Seven Behaviors That Cause Problems With Angry Customers
Below is a MRR and PLR article in category Business -> subcategory Customer Service.
Seven Ways to Handle Angry Customers More Effectively
Summary:
Avoid these seven common mistakes when dealing with unhappy customers to regain their goodwill and improve your service recovery.
1. Avoid Telling Customers They Are Wrong
Never tell a customer they’re wrong. Doing so leads to opposition and unnecessary conflict. Even if you believe the customer is mistaken, it’s more effective to say, “I thought the contract stated otherwise, but let's have a look."
2. Don’t Argue with Customers
Winning an argument might cost you the customer. The goal is to retain the customer, not prove a point. Consider, “Is my response helping to resolve the issue, or just relieving my own frustration?” Avoid arguments as they often lead to losing customers.
3. Refrain from Saying “Calm Down”
Telling someone to calm down is usually counterproductive. Instead, try saying, “I can see you’re upset, and resolving this matter is important to me too.”
4. Always Apologize
Apologizing can quickly diffuse anger and build rapport. Surprisingly, 50% of complaining customers say they never receive an apology. Apologies create calm and can reduce costs related to lawsuits and settlements. You don’t need to admit fault?"express regret instead: “I’m sorry for any inconvenience this misunderstanding has caused you.”
5. Keep Your Voice Steady
Resist the urge to raise your voice when the customer is yelling. Stay calm and professional to maintain control of the conversation.
6. Let Customers Vent
An angry customer is like an erupting volcano?"nothing can stop it initially, but it will eventually subside. Allow customers to express their anger naturally. Most will calm down once they’ve had a chance to vent.
7. Offer Solutions Beyond “This Is All I Can Do”
Focus on providing options and assistance. Demonstrate your willingness to help by exploring all possible solutions.
By avoiding these common pitfalls, you can improve interactions with angry customers and enhance your overall customer service experience.
You can find the original non-AI version of this article here: Seven Behaviors That Cause Problems With Angry Customers.
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