How to Manage Angry Customers

How to Manage Angry Customers

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’s inevitable there will be more guests directing their frustrations at your staff—or each other. Here is how to manage angry customers.

Each day, new stories emerge of disgruntled workers encountering patrons who see coronavirus social distancing restrictions as “optional,” 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’re 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—and very necessary in today’s retail landscape.

If a customer begins to make a scene in your business, whether with another customer or with one of your employees, it’s critical to diffuse the situation as quickly as possible. There are several ways to do this, which we’ll explore today. Ready to dive in?

Keep Calm

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.

Listen

Oftentimes, people just want to feel heard. We’re all living in such strange times that our stress can boil over at inopportune times, even when we’re out shopping. It’s 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’s important to maintain your professional presence and respect their feelings—like them or not.

Another important tip to remember as you’re actively listening is to repeat back the customer’s concerns to them. This shows you were actually hearing their vent session and care enough to make sure you understand their frustrations.

Apologize

Customers want to feel heard, and they also want to feel as though whatever they’re upset about warrants an apology. Saying you’re sorry for the way they’re feeling showcases empathy, a key factor in diffusing tense situations. According to an article on Study.com, “empathy is the ability to understand and connect with someone’s feelings. In customer service, empathy is the ability to affirm a customer’s feelings and indicate that you can understand their pain or frustration, even if you cannot fix it.”

Offer a Solution

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’re having trouble finding an in-the-moment cure to the customer’s complaint, try asking them what you can do to make them happy.

As the country slowly begins to reopen, we’re 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.