How to Handle an Upset Customer

CIOs, IT managers, and MSP owners know handling upset customers is crucial to providing excellent customer service and maintaining strong customer relationships. In this post, you’ll learn five key strategies you can share with your team for handling an upset or angry customer:

Take a Deep Breath

When faced with an upset customer, remain calm and composed. Taking a deep breath allows you to approach the situation with a clear and level head. It helps you actively listen, understand their concerns, and respond thoughtfully, preventing emotional reactions.

Active Listening

Actively listen to the upset customer to understand their concerns fully. Give them your full attention, avoid interruptions, and ask clarifying questions. Empathize with their situation, which can help diffuse their anger and frustration.

Use Positive Language and Body Language

Employ positive language to convey empathy and understanding. Avoid negative language or defensive responses. Maintain friendly body language, such as eye contact, open posture, and attentive nods, to establish rapport and demonstrate sincerity.

Offer Solutions Immediately

Address the upset customer’s concerns promptly and proactively. Assess the situation, identify potential solutions, and communicate them clearly. Ensure the customer understands the proposed resolution and provide support throughout the process. (Of course, there may be times when a permanent solution is not immediately available. In that case, offer an immediate temporary solution.)

Set Realistic Expectations

Clearly communicate timeframes and commitments to the customer. Avoid vague language and provide specific information. This helps manage expectations and prevents misunderstandings.

By implementing these strategies, you can effectively handle upset customers, defuse tense situations, and work toward positive resolutions. Teach your team members to handle these situations with empathy, patience, and professionalism and that leads to improved customer satisfaction, loyalty, and positive word-of-mouth.

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