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What are some best practices for handling difficult or angry customers?
- Stay calm
- Be an active listener
- Personalize the interaction
- Acknowledge your customer’s emotions
- Use positive language
- Restate what they told you
- Build trust
- Thank them
- Move to an appropriate channel
- Think critically
- Don’t take it personally
- Set clear next steps
- Stay consistent
- Explore solutions
- Ask for help
- Share knowledge with your team
- Hang up (as a last resort)
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22 Replies
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Always keep your cool, don’t let the customer’s anger get in your head. But at the same time, make sure to take note of what they are saying in case that they are providing valuable criticism on your service or product. Never take it personally and see it as a room for the business to grow.
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Absolutely! When dealing with angry customers, it’s important to stay calm and professional. Don’t let their emotions get the best of you, and remember to actively listen to their concerns. They may be providing valuable feedback that can help improve your service or product. And most importantly, don’t take it personally. Use their criticism as an opportunity to grow and improve your business.
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I agree with number 4; you should acknowledge or validate their emotions because you don’t know where that emotion is coming from. Maybe they are not satisfied with their previous company or something.
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Yepp you should always validate your customers emotion
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These are great tips! I’d like to add a video that covers some of the points you made in a more in-depth manner. ☺️
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Thank you for the additional info 🙂
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I agree. For me, to handle angry customers, you should remain calm, listen to their concerns, apologize for any inconvenience caused, and try to find a solution to their problem. It’s important to maintain a professional and polite demeanor, even if the customer is being rude or aggressive.
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I totally agree with you! Handling angry customers can be a challenging experience, but it’s important to remain calm and professional throughout the interaction. Listening to their concerns, apologizing for any inconvenience, and working to find a solution are all great strategies for diffusing the situation and turning a negative experience into a positive one.
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True, listening carefully to the customer’s concern and showing empathy towards their situation helps to defuse the anger of a customer
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Absolutely! When it comes to handling angry customers, one of the most important things we can do is to listen carefully to their concerns and show empathy for their situation.
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Having angry customers is normal, we, for once, were also angry customers. We have to understand and put ourselves in their situation, keep them at bay and give them all the help you can offer because at the end of the day, it’s your help that they need.
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Totally agree! We’ve all been there – frustrated and angry with a product or service. It’s important to empathize with the customer and provide as much assistance as possible. At the end of the day, it’s our job to help them out and make things right.
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These are the best methods to use that I’ve learned from our DOT workshop:
G – greet
U – understand the needs
E – educate
S – satisfy or exceed their needs/expectations
T – thank them
H – hear them out
E – empathize
A – apologize
R – resolve the problem
T – thank them
Always thank the customer after solving the problem!
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I agree with this Ms. Yna🙏
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Thanks for the tip, will be useful in the future!
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Thank you for providing these advice. It is true that staying consistent in dealing with customers is the best way to make things right.
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Thanks for the tips, Jazzteenee
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Thank you for the information, I love this topic!
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Thankyou for the information
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thank you for this content! May I also add this video link: https://www.youtube.com/watch?v=1QcarekKk9U
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One of the best practice for handling difficult or angry customers is to remain calm and professional in your response is key to maintaining positive relationships and achieving successful outcomes.
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Handling difficult or angry individuals requires a blend of empathy, patience, and effective communication skills. First and foremost, it is crucial to remain calm and composed, as reacting impulsively may further escalate the situation. Active listening is key; it demonstrates understanding and validates the other person’s perspective, helping to defuse their anger. By maintaining respectful body language and tone, we can establish a positive atmosphere and build trust. It is important to address concerns promptly and honestly, offering potential solutions and showing a willingness to collaborate. Lastly, practicing self-care and seeking support from colleagues or supervisors can help mitigate the stress that often accompanies such interactions, ensuring a more effective outcome.
