F.R.I.E.N.D.S – Right after reading it, I can see the grin on your face…
What started in 1994, made its place in our hearts and lived forever. The show had humorous one-liners that still make us laugh to the date.
The beloved series ended when Rachel Green got off the plane, and clan of 6 crazy friends lived happily ever after.
But… did it really end for us?
Its theme song “I’ll be there for you,” still occupies a special place in our hearts.
From the weird realities of dating, dead-end jobs, to the moments of “being there for each other,” the series taught us so much.
Amid all, did you realize where I am going with this?
How am I trying to connect the dots?
If you have guessed it already, then I’d say, “You are intelligent as Ross.” That, too, without a degree in paleontology. Jokes apart…
The main catch is, “I’ll be there for you,” theme stayed there till the end.
This is precisely your customers expect from you. They want you to be there for them when the need strikes or when they encounter any problem with your product or service.
You possess decent-sized brain roaming around your noggin… So, my dear, use it. Don’t shut it off when an unhappy customer knocks on your door.
How to deal with angry customers?
It’s easy to handle angry customers if you know what to say when to say and how to say it. In this blog, you’ll discover some magic techniques that can convert an unhappy customer into a happy one.
- Make your customer feel valued
“I AM SO DONE WITH YOUR SERVICE. PATHETIC IS THE WORD FOR YOU!
All CAPS are enough to understand the level of frustration here. Well, if you put yourself in your customer’s shoes, you’ll realize how pathetic it feels when there is no one to listen to.
Now the solution to this problem is, “Never say, I understand Sir/Ma’am.” Do you think that “I understand” is enough to calm a person down?
Your customers want to feel valued and heard. Instead of short replies, say that you are sorry for the inconvenience and ask more about the problem. Let them explain in detail about the problem.
Don’t just assume and start providing the solutions, but be there and listen carefully.
Once you know the issue, solve their problem.
Let’s see one case here:
She must be really frustrated that compelled here to tweet it. The worst part is, the brand didn’t respond and left the query unheard.
Do you feel that those who are seeing this tweet will buy from this brand again?
According to BrightLocal, Positive reviews make 91% of consumers more likely to use a business, while 82% will be put off by negative reviews.
The stats clearly explain why businesses need to care for the buyer’s reviews. Specially, during this time of uncertainty when the customers are super-frustrated due to being confined to the homes, be a listener. Don’t leave their queries unheard.
- Use the right tone
Your customer is that angry girlfriend who just wants to break up with you, not in the mood of listening to what you have to say.
Now, there are two ways to go:
- Breakup and don’t talk (she will tell her friends what you did, you’ll be poorly talked and ohhh! She will go back to her ex-boyfriend.)
- Be polite to her; let her release the aggression she has been holding on for so long. Talk to her and sort it out.
Similarly, if you are dealing with an angry customer, either cut it short, don’t address the problem, lose the business and let them go to your competitor. Or talk to your customer, let them speak, be polite, and sort it out.
See this case:
Here, the customer is ready to break up and want to go back to her ex-lover “Starbucks.” This is precisely what happens when you leave the problem unaddressed.
Now, let’s see the example of “late but done well done customer service.”
When the customer tweeted it, unlike “Tim Hortons” and “Cotton On,” easyJet didn’t leave the review. They addressed to the customer with a due apology. They used the right tone, though replied late, but solved the problem.
This is what we call “late but well-managed customer service.”
When an angry customer shows up, use the right tone. Here are some examples for you that act as a good conversation starter:
- “I am sorry that you have to face this trouble. Could you please tell me more about the problem so that I help you in the best possible way?”
- “It’s unfortunate that it happened with you, and I truly appreciate your patience on this matter. I want to resolve this problem for you ASAP; please tell me in detail about it.”
- “I am extremely sorry for the inconvenience caused. I care for your time. I will fix your problem real soon; I just need some details from you.”
Instead of giving them a mediocre fix, a detailed answer helps them feel they are heard, and you really feel bad for the problem your customer is facing.
- Let your client vent
Telling from my experience…It’s beneficial to go tongue-tied when the opposite temperament growls.
I remember my friend was on a call with someone, saying nothing at all…
I thought, perhaps somebody put him on hold, and he is just listening to the hung-up music. I called his name several times, but he didn’t listen and just hinted “ten minutes.” I waited…
After getting done with the call, he came and told me, “I was in the middle of some verbal stones.”
I couldn’t understand. Upon asking, he told me that a client was unhappy with his service due to some delay and was venting like anything.
He let him vent, and then said
“I’m feeling terrible about what you have faced. But I’ll do everything possible to make up for the time lost. Would you please let me fix what was done wrong from myside? I’ll be really grateful.”
This statement calmed him down, and he was more in control. He gave the client full rein over the conversation and then spoke when the storm got weakean.
This is exactly what you are supposed to do. I call it the best way to deal with unhappy customers. Just let them vent then continue.
- Make up for their worst experience
Remember one thing “You are not here to justify your position. You are here to listen and solve the problem.”
Instead of justifying your position, accept that there is a problem, and try to solve it.
A couple of months ago, I had a bad encounter with McDonald’s. They didn’t deliver the order on time, yet the food wasn’t really fresh. Oh, I was so pissed…
I called them and, like any other customer, just vented….
The best part is, they listened. They let me speak, and once I was done, they said, “We feel terrible for what you have faced. You didn’t get your food on time, yet the delivered deal wasn’t up to the mark.” To which I replied, “Well, leave it. There is nothing you can do now.”
The representative replied, “We’ll make up for this now. We are sending you the same order. Please accept it as our apology. We really don’t want to lose our customers.”
Their humble reply calmed down my storm, and I received the order again.
Sometimes, it’s not about offering complementary products or services but about how you can make up for the worst experience.
When a customer pays you for the product or service, it is your responsibility to make sure that there are no hiccups. Even if there are, please do make up for their experience.
By following this practice:
- You’ll earn the appreciation
- You’ll be seen as a responsible brand
- You won’t lose the customers
- Say thanks to your customers
Here I’d say, follow the law of gratitude. Do you know that a small “Thank You” goes a long way?
Your customers are the best critic and advocate of your service or product.
They are the ones to spread good things about you, yet they are the ones who bring your attention to the loopholes in your system.
To build a healthy relationship with them, listen to their issues. But don’t forget to thank them for shedding light on it.
When you thank an unhappy customer for notifying the issue, not only they feel heard, but they feel appreciated. And you know that appreciation always multiples. Your customers will be happy to buy from you again. Moreover, they’ll tell others how calmly you dealt with the situation.
It’s a wrap!
To calm down the storm of an unhappy customer is next to get into “bullfighting.” But if you know the real tricks of dealing with the anger, you’ll ace it.
To win, always remember these 5 points:
- Be patient
- Listen to your customers
- Use a polite tone
- Propose solutions
- Say thanks to your customers
So, this was your answer to how to deal with angry customers. Show your customers/clients; you are here to help. Viola! You are good to go.
If you have another point to share, I’d love to listen. Your comment is worth every buck.