Avoid these 7 Phrases when Dealing with Angry Frustrated Customers #angrycustomers

Summary

In this video, customer service expert Jeff Mowatt shares seven common phrases that can worsen interactions with angry customers and offers more effective alternatives. He emphasizes the importance of empathy, taking responsibility, and rephrasing negative language to foster positive communication. By providing actionable tips like using 'I appreciate your patience' instead of 'bear with us,' Mowatt helps teams build trust with upset customers. He also covers crucial techniques, such as validating feelings and setting clear boundaries, to de-escalate even the most difficult situations, ensuring both customer satisfaction and employee confidence.

Takeaways

• 😀 Avoid telling angry customers to 'bear with us'—instead, say 'We appreciate your patience' to express gratitude and calm the situation.
• 😀 When informing customers about delays, use positive language like 'It will be here as soon as Friday' rather than 'It won’t be here until Friday'.
• 😀 Never blame others (like shipping or supply chain issues) in front of customers. Take responsibility and say 'We missed something here, and I’m going to fix it.'
• 😀 Avoid asking customers 'Why didn’t [someone] do this?'—focus on gathering relevant information and keep the conversation solution-oriented.
• 😀 Instead of asking 'What do you want us to do?', phrase the question positively with 'What would work best for you?' to empower the customer and resolve the issue.
• 😀 Never tell customers to 'Calm down'—it’s patronizing and dismissive. Instead, validate their feelings by saying 'That sounds frustrating.'
• 😀 The worst thing you can do is respond in kind to an abusive customer. Set limits by saying, 'I want to help, but I need you to speak calmly so I can resolve this.'
• 😀 Avoid passing the buck by telling customers to speak to your manager—take ownership of the issue and aim to resolve it on the spot.
• 😀 When customers get angry, focus on positive language, showing empathy, and offering fair solutions to regain trust and defuse tension.
• 😀 Refrain from using blame-centric language or telling customers what they should do. Instead, aim for collaboration and provide solutions that exceed expectations.

Q & A

Why is it important to avoid saying 'bear with us' to an angry customer?

'Bear with us' is problematic because it sounds like an order to the customer, suggesting they need to tolerate the situation. It can put a negative spin on the conversation. Instead, expressing appreciation, such as 'We appreciate your patience,' helps build rapport and shows gratitude, which is more likely to diffuse anger.

What is a more positive alternative to saying 'it won't be here until...' when dealing with an angry customer?

Instead of saying 'it won't be here until...', which can sound negative, it’s better to phrase the message positively, such as 'It will be here as soon as Friday.' This wording focuses on the upcoming solution, not the delay.

Why should customer service representatives avoid blaming others when something goes wrong?

Blaming others, such as saying 'looks like shipping messed up,' shifts responsibility away from the company and can make the customer feel like their issue isn’t being taken seriously. Taking ownership of the mistake with phrases like 'We messed up' or 'I’m sorry, we dropped the ball' helps show accountability and can diffuse frustration.

What is the problem with asking customers 'Why didn't you...?' during a confrontation?

Asking 'Why didn't you...?' puts the blame on the customer and can make them feel incompetent or defensive. Instead, focusing on gathering relevant information with the 'who, what, where, when' questions keeps the conversation constructive and avoids escalating tension.

How can asking 'What would work best for you?' improve the interaction with an angry customer?

Asking 'What would work best for you?' empowers the customer by giving them a sense of control over the situation. It shows that you are willing to find a solution that meets their needs, which can be more productive than asking 'What do you want us to do?' which may sound like you’re not willing to act unless they specify.

Why is telling a customer to 'calm down' considered one of the worst things to say?

Telling a customer to 'calm down' is condescending and patronizing. It invalidates their emotions and can make them feel worse. A more effective approach is to validate their feelings with phrases like 'That sounds frustrating,' which shows empathy and understanding.

What should you do if a customer starts swearing or being abusive during a conversation?

If a customer starts swearing or using abusive language, it's important to set boundaries with positive intentions. You can say something like, 'I want to help, but your language is preventing me from focusing on resolving this issue.' If they continue, it’s appropriate to let them know you will end the call, but they are welcome to call back when they can engage respectfully.

Why is it better to handle an angry customer yourself instead of asking them to speak to a manager?

Asking an angry customer to speak to a manager often makes the situation worse because the customer has to repeat themselves and go through additional steps. Handling the issue yourself can resolve it more quickly and shows the customer that you have the authority and willingness to help them directly.

What is the benefit of using phrases like 'What do you think would be fair?' instead of 'What do you want us to do?'

Phrases like 'What do you think would be fair?' shift the conversation from a demand for a solution to a collaborative effort. It helps to prevent the customer from becoming overly aggressive, as they feel they have a voice in the resolution, and it sets the tone for a fair, respectful solution.

How does taking responsibility for a mistake impact the customer service experience?

Taking responsibility for a mistake, even if it wasn’t directly your fault, can greatly improve the customer experience. It shows accountability and commitment to resolving the issue, which often causes the customer to be more understanding and less likely to escalate the situation.