You're dealing with an angry customer. How can you use emotional intelligence to turn things around?

1 Acknowledge their emotions

The first step to using emotional intelligence with angry customers is to acknowledge their emotions and show empathy. This means listening to their complaints, validating their feelings, and apologizing for any inconvenience or mistake. By doing this, you are showing them that you care about their situation and that you are not defensive or dismissive. Acknowledging their emotions can help diffuse their anger and make them more receptive to your solutions.

2 Control your emotions

The second step to using emotional intelligence with angry customers is to control your own emotions and stay calm. This means avoiding any negative reactions, such as raising your voice, arguing, or blaming. Instead, you should focus on your breathing, use positive self-talk, and remind yourself of your goals. By controlling your emotions, you are showing them that you are professional and respectful, and that you can handle the situation effectively.

3 Offer solutions

The third step to using emotional intelligence with angry customers is to offer solutions and follow up. This means asking them what they want, offering them options, and agreeing on a course of action. You should also explain the benefits of your solutions, thank them for their feedback, and assure them that you will resolve the issue as soon as possible. By offering solutions, you are showing them that you are competent and reliable, and that you value their satisfaction.

4 Learn from the experience

The fourth step to using emotional intelligence with angry customers is to learn from the experience and improve your service. This means reflecting on what went wrong, what you did well, and what you can do better. You should also seek feedback from your colleagues, managers, or mentors, and use it to enhance your skills and knowledge. By learning from the experience, you are showing yourself that you are resilient and adaptable, and that you can grow from challenges.

5 Build rapport

The fifth step to using emotional intelligence with angry customers is to build rapport and maintain the relationship. This means following up with them after the issue is resolved, checking on their satisfaction, and offering them incentives or rewards. You should also use their name, express gratitude, and show interest in their needs and preferences. By building rapport, you are showing them that you are friendly and attentive, and that you appreciate their loyalty.

6 Embrace feedback

The sixth step to using emotional intelligence with angry customers is to embrace feedback and use it to improve your service. This means asking them for their opinions, suggestions, or testimonials, and listening to their responses. You should also thank them for their input, acknowledge their contributions, and implement their ideas if possible. By embracing feedback, you are showing them that you are open and humble, and that you value their voice.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?