Always remember that the customer is always right. That is how the proverb goes. That’s also what you may assume if you’re attempting to figure out how to handle an irate consumer. You’ve probably encountered an irate customer more than once, no matter what industry you’re in. Answering client questions, assisting with onboarding, troubleshooting, and upgrading customers to a new product or service are all examples of customer support. To know more about customer support read here.
Their dissatisfaction and wrath may or may not be legitimate. Regardless, it’s up to you to diffuse the situation and provide a solution that pleases them and, ideally, keeps their business. This is easier said than done, especially when the client appears to have stirred up a storm in a teacup.
It’s never easy dealing with an irate customer. They might not understand your argument or believe the remedy you’re presenting is inadequate. To deal with them in a sensible and proactive manner, patience and perseverance are required.
Before we get into the practical advice on how to deal with them, it’s necessary to understand why it’s so important to handle such circumstances with care. Improper handling might have serious consequences for your organisation.
How Satisfying an Angry Customer Can Help Your Business
An furious and irritated customer has already lost faith in your company. Because the product or service did not meet their expectations, people often assume that the customer service experience will be poor as well. They’re already prejudiced, and if their issues aren’t addressed properly, they’re more likely to express their dissatisfaction with your organisation.
Businesses should not be willing to take such a risk, especially in these day of the internet and technology. People use the internet to find out what previous consumers have to say about a firm from which they are considering purchasing something.
With the development of review sites and social media, it’s now easier than ever for your dissatisfied consumers to submit bad reviews of your business. People looking for your products will notice that existing customers aren’t having a good time. They may decide not to purchase your goods and services.
An disgruntled customer, on the other hand, who receives excellent customer service when they least expect it will be pleasantly surprised. They’ll be more likely to stick with your company and suggest it to others.
For businesses offering products and services online, social proof is extremely valuable. Businesses may reduce churn and extend their client base over time by going above and beyond to help unhappy consumers.
Top 5 Tips on How to Deal With an Angry Customer
1. Keep Calm and Carry On
A consumer who is already irritated will not appreciate being addressed in an ambiguous or, worse, hostile manner. They don’t want to give off the idea that they’re trying to make a mountain out of a molehill.
The same can be said for the language you use. A bad decision can lead to communication breakdowns, which will only add to your customer’s unhappiness. Always keep in mind not to take their rage personally.
To keep communication with the consumer calm and concise, pay attention to the tone and language you employ. This prevents them from becoming enraged or believing that their worries are not being given the attention they need.
2. Empathize and Make Them Feel Heard
Consider this: if your customer didn’t care about your product or didn’t believe in it, they would have churned long ago. However, they’re contacting your team in the hopes of finding a solution to their issue so that they can continue to use your product.
Demonstrate empathy. It does not imply that you agree with them or that you assume full responsibility. It’s merely a method to show customers that your organisation cares about their experience and is available to help them with any problems they may have.
If they feel heard and their concerns aren’t dismissed, they’ll be more receptive to the solution you propose, as the issue should have deescalated by this point.
3. Map Out Your Customer Journey
A customer’s journey may occasionally take an unforeseen detour. This could be owing to a tight implementation timetable or a pressing deadline. It’s almost as though failing to provide appropriate forward-facing visibility to clients at this stage renders them blind.
The consumer should constantly be aware of the processes leading to their success, as well as any further steps they may need to take in order to get the most out of your product. Always keep track of your customer’s journey so you can account for any last-minute adjustments.
The customer support team will be able to better manage customer connections as a result of this.
4. Offer a Solution
Another easy yet effective technique to deal with an irate customer. They’ve only been contacted when they’ve run into an issue and are looking for a solution. Customers aren’t interested in empty promises or clichés.
They wish to have their issue resolved. Give them a solution and show them how it will solve their problem. Be willing to communicate. They may occasionally want more information or assistance, which is a valid request.
Ascertain that your customer service employees are equipped to provide solutions that meet the majority of the typical pain points that you anticipate your clients will face. This will result in a quick settlement and, perhaps, many satisfied consumers.
5. Don’t Forget to Look After Your Employees
When it comes to dealing with an unhappy customer, one of the most common mistakes firms make is forgetting to look after their employees.
A Customer Success Manager who has been dealing with unhappy clients for hours on end without a break will be unable to provide the level of service you demand.
It’s critical for you to act as a barrier between your employees and dissatisfied consumers as a team leader. It’s what will keep your team working and productive. Employees who are overworked and weary are unlikely to exceed customer expectations.
Don’t be afraid to end a client relationship if your team has a very tough customer whose behaviour is consistently negatively harming your personnel. That is sometimes the only and best option.
Guard Against Angry Customers From the Start
You can’t anticipate every problem or issue that one of your consumers might have. However, if you pay attention to your onboarding process and put your clients up for success from the time they begin using your product, you may be able to reduce the amount of unhappy customers.