Here’s What NOT to Say to an Angry Customer

Here we bring you 5 things NOT to say to an angry customer, along with our alternative recommendations.

admin

Ramzi Chamat / 8 Ways Media
2016-07-04 08:30:00

Although the majority of your customers are probably more than happy with your products or services, there’s always going to come a time when a customer approaches you with a complaint or criticism.

Imagine you’ve just forked out your hard-earned cash on something and it fails to meet your expectations. Of course you are going to voice your criticisms. For this reason, it’s vital that you handle a disappointed customer very delicately because you do not want to lose their long-term custom.

It can be easy to get defensive at this point, but when customers get angry, they need extra care and attention to rectify the situation and keep them affiliated with your brand.

Below are 5 things NOT to say to an angry customer, along with our alternative recommendations:

1. Don’t say: “Can you hold the line?”

When a customer calls you in a rage, the last thing they will have the patience for is being asked to hold the line. Instead, structure your sentence carefully by explaining to them, “unfortunately you will have to wait a moment because...” and explain yourself carefully. Hopefully, you won’t have to keep them waiting for too long because they are likely to be very anxious to speak with you and get their problem resolved.

2. Don’t say: “Calm down”

Have you ever seen someone calm down when they’ve been told to do so? Probably not. Instead of ordering your customers around, instead say, “I hope you understand.” When you reason with your customers and show appreciation of their situation, they are far more likely to calm down as a result and see the situation from your perspective.

3. Don’t say: “Sorry but…”

If you say sorry to an angry customer, they are likely to retort with something along the lines of, “sorry’s not going to fix it,” while saying the word ‘but’ sounds as if you are arguing their point of view. Instead, say, “I apologise for…” and be sincere in your apology. This demonstrates that you understand their situation fully, and will do your utmost to fix it.  

4. Don’t say: “So what do you want me to do?”

This kind of a response is blasé, apathetic and unresponsive. As a member of the customer support team you need to show the caller that you genuinely care about their complaint and that you will do everything in your power to handle if effectively. Instead, propose some ideas by saying something like, “what do you think of…” which shows you are doing your utmost to find a solution to your customer’s problem.

5. Don’t say: “It’s not my fault.” 

By retorting with, “It’s not my fault” this shows that you have no empathy or sympathy for the customer’s complaint. Remain on the same page as your customer by offering your support, instead saying, “Let me see what I can do…” This brings you closer to the customer and reduces their chances of remaining angry.

As with many areas of business, it’s essential to be positive and kind. Take care of your customers and they will without doubt return to your brand and be your greatest ambassadors. 

We're here to help. 

If you're a business looking for a boost in the right direction. get in touch. 8 Ways Media is a leading branding and web design agency with a vast international reach along with the knowledge and resources necessary to help a business succeed. with more than 20 years of experience in the industry, we are pioneers in effective marketing whilst being responsive, fast and exceptionally creative. 

 

Interested to meet digital professionals?

Let’s discuss your project and try to find the best solution for your needs.