One of the worst conflicts in business is handling an angry customer, in this post we composed 6 proven strategies for handling such situations.
1. TAKE INTO ACCOUNT THEIR EMOTIONAL INTUITION
Emotional intelligence helps you decide quickly.
Ask questions to find out why a customer feels uneasy, questions like;
“I want to understand. Please share what’s making you angry.”
“How can I ease your fears?”
“What can I do to help you feel comfortable enough to proceed?”
2. ENGAGE IN REFLECTIVE LISTENING
When you’re upset, hearing someone say “I understand” doesn’t necessarily provide comfort, as it often feels like an inadequate response.
An example of reflective listening;
Customer: We’re frustrated with the budget constraints and your unwillingness to discount.
Customer Respondent: So what you are saying is that our pricing doesn’t fit your budget, and we’re not offering a discount that meets your needs.
Is that right?
This response shifts their focus from mistrust to actively addressing their needs for progress.
3. BREAK DOWN THE ISSUE INTO SMALLER PARTS.
Breaking a large problem into smaller, manageable parts, makes it easier to handle and motivates us to address it directly. It’s a technique commonly used to organize tasks and effectively manage complex problems.
4. DO NOT BE AFRAID
Fear drives our desire for control. When faced with a difficult customer, we hesitate to challenge them out of fear of damaging the relationship. Instead, focus on listening, understanding, and determining the next steps without feeling the need to immediately fix the issue.
5. STAY COMPOSED AND KEEP GOING
How you handle issues affects your customer relationships. Respect is key; being disrespectful reflects poorly on you and your company.
Stay calm, professional, and fierce. Avoid name-calling and finger-pointing to prevent any negative repercussions.
6. KEEP IN MIND, FEELING ANGRY IS NORMAL
When dealing with an angry customer, resist the urge to justify yourself. Recognize they’re seeking validation and control. Take their frustration seriously, but don’t take it personally. Stay calm, listen attentively, acknowledge their concerns, and assure them you’ll work on a solution.
We bet you found these tips useful to scroll to the end!
Give this post a Like, and Share with someone you know it would help, Follow Us for more knowledgeable contents.
