How to Deal with an Angry Customer when Working a Customer Service Job

Every job I've had, with the exception of my current one, I've dealt directly with the public. Every one of my jobs was related to customer service. One part of customer service I perfected was dealing with angry customers. If you work, a customer service job. This article will help you to better handle an upset customer.

If you deal with the public, in any type of customer service position, you're eventually going to have to deal with an angry and or upset customer. The first thing you need to do when confronted with an angry customer is to relax. This is a lot harder than it sounds and our natural instinct is to tense up. After all, you are going along doing your job now all of a sudden you have someone talking or yelling at you in an angry tone.

Chances are they are also displaying aggressive body language. If you can train yourself to relax instead of tensing up, you're on the way to instantly defusing the situation. When the customer sees that you are calm and relaxed they have a tendency to calm down themselves. The next thing you need to do is listen to them, just let them rant. Don't interrupt them, however, be sure to maintain good eye contact, nod when appropriate and add a few "uh huh's" and say "I see" when appropriate. This accomplishes two things. First, this shows the customer that you're empathetic to their situation. By giving them your full attention and thoughtful audible responses, you're showing them you are interested and genuinely care.

Second, allowing them to rant uninterrupted will usually be enough for them to calm down. Most people, when angry, are susceptible to being angrier if confronted. If you interrupt them and do so with an angry tone, you're only going to get them angrier and escalate the situation. If they have no confrontation, they don't really have any reason to become angrier.

The third thing you need to do is directly after they finish, apologize. It doesn't matter if you were responsible for why they are angry or not. You work for the company that was responsible for their anger; as a representative of that company you have a responsibility to try and make things right. Just say "I'm very sorry about that." Or "I'm very sorry that you are this dissatisfied." Not only is the apology important, the tone in which you say it is also important. You must sound sincere and genuine, not sarcastic.

The next step has actually created many surprised looks on the faces of the people who were furious only moments ago. After you apologize, simply ask them; "what can I do to fix this?" Of course this is provided they did not already tell you, during their rant. In fact that's why it is so critical you actually listen during their ranting. You'll find the majority of the time, after you say "What can I do to fix this?" their tone will go from angry loud to confused soft or even an almost childlike whiny tone think child saying; "I want my ball." What's most important, their angry tone is usually gone by now. After this, I ask them their name if I don't already know what it is. This will come in handy in the next step.

The fifth step is to solve the issue at hand. If you are not authorized to fulfill the request of how to fix the situation, immediately alert your supervisor. Kindly explain to your customer (using their name) you want to help, but don't have the authority to do so. For example, you can say something like; "Ms. Jones, {always use Ms. If it's a woman, never use just their first name, unless they explicitly told you to do so) as I said, I am very sorry about all of this. I really want to help you as best I can, however I am not authorized to give you what you want in order to resolve this.

Please just wait a moment while I get my supervisor they should be able to further assist you, and handle this promptly." Don't ever promise your customer that the supervisor will fix it. Because you don't know what your supervisor is or isn't able to do. Just tell your customer that your supervisor will further assist them, nothing more, and nothing less. Always explain fully what is going on with your supervisor. Don't make the customer explain everything again, if you do, you may undo everything you've worked so hard for to diffuse the situation. Again, this is why it so critical to actively listen during their ranting

If you are authorized to handle the situation use their name and tell them exactly what you are doing. Then really knock them for a loop, and give them more than what they asked for. For example you could say something like; "Ms. Jones, again I am deeply sorry about this situation. I'll be glad to refund your purchase. In fact, we value you as a customer so much; I'm also going to give you a five dollar gift card to use at your convenience. The majority of the time they will actually be smiling or have a look of astonishment on their face.

I've used the above steps numerous times. I can honestly say I turned every single angry customer around, except for one. This brings me to my next point; using these steps will greatly help deter or your angry customers. However, some people, no matter what can't be pleased. However, if you follow the above advice, you've done all you could do for them. If you gave it an honest effort, you cannot be blamed for that person still being unsatisfied.

It is also important to note that while dealing with the customer never put the company down that you work for. Sometimes, it can be easy to forget and do. For example, you may find yourself saying something like "yes I agree, that is a stupid policy." Remember you work for that company. Do not put the policies of the company you work for down to the customer. Never, ever, take what an angry or upset customer says to you personally. If you apply these techniques and become very good at defusing angry customers, you'll get noticed by your supervisors and probably get promoted quickly. I am positive using these techniques is what was responsible for me being promoted into supervisor positions in every job I've had.