If you have ever worked in a position that has any degree of customer interaction, then you likely have had to deal with irate customers. There are a number of reasons customer are irate. They range from misunderstandings about their agreement with your company to displeasure with your product or service to anger over personal issues. This hub will provide some strategies to handling irate customer and even salvage the relationship. Though this hub deals primarily with handling customer complaints, it can also be used to resolve conflicts in many areas of life.
Remain calm and don’t take it personally.
The first tendency of a person who is dealing with an irate person is to take it personally and start matching the tones and words of the irate person. We see their verbal assault as an attack upon our person when, in reality, they are attacking the company for which we work. Therefore, the first strategy in dealing with irate people is to not take it personally and to remain calm in the situation. If you keep your voice low and steady, then eventually the irate person will lower theirs, too. On the other hand, if you attempt to raise your voice to match theirs, it will only add fuel to the fire and they will either raise their voice louder or become more irate, as they will see it as an attack on them. Remember, they are already upset with your company. Yelling at them or calling them names will only escalate the situation.
Summarize their complaint.
Once you’ve gain an understanding of their complaint, summarize it to them to ensure you are correct in your assessment. If you do not understand their complaint, ask probing questions to clarify any unclear issues. By repeating their complaint back to them, you show that you heard them and understood them. This can go a long way toward calming the customer because one issue customers have with companies is that they do not feel that they are being heard by the company. It can also help save you time trying to resolve the wrong issue because you misunderstood the customer’s concern.
Empathize with the customer.
In his book, “How to Win Friends and Influence People,” Dale Carnegie advises his readers to put themselves in the shoes (place or mindset) of the other person with whom they are in conflict. See it from their perspective. Not only can this help calm the irate customer, but it can also go a long way towards resolving the issue. Say to them, “Mr./Ms. Customer, I understand why you feel like you do and, in your situation, I would feel the same way.” Perhaps, it is our view or reasoning that is flawed. We cannot assume that we are always correct. In some cases, the other person may actually be right.
Own the encounter.
One thing call center managers teach their employees is to own the call. When a customer calls with an issue or a complaint, it is the responsibility of the one who answers the call to resolve it, as much as it is within their ability. Whether the confrontation is on the phone or in person, if you are the person taking the complaint, you should be the one to resolve it. If you need to get further authorization or coordinate with another department, you should do so and not just transfer the customer. One thing an irate customer hates is for someone to pass the buck. Who likes being transferred from one department to another with each department saying, “We don’t do that here. I don’t know why they transferred you to us. Let me send you to…” Instead, own the encounter. Get the issue resolved.
There are times when you have to escalate the call to management or to another department because company rules demand it or the customer demands it. If that happens, do so. Explain to the customer what you are doing. If possible, do a warm transfer. That means, when you call up the department or supervisor, explain to them the customer’s issue and, if possible, introduce the customer to the person who will be taking over the call. Say to the customer, “Mr./Ms. Customer, (person’s name) is on the line and they will continue to assist you from here.”
End the call/encounter on a positive note.
If you cannot resolve it while they are on the phone (on during the visit), let them know, tell them what the next steps are, and set up a time to get back with them. There may be something that the customer needs to do. If so, summarize it and make sure they understand their role in resolving their issue. If you are unable to resolve the issue by the time you are supposed to get back with them, still call them and let them know of what progress you’ve made and what you are still waiting on for the issue to be resolved. Try to set up a new deadline to get back with them. If you do this, this will help the customer to see that the company is interested in them and their concern. It also can restore a favorable impression of the company with the customer.
As an agent of the company, you are part of that company. Therefore, when you are conversing with an irate customer, don’t take sides with the customer against the company. Don’t blame other departments for errors. Don’t say things like: “They’re always messing up and doing things like that” or “They’re just so slow over there.” Instead, say something like, “I’m sorry about the error. We will look into that and get it corrected as soon as possible. We appreciate your business and your patience in this matter.” Remember, you are all in it together.
People who interact with customers, either on the phone or in person, are the face of the company. Therefore, they are going to be the ones who are the targets of people’s ire. Don’t take it personally. Don’t argue with customers. Don’t insult customers. Instead, listen to their complaints. Repeat them back to the customer. Empathize with them and offer to help. Resolve the issue even if this means getting others involved. Being the face of the company not only means that you are the target of attacks but it also means that you are the one who can influence a person’s impression of the company—whether that impression is positive or negative. Your actions or inactions can sway whether the customer comes back or not.
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