How to communicate with angry customers
Always begin every customer service communication with sympathy for their unsatisfactory experience and actively listen to their complaint. These are core strategies for dealing with customers. For active listening tips, see our blog Ten Soft Skills You Need.
Being polite and remaining calm with a pleasant voice will help ease their stress. This is especially true for phone etiquette on customer calls because they cannot see your body language. It might be a difficult conversation, but try to determine whether it’s a problem needing a solution or if this is someone who simply enjoys complaining.
Effective customer service begins and ends with effective communication. Improving your communication strategies will help in difficult customer situations and tricky customer conversations. To discover new ways to build up your communication skills, check out our blog Top 10 Soft Skills You Need.
Paraverbal Communication: “It’s not what you say, it’s how you say it.” Paraverbal Communication consists of 3 areas — pitch, tone, and speed of speech. Mastering these will help you handle customers’ emotional reactions.
Non-verbal Communication: For face-to-face encounters, your posture, hand placement, eye contact, and facial expressions will be important means to convey sincerity and a desire to resolve customer complaints. Be aware of the messages your body is sending, such as folded arms when dealing with angry customers.
There are also some fundamentals of customer service training you can put into place. When you have an unhappy or rude customer, let them know they are important by following the STAR methodology:
Situation: Immediately state the situation to the upset customer. What is the issue that needs resolution?
Task: State the task in which this problem occurred. How did it happen?
Action: Clearly explain to your customer your plan of action.
Result: Ensure you update your customer upon resolution. What was the result?