Most business owners could recount the story of difficult customers. No one can control the temperament of another person. We all have different anger thresholds and different trigger points. But we can control how we react when a customer becomes angry and make efforts to diffuse the situation.
An angry customer is more likely to share their frustration with others including via online platforms and that could seriously impact your business. So how do you manage the situation when a customer becomes angry?
Abusive customers
If the customer is verbally threatening or abusive towards you personally you should not tolerate it. There is no excuse for abusive behaviour. Recording calls is legal in the UK providing you tell the customer prior to the conversation taking place. By recording the call you may deter such behaviour and you will have evidence to illustrate the abuse should it occur.
Identify the Problem
Allow the customer to fully explain the problem and why they are angry or frustrated. Don’t interrupt and make notes if necessary, it will help to resolve the problem later if you have listened carefully to what they have to say. Clarify the situation if necessary to ensure you fully understand and show genuine interest by not making the customer repeat everything they explained earlier. Bear in mind the customer might actually have a valid complaint and you might be at fault. If the fault is clearly on your part acknowledging this sooner rather than later will go a long way towards building good customer relations.
Establish Rapport
Don’t be too officious or you may alienate the customer. Let him or her know you understand and want to resolve the matter for them. Empathising is useful here. If the customer believes you are taking their compliant seriously they are more likely to trust you.
If you say you will do something, do it. Don’t offer to call back if you don’t plan to do so. It is far easier to loose a customer’s trust than gain it, so don’t make rookie mistakes.
Provide Solutions
It may be the customer is at fault or the complaint or problem causing the distress cannot be resolved in the way the customer might like. Remember this is your business and its reputation at stake. Consider whether a compromise or other solution might help. If you’re willing to invest in a little goodwill at this stage you may reap the benefit with a positive testimonial or review. If dealt with sensitively you could turn this in to a win win situation.
Be Prepared For Reactions
The customer may not be happy with the solutions you offer, but once you’ve decided on the way forward for you and the customer, stick to your decision. Make sure you explain clearly why you are offering the solutions and don’t blame the customer, or react if they begin to get angry. Remain polite at all times or you might escalate the situation. Maintain your professionalism and tone, continue to listen and empathise where appropriate.
If the customers reaction is positive capitalise if possible. Perhaps invite them to leave a review and make sure they know they can contact you should there be anything else they need.
Follow Up
Depending on the type of business it may be appropriate to follow up after a resolution has been agreed. Maintaining customer relationships is crucial for a small business so effort put in here will help cement a postive relationship for the future.
And finally…
You will encounter angry or difficult customers in every kind of business, whether it sells direct to business or the general public. The trick is to not let difficult customers result in negative reviews, a brused reputation or loss of sales. Of course, if a customer is threatening or personal in their attacks this is abuse and you shouldn’t tolerate this, but if their anger is related to the service or product there are ways to manage the situation to your advantage. If you try to de-escalate and defuse you may turn an otherwise disastrous situation in to a positive one.