During my lunch break last week, I listened to a coworker of mine grieve about talking to disgruntled customers. She mentioned the next angry customer was going to get a similar attitude reciprocated back to them. I hope that she was just blowing off steam because getting angry in return will not get the conversation anywhere nor be good for her future at the company.

I am sure her feelings were not novel, and I am sure she did not speak to the only angry customer in history. Employees can often be confronted with an overly dissatisfied customer. It is important for representatives of your business not to exacerbate the situation when interacting with an irritated customer.

I once took a class with a business consultant. He suggested some ways to diffuse the situation when met with an angry customer.

They are entitled

The business consultant reminded me that the customer reserves the right to be angry. The customer may be irate for a large number of reasons. The reason they are upset may not directly involve your company.

Imagine the customer may be stressed because of money problems, an argument with their spouse, etc. Their predicament with your company may have been the last straw in a long line of reasons to become upset.

The business consultant reminded me to remember the main objective is to get to the foundation of the problem. In the mean time, examine the validity of the complaint and begin to think of ways to resolve the problem.

Listen well

Listening to the customer will help you better define the problem. They may be perturbed at some aspects more than others; try to gauge what they find to be most distressing. The business consultant reminded me not to return their emotion with emotion, and to remember their anger was not addressed at me personally, but the situation.

The business consultant prompted me to think of reasons why I might be emotional as well. The customer may be stressed over a technical issue, but the issue could be impeding them from meeting a deadline for their boss. Let the customer know that you are listening to them and that you will do what you can to help resolve the issue.

Be calm

Time will calm an irate customer. You will only strengthen their anger and lengthen the time of their dissatisfaction by getting upset yourself. Wait until the peak of the customer’s anger subsides. The business consultant urged me to be patient and to stay calm with the customer.

Sometimes people subconsciously know they are being irrational and seek vindication. The infuriated customer may try to get you down to their level, so anger will seem like the right emotion to have.

Ultimately, the customer wants you to help them. They will be reminded of this sooner if you maintain your composure.

Two-tier resolution

The business consultant reminded me I was working with two problems. The issue of the disgruntled customer and whatever was making the customer dissatisfied with my product or service.

Make the customer your primary concern. The customer’s ultimate satisfaction will be contingent on you addressing both issues; but, you want them to feel you listened to them and wanted to help them regardless of the problem.