Top 6 Ways to Get An Angry Customer to Back Down

Summary

This video script offers six effective strategies for dealing with irate customers assertively. It emphasizes the importance of a sincere apology to re-establish trust and reduce costs. The script suggests using diplomacy to address anger directly without escalating the situation, and 'computer mode' to remain neutral and regain control. It also highlights the power of empathy and the shock value of showing appreciation for feedback to steer the conversation positively. These techniques aim to create calm, maintain control, and improve customer satisfaction.

Takeaways

• 🙇‍♂️ Apologizing to an angry customer can make them feel heard, diffuse anger, and help re-establish trust, even if the apology is carefully worded.
• 🌬️ Using 'kill them softly with diplomacy' can help address the customer's anger without escalating the situation, by acknowledging their feelings and showing that resolving the issue is important to you.
• 💻 Going into 'computer mode' involves responding without emotion, which can defuse the situation by not providing the emotional reaction that an angry customer may be seeking.
• 🤔 Asking 'Have I done something personally to upset you?' can prompt the customer to reflect on their behavior and shift from an emotional to a more rational state of mind.
• 💡 Showing empathy towards the customer's inconvenience can disarm their anger and help you see the problem from their perspective, preventing you from losing your cool.
• 🤝 Expressing empathy builds rapport and helps the customer feel understood, which is crucial for maintaining control and resolving the issue.
• 🔄 Using phrases that express empathy, such as acknowledging the customer's frustration or inconvenience, can help in bridging the gap between you and the customer.
• 🙏 Thanking the customer for their feedback after they have vented can surprise them and put you back in control of the conversation, as it is an unexpected response.
• 🚫 Avoid taking the bait when the customer is being verbally abusive; maintaining a neutral and impersonal response prevents the situation from escalating.
• 🛑 When a customer is verbally abusive, continuing to respond without emotion can be an effective tactic because it is neutral and unexpected, causing the customer to reconsider their approach.
• 🛠️ Deploying these strategies when faced with verbal abuse can help create a calm environment, maintain control, and lead to a more effective resolution.

Q & A

What are the negative outcomes of ignoring difficult customer behavior?

Ignoring difficult customer behavior is unproductive and unhealthy, as it does not lead to customer satisfaction and often fails to resolve the issue at hand.

What is the first strategy suggested for responding to an angry customer?

The first strategy is to apologize, which helps the customer feel heard and understood, diffuses anger, and begins to re-establish trust.

How does a carefully worded apology benefit a company?

Pilot studies have found that a carefully worded apology can reduce losses, settlement, and defense costs for a company.

What is the 'kill them softly with diplomacy' strategy and how does it work?

This strategy involves addressing the customer's anger directly but non-defensively, which helps to dissipate the anger without getting pulled into the drama of the attack.

What is 'computer mode' and how can it be used to handle difficult customers?

Computer mode is a tactic where one adopts an impersonal and neutral tone, similar to an automated response system, to deflect, diffuse, and disarm angry customers without adding fuel to the fire.

Why is it important not to take the bait when a difficult customer is trying to provoke an emotional reaction?

Not taking the bait prevents the situation from escalating and allows the service provider to regain control and confidence by not providing the emotional reaction the customer is seeking.

What is the purpose of asking the question 'Have I done something personally to upset you?' to an angry customer?

This question is meant to force the customer to think about their behavior, often shifting them from an emotional to a more rational state of mind.

How can empathy be used as a tool to disarm an angry customer?

Empathy allows the customer to feel genuinely cared for and understood, which helps to build rapport and keeps the service provider from losing their cool.

What is the significance of showing appreciation for difficult customer feedback?

Showing appreciation surprises the customer and can stun them into silence, allowing the service provider to take control of the conversation and steer it in a desired direction.

What is the overall goal of the strategies mentioned in the script for dealing with irate customers?

The goal is to create calm, maintain control, and effectively handle the situation, leading to a more satisfactory resolution for both the customer and the service provider.