{"id":34647,"date":"2020-05-20T10:48:27","date_gmt":"2020-05-20T14:48:27","guid":{"rendered":"https:\/\/www.arffinancial.com\/development\/?p=34647"},"modified":"2023-01-04T09:07:31","modified_gmt":"2023-01-04T14:07:31","slug":"how-to-manage-angry-customers","status":"publish","type":"post","link":"https:\/\/www.arffinancial.com\/development\/how-to-manage-angry-customers\/","title":{"rendered":"How to Manage Angry Customers"},"content":{"rendered":"<h2><img class=\"aligncenter size-large wp-image-34648\" src=\"https:\/\/www.arffinancial.com\/development\/wp-content\/uploads\/2020\/05\/ARF-Blog-05202020-1024x538.jpg\" alt=\"How to Manage Angry Customers\" width=\"1024\" height=\"538\" srcset=\"https:\/\/www.arffinancial.com\/development\/wp-content\/uploads\/2020\/05\/ARF-Blog-05202020-1024x538.jpg 1024w, https:\/\/www.arffinancial.com\/development\/wp-content\/uploads\/2020\/05\/ARF-Blog-05202020-300x158.jpg 300w, https:\/\/www.arffinancial.com\/development\/wp-content\/uploads\/2020\/05\/ARF-Blog-05202020-768x403.jpg 768w, https:\/\/www.arffinancial.com\/development\/wp-content\/uploads\/2020\/05\/ARF-Blog-05202020.jpg 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>How to Manage Angry Customers<\/h2>\n<p>Any small business owner that works within the customer service space is likely to have encountered an upset customer. With tensions and stress levels in the retail and hospitality sectors at an all-time high amid the COVID-19 pandemic, it\u2019s inevitable there will be more guests directing their frustrations at your staff\u2014or each other. Here is how to manage angry customers.<\/p>\n<p>Each day, <a href=\"https:\/\/www.wyff4.com\/article\/grocery-store-hires-security-workers-call-out-shoppers-ignoring-covid-19-restrictions\/32023896\">new stories emerge<\/a> of disgruntled workers encountering patrons who see coronavirus social distancing restrictions as \u201coptional,\u201d and want to make their opinion known. Because of the highly politicized nature of the global pandemic, there is no shortage of criticism over things such as wearing a mask, maintaining a 6-foot distance from others, not shopping in groups, etc. A guest is just as likely to think you\u2019re not doing enough to combat the spread of the virus as they are to think your business is taking it too seriously. In any event, the challenge of handling an irate customer is very real\u2014and very necessary in today\u2019s retail landscape.<\/p>\n<p>If a customer begins to make a scene in your business, whether with another customer or with one of your employees, it\u2019s critical to diffuse the situation as quickly as possible. There are several ways to do this, which we\u2019ll explore today. Ready to dive in?<\/p>\n<p><strong>Keep Calm<\/strong><\/p>\n<p>Tense situations can easily escalate into violent territory, so one of the most important things you can do in this scenario is remain calm and level-headed. Responding in an irate fashion that matches the attitude your customer is projecting may be tempting, but there are no benefits to this approach. Staying calm will allow you to think clearly and articulate your message.<\/p>\n<p><strong>Listen<\/strong><\/p>\n<p>Oftentimes, people just want to feel heard. We\u2019re all living in such strange times that our stress can boil over at inopportune times, even when we\u2019re out shopping. It\u2019s unfortunate that your staff often bear the brunt of this verbal abuse. Active and patient listening goes a long way in calming down an upset customer. Even if their complaint seems outlandish or impossible to fix, it\u2019s important to maintain your professional presence and respect their feelings\u2014like them or not.<\/p>\n<p>Another important tip to remember as you\u2019re actively listening is to repeat back the customer\u2019s concerns to them. This shows you were actually hearing their vent session and care enough to make sure you understand their frustrations.<\/p>\n<p><strong>Apologize<\/strong><\/p>\n<p>Customers want to feel heard, and they also want to feel as though whatever they\u2019re upset about warrants an apology. Saying you\u2019re sorry for the way they\u2019re feeling showcases empathy, a key factor in diffusing tense situations. According to an article on <a href=\"https:\/\/study.com\/academy\/lesson\/empathy-in-customer-service.html\" class=\"broken_link\">Study.com<\/a>, \u201cempathy is the ability to understand and connect with someone&#8217;s feelings. In customer service, empathy is the ability to affirm a customer&#8217;s feelings and indicate that you can understand their pain or frustration, even if you cannot fix it.\u201d<\/p>\n<p><strong>Offer a Solution<\/strong><\/p>\n<p>Depending on the situation, solutions to customer service escalations can range from simple to highly complex. For instance, a customer upset about an item being out of stock can easily be offered a gift card or discount on a comparable product. But a customer getting verbally abusive and causing a scene may very well just need to be escorted out of your restaurant or shop. If you\u2019re having trouble finding an in-the-moment cure to the customer\u2019s complaint, try asking them what you can do to make them happy.<\/p>\n<p>As the country slowly begins to reopen, we\u2019re sure to see plenty more stories of upset guests and workers alike. Armed with these tips to transform a terrible situation, your staff will be prepared to handle whatever comes their way.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>How to Manage Angry Customers Any small business owner that&#8230;<\/p>\n","protected":false},"author":5,"featured_media":34648,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","om_disable_all_campaigns":false,"footnotes":""},"categories":[128,698],"tags":[398,402,400,399,443,386,548,577,550,578,549,535,220,612,213,608,345,116,173,536,117,597,595,594,516,401,224,222,172,226,142],"class_list":{"0":"post-34647","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-day-to-day-business-operations","8":"category-small-business-financing","9":"tag-affordable-business-loans","10":"tag-affordable-small-business-growth","11":"tag-business-expansion","12":"tag-business-growth","13":"tag-business-line-of-credit","14":"tag-business-loans","15":"tag-coronavirus","16":"tag-coronavirus-pandemic","17":"tag-covid-19","18":"tag-covid-19-pandemic","19":"tag-covid19","20":"tag-equipment-leasing","21":"tag-flex-pay-loans","22":"tag-how-to-manage-angry-customers","23":"tag-line-of-credit","24":"tag-pandemic-or-not","25":"tag-restaurant-expansion","26":"tag-restaurant-financing","27":"tag-restaurant-funding","28":"tag-restaurant-leasing","29":"tag-restaurant-loans","30":"tag-restaurant-reopening","31":"tag-restaurant-reopening-after-coronavirus","32":"tag-restaurant-reopneing","33":"tag-restaurant-trends","34":"tag-small-business-expansion","35":"tag-small-business-financing","36":"tag-small-business-funding","37":"tag-small-business-growth","38":"tag-small-business-loans","39":"tag-working-capital"},"acf":[],"yoast_head":"<!-- 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