101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Chapter 15. Meltdown: Dealing with Anger

When confronted with an angry person, you first have to accept that anger is a legitimate emotion—one that many of us find difficult to express appropriately. Therefore, when a person does express anger, you must assume that there is a valid reason for it. You also should recognize that some people are more volatile than others, some have less self-control, and some respond more to “gut reaction” than to logic. Here are some guidelines for managing an angry customer:

• Respond with a firm approach and a direct facial expression. Maintain a calm and composed stance throughout the encounter.

• Attract the customer’s attention by saying his or her name, if possible. Keeping eye contact, follow through immediately with a short statement, showing you recognize and acknowledge the anger: “You are obviously very annoyed; what exactly went wrong?”

• Empathize, acknowledging the customer’s point of view. It is important that you don’t imply that the company is a mess or that the staff is incompetent. Professionalism and loyalty to the organization must be paramount.

• Establish the facts of the situation while keeping a calm, even tone and level of voice.

• If appropriate, apologize once and sincerely for the inconvenience caused by any error or misunderstanding, then set about putting things right.

• Repeat your statement of intent until the customer calms down. It may be possible to offer an alternative: “Would you like to speak to the manager?”

• Ask if anything further ...