{"id":16159,"date":"2020-01-14T18:00:42","date_gmt":"2020-01-14T18:00:42","guid":{"rendered":"https:\/\/intercom.com\/blog\/?p=16159"},"modified":"2024-09-24T14:53:53","modified_gmt":"2024-09-24T13:53:53","slug":"how-to-support-angry-customers","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/how-to-support-angry-customers\/","title":{"rendered":"Keeping cool when things heat up: how to support angry customers"},"content":{"rendered":"

One of the unavoidable realities of working in customer support is having to deal with people who are upset. Learning how to handle these uncomfortable customer calls will help you not only defuse angry customers but also keep your cool.<\/p>\n

Before joining Intercom\u2019s Customer Support team, I was a bartender in Chicago\u2019s Wrigleyville neighborhood. The area was exciting, busy, and filled with people who had started drinking early and kept going all night. While working there, I saw firsthand how mishandling an emotional customer could turn a small issue into an explosive one \u2013 with a lasting impact on your business.<\/p>\n

“Taking time to listen and really hear your customers, no matter why they\u2019re angry, can be challenging”<\/p><\/blockquote>\n

Chances are your customers won\u2019t try to throw a pint glass at you, but a bad support experience can lead to stressful conversations, customer churn<\/a>, and bad online reviews<\/a> that can go on to haunt your business\u2019s reputation.<\/p>\n

Taking a deep breath and really listening and hearing your customers, no matter why they\u2019re angry, can be challenging. But turning around their bad experience, showing them that you really care about their problems, can remind them why they chose your product in the first place.<\/p>\n

So how do you deal with difficult customers? How do you respond when they threaten to cancel their subscription or call you out on social media? It starts with leaning on five principles I picked up while bartending and adapting them for real-time support<\/a> conversations.<\/p>\n

1. When dealing with angry customers, start with \u201cwhy\u201d<\/h2>\n

It\u2019s easy to get defensive when receiving critical feedback from customers, especially when you\u2019re talking to them over live chat<\/a>. Unlike with other service jobs, you can\u2019t see your customer or read their body language \u2013 all you get is the customer\u2019s name and some angry lines of text.<\/p>\n

This can make it tempting to deflect with generic and empty phrases like, \u201cWe regret to inform you\u201d and \u201cApologies for the inconvenience.\u201d Unless you really do regret the situation or are genuinely apologetic, responses like these do little to resolve your customer\u2019s anger.<\/p>\n

“By understanding the root cause of their frustration, you\u2019re better positioned to respond in a way that\u2019s personal and useful to your customers”<\/p><\/blockquote>\n

Instead, take a minute to think about what your customer is asking and crucially, why they\u2019re asking it<\/a>. Is there a bug that\u2019s impacting their team\u2019s success? Are they asking for a new feature that would save them time or money? By understanding the root cause of the customer’s concerns, you\u2019re better positioned to respond and take action in a way that\u2019s personal and useful to your customers.<\/p>\n

<\/p>\n

This isn\u2019t to say every unhappy customer is going to be easy to handle, and it\u2019s important to know when you\u2019ll need to say no<\/a> to certain requests and how to do that (more on that later). But these conversations are only made easier when you understand where customers are coming from.<\/p>\n

2. Remember, customers have lives outside your product<\/h2>\n

Even a typically mild-mannered customer can blow up for reasons that have little to do with the issues you\u2019re chatting to them about. Anything in their life could be affecting their mood and their reaction to obstacles they encounter at work. While you\u2019re not here to play therapist, recognizing that they\u2019re human will make stressful situations easier to bear for both you and them.<\/p>\n

“The best thing you can do is remain calm, answer their questions, and remember that while you should take the customer\u2019s complaint seriously, you shouldn\u2019t take it personally”<\/p><\/blockquote>\n

I find it helpful to treat unhappy customers like they\u2019ve just got caught in the rain without an umbrella. It\u2019s unfortunate, but it\u2019s not life or death. From there, I try to figure out if it was a sunshower or a thunderstorm \u2013 is this a small annoyance or a more harrowing experience?<\/p>\n

Translated into a customer support context: a feature request that would save someone a few minutes of time is a sunshower. In cases like these, an irate customer is expressing a level of frustration that\u2019s out of the line with the actual issue. The best thing you can do is remain calm, answer their questions, and remember that while you should take the customer\u2019s complaint seriously, you shouldn\u2019t take it personally.<\/p>\n

On the flipside, a two-day outage or a bug that\u2019s wiped a customer\u2019s database is a thunderstorm. Your response should acknowledge the severity of the situation and communicate what\u2019s being done to resolve it. Accounting for the experience your customer is having can go a long way in helping you keep your cool while solving the customer\u2019s problems.<\/p>\n

3. What you say and how you say it matters<\/h2>\n

There isn\u2019t a single way of speaking that\u2019s going to work in every situation. The key is to treat customers as individuals and use your communication skills to talk in a way that makes the customer feel heard. When an upset customer reaches out to you, using fallback lines like \u201cHappy to help \ud83d\ude04\u201d or \u201cHave a wonderful day \ud83d\ude4c\u201d can sound just as robotic as \u201cWhat can I do for you today?\u201d<\/p>\n

