If you work in customer service or sales it is inevitable that you would have to deal with angry customers from time to time. Handling angry customers is more of an art than a science. It requires a great degree of thinking on your feet, emotional intelligence, empathy, and humility. It also entails saying the right things.
While the right words can soothe an angry customer and settle a tense situation, the wrong words will make things worse and damage customer relationships. When you are dealing with customers who are angry or upset, you need to be extra delicate with your choice of words, as using the wrong words could easily give your message an unintended meaning, which would infuriate the customers even more. Below is an infographic on 10 things you should never say to angry customers –
Angry customers are not the ‘bad omen’ professionals perceive them to be, they are actually a good thing because at least they cared. An angry Customer is someone who cared and was disappointed.
Avoid these words in your interaction with angry customers, and listen actively to them while they vent and express their issues. By doing just these two things, you’re a few steps away from turning an angry customer to an advocate.