for Informing You about the Issue
When a customer sounds frustrated about their experiences with your brand and products, thank them for bringing up the problem to your attention. Make them feel appreciated. Explain how their feedback, either positive or negative, helps your team improve your products and customer experiences in the future. After all, without constructive feedback, you cannot build rapport with angry customers and help them, right?
Over to You
When reaching out to you, customers want to accomplish something. The good thing is that they are willing to cooperate even though they are angry. That is why you should be patient and stay professional. Provide helpful feedback and never make empty promises. Most importantly, let go of fear and channel a customer’s anger toward resolution.
Sure, there is no uniform approach to handling demanding customers. Tell us more about your tips and experiences.