Here are three common situations that can benefit from taking a one-to-one approach:<\/p>\n

Situation #1: Problems with the product<\/h3>\n

If the customer says:<\/strong> \u201cWhy does the product always have this bug?\u201d
\nDon\u2019t say:<\/strong> \u201cHappy to take a look at what you\u2019re running into!\u201d
\nInstead:<\/strong> \u201cI understand how this can be frustrating. Can you share some additional details on what you\u2019re running into so I can take a look?\u201d<\/p>\n

Situation #2: Negative support experience<\/h3>\n

If the customer says:<\/strong> \u201cYou\u2019re not listening to me!\u201d
\nDon\u2019t say:<\/strong> \u201cTell me more about what\u2019s wrong.\u201d
\nInstead:<\/strong> \u201cTo make sure that we\u2019re on the same page, can I get some clarifying information from you?\u201d<\/p>\n

Situation #3: Frustration with pricing<\/h3>\n

If the customer says:<\/strong> \u201cThis is unreasonably expensive!\u201d
\nDon\u2019t say:<\/strong> \u201cWe believe our prices are very fair.\u201d
\nInstead:<\/strong> \u201cI understand how cost is a big factor in the products you use. Let\u2019s take a look at how you\u2019re using our product and chat about your options.\u201d<\/p>\n

4. Follow up<\/a> with the right tone<\/h2>\n

No matter how good your customer support is, chances are none of your customers really want to talk to you. Customer support is often the last place customers turn \u2013 they weren\u2019t able to find an answer on their own or something is broken. Here, embracing a human tone<\/a> and adjusting it to match the customer\u2019s own tone can help you give them what they need.<\/p>\n

If the customer approaches you analytically with hard numbers, using a relaxed and familiar tone isn\u2019t going to elicit the same response as mirroring their specificity. Using timestamps and specific data gives those sorts of customers the kind of response they want, and that\u2019s a major part of a personal customer experience \u2013 catering the conversation to each individual.<\/p>\n

Other customers are more comfortable with a relaxed tone and you might end up having GIF-laden, emoji-filled conversations with them. Some, particularly the angry customers, just want things to be solved and tense conversations can make GIFs seem out of place.<\/p>\n

5. Don\u2019t be afraid to say \u201cno\u201d<\/h2>\n

There\u2019s a certain holdover from the “customer is always right” mentality that ends up causing more harm than good. That way of thinking led to a whole school of customer support that feels the need to offer blanket apologies to every customer for every issue, big or small.<\/p>\n

“There are also times when saying no is the right course of action”<\/p><\/blockquote>\n

There are certainly times where it makes sense to admit you could have done a better job \u2013 a bug that\u2019s preventing customers from getting work done or a period of unexpected downtime. But there are also times when saying no is the right course of action<\/a>.<\/p>\n

Here\u2019s a familiar situation: a customer writes in asking for a new feature. Sometimes, these are off-the-cuff suggestions that are low stakes for you and your customers. Other times, they can inspire real frustration and even anger when customers feel you\u2019ve overlooked a critical feature.<\/p>\n

Instead of apologizing or deflecting with \u201cWe\u2019ll look into it,\u201d follow up on feature requests<\/a> by explaining why certain decisions were made and offering to see if there\u2019s another way to help them achieve their goal. It won\u2019t turn a furious customer into a friend, but it will give them the context that\u2019s often needed to defuse potentially explosive customer interactions.<\/p>\n

<\/p>\n

Empathy: the key to dealing with angry customers<\/h2>\n

It can be unpleasant and stressful to work with difficult customers, but that\u2019s when good customer support is the most vital. Real customer support is grounded in empathy,\u00a0 active listening, and understanding why your customer is upset. It\u2019s not about apologizing for every customer complaint but connecting with customers, letting them know they\u2019re valued, and taking a problem-solving approach.<\/p>\n

When approached with empathy, engaging with upset customers can not only help you prevent them from churning, but it can even turn them into loyal customers<\/a> and strengthen customer relationships. That\u2019s the power of a great support experience. Just like defusing tensions in a bar, dealing with angry clients requires keeping your cool when things heat up.<\/p>\n","protected":false},"excerpt":{"rendered":"

One of the unavoidable realities of working in customer support is having to deal with people who are upset. Learning how to handle these situations will help you not only defuse angry customers but also keep your cool.<\/p>\n","protected":false},"author":333,"featured_media":16158,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[3],"tags":[19307,213,142],"coauthors":[11336],"class_list":["post-16159","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support","tag-3-support","tag-customer-engagement","tag-customer-support"],"yoast_head":"\n5 Key Principles of Dealing with Angry Customers [+Examples]<\/title>\n<meta name=\"description\" content=\"One of the unavoidable realities of working in customer support is having to deal with angry customers. 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