Four Steps to Handle an Angry Customer

Anger, even when it is your customer’s, is a natural, normal emotion. To help your customers manage their anger, then redirect it away from you and toward solving the problem, try these four suggestions.

1. SHARE THE ANGER

Don’t cut off clients who are shouting about a problem. Hear them out, acknowledge the problem and then talk about it.

2. EMPATHIZE

Communicate how well you understand your clients’ reason for being angry. Use an example of how you’ve had a similar problem and how upset you were. Describe how you dealt with the problem and offer solutions to the present bad situation.

3. REASSURE YOUR CLIENTS

Let clients know that it’s OK for them to be angry. Make them understand that this problem will not affect your overall business relationship. Often, overcoming a major difficulty increases the buyer/seller bond.

4. STAY CALM AND ASK QUESTIONS

To minimize the effects of angry customers on your own attitude and the sale, stay calm and don’t become defensive. Prepare questions that will uncover hidden problems such as misunderstandings, current difficulties with your products, or false bad reports or rumors they’ve heard about your company. And be ready to call again another day if the prospect’s work or family problems have made it impossible for you to receive a fair hearing.