9 Quick Tips On How To Deal With Angry Customers On Call

No matter what service or product your company offers, one thing is certain: you will inevitably encounter angry customers. So in this article, we will see how to deal with angry customers

From the blunt remark, “Your customer service is the worst in the market,” to the threat of discontinuing their use of your services accompanied by the ominous promise of a bad review on Google, these disgruntled individuals can put your customer satisfaction skills to the test. 

Keeping customers happy and content is an ongoing challenge, as it is your responsibility to deliver a quality service or product. 

However, mistakes and misunderstandings can occur, leading to frustrated customers. In such situations, it is crucial to handle the issue with care and sensitivity. 

So, how can you effectively deal with angry customers, especially when the fault lies with your company? Here are 11 quick tips on how to deal with angry customers smartly:

11 Quick Tips On How To Deal With Angry Customers On Call

1) Do not Lose your Cool

It is crucial to adopt a firm mindset when dealing with an upset consumer. Understand that nothing in the circumstance is a personal attack. 

Even if it would be natural to become angry in response, it is important to pay attention to this advice: keep your cool at all costs. Losing your temper in front of a furious customer will only fuel their frustration.

Regardless of the situation, maintaining customer satisfaction should be your sole priority. Do not be afraid to ask for help from your manager or end the call by your company’s policy if the situation gets out of hand and the customer starts becoming uncooperative or abusive verbally. (according to the policies of your business). 

Acknowledge and appreciate that the customer has every right to be angry if they have not received satisfactory service. This mindset will help you remain calm and collected.

When a customer contacts you to voice their concerns, they expect empathy and understanding, not a defensive or confrontational response from the customer care representative. 

In the midst of dealing with an angry customer, employ phrases such as “I understand your frustration” or “I am actively investigating the matter” and express gratitude by saying, “Thank you for bringing this to my attention.”

Utilizing such phrases will instill hope in the customer, as they anticipate a concrete solution.

2) Use The Power Of Silence

The power of silence in communicating can be pretty effective. While communicating with clients, pausing to hear and comprehend their issues before answering shows respect and attention to detail. 

It enables you to compile insightful information and customize your reaction accordingly. Silence can also allow the client to fully express themselves, resulting in a more fruitful exchange of ideas.

In addition, the intentional use of silence can arouse curiosity. You can develop suspense and engage the customer’s attention by waiting before offering essential information or solutions. 

For instance, it can be helpful to divide an answer into essential points and present them gradually so that the client can completely comprehend each one when dealing with a complex issue.

3) Offer Solutions, Not Excuses

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Implementing a proactive attitude to problem-solving is essential. Concentrate on offering workable solutions rather than offering justifications or avoiding accountability. 

This indicates your dedication to client satisfaction and contributes to the development of your credibility.

When a consumer runs into a problem, it is critical to listen to their concerns sympathetically and act quickly to fix the problem. 

For instance, if a customer has a technical issue with our product, you need to give it a top priority and dedicate resources to fix it right away. 

Reinforce your dedication to delivering value by providing prompt solutions and going above and beyond to ensure customer satisfaction.

During such situations, you can comfort them by saying things like “While I may not have the ability to personally resolve this issue, I can connect you with someone who can,” or simply inquire, “Would it be helpful if I schedule a follow-up call, ensuring that I will have a solution for your problem by then?”

4) Never Put On Hold

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Though putting the call on hold might seem like a good idea to help the customer cool down or to find a way to solve the query, it is quite the opposite. 

Putting an angry customer on hold will infuriate them even more. Nobody likes to be kept on hold when they are expressing their concern. Keeping an already agitated customer on hold might make the situation worse. 

A wise move would be to convey that you need a minute or you need to put them on hold to connect them to your supervisor/manager. This might not make the situation better but it will not escalate it either.

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5) Personalise The Interaction While Considering The Customer’s Perspective

In interactions, personalization is crucial. Customers’ experiences can be considerably improved by using their names and addressing their specific needs and problems. 

You develop a connection with them and earn their trust by demonstrating that you comprehend their particular problems and objectives.

Consider the customer’s point of view and approach the engagement that way. Answer their inquiries with clarity and appropriateness. 

For example, it is essential to offer thorough details on integration choices and potential advantages if a customer asks about the compatibility of the product with current systems. 

6) Empathise With The Customer

Anger is a reaction that comes only after the limits have crossed. You need to understand that a customer is confronting you only after they have gone through severe problems. You should try to talk only after putting yourself in their shoes. 

Try to empathize with them by using statements like “I understand your situation”, “I can understand what you must be feeling”, “I would have done the same in your position” or simply convey that they are being understood by you and you are looking for a solution. 

