Top 6 Things Not to Do With Angry Customers
Below is a MRR and PLR article in category Business -> subcategory Customer Service.
Top 6 Missteps to Avoid When Dealing with Angry Customers
Word Count:
758Summary:
Steer clear of these common mistakes when engaging with upset customers.Keywords:
Customer Service---
1. Avoid Making Threats
Statements like, “If you don’t calm down, I won't be able to help you,” can feel threatening to customers, escalating tensions instead of calming the situation. Instead, try saying, “I really want to help you, but your tone is making it difficult for me to do so.” Then, pause for a couple of seconds to let your words sink in.
2. Don’t Argue
Winning an argument with a customer rarely leads to positive outcomes. As Dale Carnegie wisely noted, even if you’re right, you're unlikely to change the customer’s mind. Your priority should be to retain the customer, not to prove a point. Arguing may cause more harm, including negative word-of-mouth to others. Carnegie suggests the best way to win an argument is to steer clear of it altogether.
3. Never Hang Up on the Customer
Ending a call abruptly can worsen the situation. The customer’s issue remains unresolved, and they’re likely to call back feeling even more frustrated. If you’re unable to handle the conversation, offer to transfer them to a supervisor or colleague instead.
4. Don’t Make the Customer Feel Helpless
Saying, “This is all I can do,” can make customers feel powerless, prompting them to escalate their actions. Instead, shift the tone by saying, “What I can do is…”
5. Keep Your Voice Calm
Raising your voice will only fuel the customer's anger. Inspire calm by speaking softly, conveying that you’re in control and credible. Often, this approach encourages the angry customer to mirror your calm demeanor. Try asking, “What can I do to help?” in a composed tone.
6. Refrain from Telling the Customer They’re Wrong
Telling a customer they’re wrong provokes defensiveness and opposition. If you believe there’s a mistake, gently suggest, “I thought the contract read differently, but let’s take a look.”
By keeping these six key points in mind, you’ll be more successful in resolving disputes and regaining control when dealing with upset customers.
You can find the original non-AI version of this article here: Top 6 Things Not to Do With Angry Customers.
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