Angry Clients

When you look at the angry side, careful you must be. For the angry side looks back.

Angry clients are a fact of life in any business: it's important to know how to manage them effectively in order to de-escalate the situation, resolve the issue, and maintain a positive relationship with the client.

There are a number of factors that can increase the likelihood of a client becoming angry, such as:

• Long wait times: customers who have to wait a long time for service are more likely to become frustrated and angry.
• Poor customer service: customers who receive poor customer service are more likely to become angry, especially if they feel like they are being ignored or treated unfairly.
• Unexpected problems: customers who experience unexpected problems with your products or services are more likely to become angry, especially if they feel like the problems are your fault.
• Unrealistic expectations: customers who have unrealistic expectations about your products or services are more likely to become angry if those expectations are not met.

According to a survey by American Express, 35% of customers have become angry when talking to customer service. This suggests that a significant portion of customers are at risk of becoming angry, especially if they have a negative experience with your company.

It is important to be aware of the factors that can increase the likelihood of a client becoming angry and to take steps to mitigate these risks. By providing excellent customer service, resolving problems promptly and efficiently, and setting clear expectations, you can reduce the number of angry clients that you have to deal with.

Even if you do everything right, there will still be some clients who become angry. This is because people are unpredictable and sometimes react emotionally to even minor problems. If you do have to deal with an angry client, the most important thing is to stay calm and professional, listen to their concerns, acknowledge their feelings, and offer a solution.

It's easy to get caught up in the emotion of the moment, but don't do that: it's important to remain calm and professional to think clearly and make sound decisions.

Let the client vent their frustrations and try to understand their perspective, ask clarifying questions and repeat back what you've heard to ensure that you understand the issue (this last thing is really important, since it buildes a bridge among you and your customers and put the focus on the same problem, without misunderstandings).

And again, let the client know that you understand their anger and that you're there to help. Use phrases like "I understand why you're upset" and "I'm here to make this right"...

Apologize, if necessary. If the client is angry because of something that you or your company did wrong, be sure to apologize. A sincere apology can go a long way towards resolving the situation. Don't make excuses or blame others. Take responsibility for the problem and let the client know that you're committed to fixing it.

Once you understand the problem and have acknowledged the client's feelings, offer a solution, being specific and realistic in what you are offering and if you can't offer a solution immediately, let the client know that you're working on one and that you'll be in touch soon.

Remember to follow up with the client to make sure that they're satisfied. This shows that you care about their experience and that you're committed to building a long-term relationship.

Don't take it personally.

Avoid getting defensive.

Know when to escalate.

Angry clients are a fact of life.