Furthermore, trying to validate what they are saying might make an agitated customer feel heard and can even help in calming him down. Use phrases such as “You are very right about it” or “Your concern is right”. Getting such replies will make the customer feel valued.

7) Making The Customer Feel Good

It is vital to create a welcoming environment for customers as a customer service professional. By doing so, you may promote relationships of trust and strengthen customer satisfaction. 

One strategy that works well is to welcome customers with a smile and genuine greeting, emphasizing their importance to our business. 

Assuring clients that their issues are significant to us through our encounters can help us establish a favorable emotional connection.

Additionally, it is crucial to actively listen to clients so they may properly convey their requirements and problems. Our ability to listen carefully helps consumers feel heard and understood. 

Equally significant is your prompt and polite response to any questions or concerns they may have. Personalized solutions and clear, brief explanations are both helpful in creating a pleasant environment. 

The ultimate objective is to make sure customers experience a sense of worth and appreciation during all encounters with our customer service team.

8. Take Ownership

One of the most significant elements of offering outstanding service is taking ownership of the complaints from customers. 

You must take responsibility for locating a solution when a consumer contacts us with a complaint. 

This involves avoiding assigning blame or placing the onus on other divisions or people. Instead, you should proactively look for answers, working with the appropriate teams to properly solve the problem.

Along with taking responsibility, you ought to be open and truthful in your interactions with clients. Establishing reasonable standards for deadlines, updates, and results shows responsibility. 

By taking charge of handling customer problems, you build trust and ensure them that you are dedicated to their satisfaction. 

By taking charge, you not only address immediate problems but also enhance our standing as a trustworthy business that values its customers.

9) Make Callers Feel Special With IVR

Last but not least, having an IVR or cloud call center solution can help you improve your customer’s experience. 

Opt My Operator as your trusted office IVR service provider for improved customer communication. My Operator provides a full-fledged solution to enhance your customer-calling experience. 
Choose My Operator as your trusted office IVR service provider for improved customer communication.

Our IVR setup comes with a centralized business number. This virtual number can incorporate various departments and multiple agents. 

This ensures that your customers do not have to go through the trouble of trying multiple phone numbers. IVR greetings can make your consumer’s experience better with the help of customized and professional voice messages. Additionally, providing a toll-free number can further enhance accessibility and convenience for your customers.

10. Follow Up On Any Prior Inquiries Or Responses 

It is necessary to keep track of prior inquiries and responses sent to each customer in order to deliver great customer care. 

You can make sure consistency in our interactions and more effectively deal with any persistent issues by keeping thorough records. 

Additionally, it gives you a thorough grasp of a customer’s past, which enables you to offer customized and effective solutions.

It is equally important to follow up with consumers. You can show your commitment to customers by following up with them once an inquiry or issue has been answered.

Following up also gives a chance to get consumer feedback, making sure they are actually pleased with the solution. 

You can build trust and strengthen relationships with your valued customers by thoughtful analysis and constant follow-up.

11. Gesture of goodwill

It is particularly important to show goodwill in challenging situations where a consumer has suffered significant trouble or disappointment.

To convey your sincere regret for the unpleasant experience, this may involve offering compensation in the form of a refund, a discount, or additional benefits. 

In addition to acknowledging the difficulty the customer has experienced, making a goodwill offer shows our dedication to ensuring their satisfaction.

It is vital to take the customer’s experience into account while deciding what kind of goodwill gesture to make, as well as the likelihood that they will remain loyal in the future. 

You may change a bad experience into a good one by genuinely trying to make things right and by giving a heartfelt gesture. 

Such deeds of kindness also encourage client loyalty and good word-of-mouth, which ultimately help your company to grow.

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How to Deal with Angry Customers in a Call Centre- MyOperator

Call routing is another feature of IVR, which comes in handy while dealing with angry customers. With the help of this feature, you can easily connect with the concerned department/agent on call without any delay. If you integrate the WhatsApp API into your IVR system, it can enhance communication with your customers, making it even more efficient.

By using IVR, you can even keep a check on the conversations that happened between your customers and your agent. 

Furthermore, features like call reports and timely follow-ups will make sure that any missed call is attended to as soon as possible as our IVR setup gives you timely notifications for the same. 

My operator’s call center software is the solution to all the problems your business might face while communicating with customers. Opt for IVR to help your business grow and make your customers happier.

You can handle tricky circumstances and leave customers feeling valued and heard by following the quick tips that we have addressed, such as remaining calm, actively listening, and offering solutions. 

Keep in mind that patience and empathy are very helpful in customer service. If you do anything wrong, owning up to it and finding a solution will help you win back your customers’ trust and keep them happy. 

So, use these approaches the next time an unhappy consumer calls so that you can transform a possible disaster into a chance to win over a loyal and grateful customer.