If you work in customer service or have your own business, there are times when you have to receive calls from angry clients who are disappointed. How to deal with and serve clients will determine the customer satisfaction index and the success of the business you manage. The first step in dealing with an angry client is to remain calm. Listen to the client speak before proposing a solution. If the client has a tantrum, try to calm him or her down, but you need to figure out when to stop the conversation.
Step
Part 1 of 3: Keep Calm
Step 1. Don't react impulsively
Things will get worse if you're nervous or angry, although this is a natural reaction. If you speak calmly and professionally, clients will usually imitate your reaction.
- Focus on the breath by taking a few deep breaths.
- Do not let the client hear the sound of heavy breathing because you will seem annoyed or tired.
Step 2. Let the client express his feelings
Give the client the opportunity to explain the problem to completion and why he feels disappointed. If you have a question, don't interrupt; wait for him to finish speaking.
- Be patient. Usually, an angry client will take up a lot of time to talk.
- Do not argue, oppose, or argue with the client even if he or she is at fault.
- The most important aspect of interacting is making the client feel heard. Often, the client's attitude becomes more lenient because he feels heard, even though the problem has not been resolved.
Step 3. Don't be offended
Clients who are angry may just talk nonsense. When he says, "It's all because of you," he means the company that's causing the problem. Remember that this incident is not because of you. Don't take it personally so you don't feel overwhelmed.
Step 4. Give a short verbal response
Verbal feedback is feedback for the client to ensure that the phone line is not disconnected and that you are still listening to his explanation because he is not looking at you.
While the client is talking, give hints that you are still listening, for example by saying "Yes", "OK" or "Yes?" so that he is sure that you are still paying attention and willing to listen to his explanation until the end
Step 5. Control the tone of voice
You may want to respond to the client's anger by raising your voice, but this only makes things worse. The conversation will turn into a fight so that you seem unwilling to help. Speak calmly on the phone. Don't speak in an emotional tone.
Part 2 of 3: Proposing Solutions
Step 1. Briefly retell the current problem in your own words
Show that you are listening to the client's explanation by reiterating the important things to him according to your understanding. Start by saying, "I need to make sure that…" or "According to the information you have conveyed, you are experiencing…" This method helps you ensure that you and the client have the same understanding of the problem at hand.
Step 2. Show sympathy
Provide a sympathetic response so the client knows you understand his disappointment. Try to put yourself in the client's shoes and imagine how he or she feels. For example, you could say, "I can understand the disappointment you are feeling" or "This incident must have made you very upset".
- Do it this way even if this problem occurs due to negligence, ignorance, or client error.
- Never judge a client.
Step 3. Apologize if necessary
If the problem is your fault or that of another employee, apologize for the mistake. You don't have to apologize if the problem occurs because of the client's fault. Tell him, "We always try to provide the best service for clients so that this does not happen. However, we will still help you so that this problem can be resolved."
- Example of an apology, "Sorry that we were late in delivering your order, causing trouble. We will send it this morning."
- Another example, "Sorry, because there is a technical problem with the item you ordered and we can only prepare a replacement in 2 days. Please confirm the shipping address, will the item be sent to the office or home?"
Step 4. Work on the problem if possible
Usually, customer service employees are trained to deal with common problems, but there are also unusual and unexpected problems. Sometimes, clients complain for no apparent reason and demand a new product as a replacement.
- Don't promise a solution if the problem can't be solved, but try to help find a solution.
- You can say, "I will help you solve this problem" or "I will do my best to solve your problem" or "I will put you in touch with someone who can solve this problem."
Step 5. As much as possible, use positive words
The client wants to know what you can do for him, not what you can't do. Say positive words instead of saying "no", "can't" or "impossible". Even if the client's request cannot be fulfilled, it is better for you to say, "My advice, should you…?"
Part 3 of 3: Dealing with Angry Clients
Step 1. Try to calm the client down by asking questions
Instead of arguing, ask questions to keep the client's mind focused on the facts. Ask to clarify some of the things he said or ask what solutions he wants.
For example, you could ask, "What solution do you want to solve this problem?"
Step 2. Reprimand the client if he or she is being rude to you
Give the client a chance to express his feelings, but rebuke him if he yells or speaks harshly to you. Explain the consequences if he continues to talk like this.
- You could say, "I can understand your disappointment, but I'll have to hang up if you keep talking like this."
- Before serving a client, first study the company's policy for dealing with abusive clients. Company owners must establish written procedures about whether or not to hang up when talking to a client with a problem.
Step 3. Respect the client's request if he wants to talk to the boss
Sometimes, clients ask to be connected to someone with decision-making authority because the problem is not resolved. If a client makes this request, don't be offended or refuse it. Call the boss and let the client talk to him.
If you're a manager or business owner, politely say, "I'm the manager at this company. I'd like to hear your explanation and work out the best possible solution."
Step 4. Thank the client for talking to you to explain the problem
The client's anger will subside if he feels appreciated. Convey that the information he provides is a valuable input for the progress of the company, not as a distraction.
End the conversation by saying, "Thank you for the information you provided. We will do our best to prevent this incident from happening again."
Step 5. Take a break after you finish speaking
If possible, take a break before returning to work, as these kinds of conversations are usually very energy-intensive. Set aside time for a leisurely walk in the office yard, drink a cup of coffee while chatting with coworkers, or meditate for 5 minutes at your desk while breathing deeply.
