Communication Tips for Dealing with the Angry Customer
1. Be clear about what you want to achieve. It is unlikely to be
enough just to want to be rid of the angry customer (although
this can be a natural response). It is usually more satisfactory
(and satisfying) to set out to have the other person satisfied
that their complaint has been dealt with in the best possible
way.
2. Never, ever promise what you can't deliver. It may make them
feel better now, but tomorrow...
3. DO take responsibility for what you can. There is nothing
more irritating than someone who says "There is nothing I can do
about that... it's company policy"
4. Validate the customer's feelings. In their world, they have
every reason to be angry. It's OK to tell them that you can
understand why they might be angry, as long as you are seen to
be seeking a solution.
5. DO get as much specific information about the customer's
perception of the problem as possible. Not only does this
communicate interest, it will help you in resolving the problem
in a manner satisfactory to the customer.
6. Stay calm and focussed on the desire to resolve the customers
problem. When confronted with anger and aggression, the normal
response is to prepare for fight or flight by producing
adrenalin. If you have to, pause and take a slow breath. Do not
allow the customer's anger to provoke you.
7. If you have time (e.g. between taking and returning a call),
there is a valuable exercise that is useful in all sorts of
conflict situations.
a) Take stock of yourself. In your imagination, put yourself in
the confrontational situation, and simply notice what it is that
you are feeling, experiencing and thinking.
b) Put yourself in the other persons shoes. Imagine yourself
seeing through their eyes, feeling their feelings, and if it is
a face to face confrontation, see yourself as they would see
you, hear yourself as they would hear you.
c) Step out and step back. See the whole interaction with the
both of you present. Observe this as an impartial observer, with
the scene at eye level in your mind's eye. If you feel emotional
at this stage, simply imagine "switching" that emotion into the
body of the person it would be most appropriate for.
d) And come back.
The valuable thing about this exercise is that it enriches your
understanding of the communication between you, giving you
greater choice and greater objectivity, while allowing you the
opportunity to empathise with someone in a situation where
empathy could otherwise be difficult.