No matter what kind of business you are in, you are always going to have angry customers. I’ve run into this myself. Even though I have done everything in my power and followed their instructions explicitly they weren’t happy.
So, here are some mistakes that you should avoid making when you are dealing with an angry customer.
Become Defensive with Angry Customers
When you are trying to calm someone who is angry, you should never explain the reason that things wrong. The last thing they want is to know the reason. They simply want it to be fixed. Your first priority needs to be addressing that there’s an issue. Then tell them you’re going to fix it. Telling them the reason is simply wasting time and digging a bigger hole.
Take It Personally
It can be hard to keep from reacting anytime angry customers are yelling at you. however, you should be aware that they’re not angry at you. they are upset with the experience. When you understand that something’s gone wrong, usually something that’s beyond your control, you’ll be better off. Think about how you’d feel if you were in their shoes.
Yell Back at Angry Customers
This is something that you need to avoid doing with angry customers. If someone’s giving you an attitude or yelling, you don’t want to reply the same way. If you are addressing someone who’s upset with an even temper, they eventually will come down to meet you. they are soon going to realize that they are being irrational when compared with the way you’re acting. Otherwise, you may find that you’re in a shouting match and things are getting worse.
Ignore an Angry Customer’s Concerns
It’s possible they are worried about the incorrect thing. You may even know that. So you are ignoring their concerns in order to reach the right solution. But if you don’t address their problems, it might feel like you’re shutting them out. This may make them feel even more stressed. Before you do anything else, you want to address the reason they’re contacting you. Then you want to tell them what you are going to do to fix it. Walk them through your thoughts as you do what needs to be done to resolve their issue. This way you’re not leaving them wondering what you’re going to do.
These are four mistakes that you should avoid making when you are dealing with an angry customer. They will help you with dealing with your customers and keeping more customers even when you are in the wrong.