How can you use positive language to calm an angry customer?

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Dealing with angry customers can be challenging and stressful, especially if they use abusive or aggressive language. However, you can use positive language to calm them down and resolve the issue effectively. Positive language is the use of words and phrases that convey respect, empathy, and optimism, while avoiding negative or blaming expressions. In this article, you will learn how to use positive language to calm an angry customer in four steps.

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Melanie Niven

Asset Maintenance, Compliance and Staff Management, SaaS
Malia J.
Helen Alexakis

premium Cabin Crew at SAUDI AIRLINES

1 Step 1: Acknowledge the problem

The first step is to acknowledge the problem and show that you understand the customer's frustration. This can help to diffuse the tension and make the customer feel heard and valued. For example, you can say:

- "I'm sorry to hear that you had a bad experience with our product/service."

- "I can see how this situation would be upsetting for you."

- "Thank you for bringing this issue to our attention."

Avoid using words that might trigger more anger, such as "but", "however", or "unfortunately". These words can sound defensive or dismissive, and imply that you are not taking the customer's complaint seriously.

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Melanie Niven

Asset Maintenance, Compliance and Staff Management, SaaS
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As someone who used to work at a petrol station in my teens, I had to learn what to do if staring down the barrel of a gun. My training taught me to think fast and act controlled. I avoided language like "can't, won't, don't" choosing instead to respond with "I can help you with...", "I am going to....", "I understand..." "I am going to do this for you". I would also describe the actions I was about to take and seek agreement to proceed so that we remained on the same page, nothing sudden that they couldn't anticipate. Whilst it's more likely to be a strongly worded email these days the experience has proven invaluable. Customer Success Manager Team Lead | ANZ

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Helen Alexakis

premium Cabin Crew at SAUDI AIRLINES
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By listening attentively to the customer's concerns and letting them express their frustrations fully, you're making them feeling important and heared. A great example of showing that you understand their perspective is paraphrasing their concerns back to them.?ex. "I can understand why you feel that way" or "I'm sorry to hear that you're experiencing this issue." Staying Calm and maintaining a composed and professional tone is very crucial, as using defensive or confrontational language it may escalate the situation further. However, using positive language alone may not always be sufficient to calm an angry customer. It is important to actively listen, empathize, and provide effective solutions to address customer's concerns.

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Malia J.
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Admit fault even if it wasn’t your fault. It’s important to acknowledge the problem because if you don’t see the issue, then you won’t be able to provide an effective solution. 1) Have the customer walk you through what went wrong from beginning to end. 2) Only interrupt the customer (during their explanation) when you have questions for clarification purposes. 3) Don’t just acknowledge the problem - acknowledge their feelings. “I would feel like that too if…” or “I understand why you feel that way.” 4.) Empathize. This doesn’t come naturally to some people. If that’s you, then put yourself in their shoes or picture if it happened to a loved one. And if it’s a problem that’s over exaggerated, always remember they feel differently.

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2 Step 2: Apologize sincerely

The second step is to apologize sincerely and take responsibility for the problem. This can help to restore the customer's trust and confidence in your company. For example, you can say:

- "I apologize for the inconvenience and disappointment this has caused you."

- "We take full responsibility for this mistake and we are working hard to fix it."

- "You have every right to be unhappy with this situation and we are very sorry for letting you down."

Avoid using words that might sound insincere, vague, or conditional, such as "if", "maybe", or "somewhat". These words can weaken your apology and make the customer doubt your sincerity.

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Malia J.
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If it’s your fault then take accountability - simple. If it’s not your fault then you can say “I’m sorry THAT...” An apology helps to soothe their frustration. It is also a key step in deescalating tense situations with customers. Keep in mind that oftentimes they are not upset with you - they are upset with the situation. It’s easier to apologize when you realize it’s not personal. Apologize, then use your skills and strengths to show them that you are capable of successfully resolving the problem.

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Ahmed Hafiz

Empower Your Financial Success with QuickBooks Online Expertise
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To use positive language to calm an angry customer, you can follow these tips: ?Acknowledge their feelings. ?Use calm and respectful language. ?Avoid using negative language. ?Offer solutions. ?Be patient and understanding.

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3 Step 3: Offer a solution

The third step is to offer a solution and show that you are willing to help the customer. This can help to satisfy the customer's needs and expectations, and demonstrate your professionalism and competence. For example, you can say:

- "Here is what we can do to resolve this issue for you."

- "We have a policy that guarantees your satisfaction and we will honor it."

- "We value your feedback and we will use it to improve our product/service."

Avoid using words that might sound negative, limiting, or uncertain, such as "can't", "won't", or "maybe". These words can create more frustration and confusion, and imply that you are not capable or committed to solving the problem.

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4 Step 4: Follow up and thank

The final step is to follow up and thank the customer for their patience and cooperation. This can help to ensure that the problem is solved and the customer is happy, and also to build a long-term relationship with them. For example, you can say:

- "We appreciate your understanding and loyalty in this matter."

- "We have implemented your suggested changes and we hope you enjoy them."

- "We are grateful for your business and we look forward to serving you again."

Avoid using words that might sound impersonal, generic, or indifferent, such as "have a nice day", "please call again", or "no problem". These words can make the customer feel unimportant or ignored, and reduce the chances of repeat business.

By using positive language to calm an angry customer, you can turn a negative situation into a positive one, and show that you care about your customer's satisfaction and happiness.

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5 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?

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Maisaka Netshivhambe

Non-Principal Agent @RealNet Rainmaker
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The most important thing is to LISTEN and understand the challenge the customer is experiencing. By doing so, you’ll be able to provide the right solution to the problem. Since you are a company representative, you must take responsibility and make efforts to assist rather than passing the problem to your superior. Show empathy and never get emotional, remember, it’s work; it’s not personal. If you’ve explored all avenues but couldn’t help, then escalate and hold the customers’ hand through the whole process. At the end of the day, you want to achieve customer satisfaction hence need repeat business ??

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How can you use positive language to calm an angry customer?

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3

4

5

1 Step 1: Acknowledge the problem

2 Step 2: Apologize sincerely

3 Step 3: Offer a solution

4 Step 4: Follow up and thank

5 Here’s what else to consider

Customer Support

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How can you use positive language to calm an angry customer?

1

2

3

4

5

1 Step 1: Acknowledge the problem

2 Step 2: Apologize sincerely

3 Step 3: Offer a solution

4 Step 4: Follow up and thank

5 Here’s what else to consider

Customer Support

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