Six Steps to Calming Angry Customers

The Optical Journal - Optical News With Independent Views

If you work in a customer service industry then you probably know all too well how difficult it can be to deal with angry and frustrated customers, especially if you’re having a bad day.

But if you know the proper methods in which to deal with irate or grumpy customers, it will not only help you in how you deal with customers on a daily basis, it may even help improve the customer’s mood as well. Here are six different ways you can effectively deal with an angry customer in a professional and elegant manner:

1. Kill them with kindness

Sometimes the easiest and most effective way to deal with someone who is angry is to be extremely gracious and courteous to the person when talking to them. Keep a smile plastered on your face, and be sure to mind your P’s and Q’s as well.

2. Don’t argue back

One of the worst things you can do, especially if the customer is becoming extremely angry or perhaps even violent, is to not argue back or even raise your voice as this could make the conversation escalate even further. If you feel yourself starting to get frustrated, just remind yourself to stay calm and act professionally.

3. Talk quietly

If the customer keeps on raising his or her voice, then respond to them very quietly, almost in a whisper, and perhaps it will help bring down both their volume and anger level at the same time. This will help not only you in how you deal with the customer, but those around you who may be becoming frustrated with the customer as well.

4. Apologize

Sometimes you just have to suck it up and spew out a bunch of lies in order for the customer to calm down. This may come in the form of telling the person that you’re sorry even though you don’t mean it, or repeating the same words like “I’m sorry, I understand” even though you clearly don’t. But be forewarned that sometimes this may cause the customer to become even angrier, so prepare yourself.

5. Repeat the issue they are raising

Sometimes the best way to show you truly empathize with the customer’s situation (even though you don’t) is to repeat the issue whenever you get a chance to speak. For instance, say something like “I understand why you’re upset about _____, sir, I will do what I can and again I apologize.” Hopefully this will help them calm down so they can talk to you in a civilized manner.

6. Get personal

Sometimes when a person gets in an angry emotional state they fail to realize how they are treating the person they are talking to. If they’re in the midst of a tirade, interrupt them and say something like “I’m going to try and help you ma’am, by the way my name is ____.” Or if there’s a few silent moments while you’re trying to figure out a solution to the situation, ask them what their plans are for the day. It may not necessarily work, but it’s worth a shot.

Submitted by guest blogger Maria Rainier: Bio: Maria Rainier is a freelance writer and blog junkie. She is currently a resident blogger at First in Education where she’s written on online agronomy programs along with online IT networking programs. In her spare time, she enjoys yoga, playing piano, and working with origami.