When you made the decision to start a business and become an Entrepreneur, you signed up to become people’s person, by this I mean, you must interact with people. As a service provider or sales person, you are bound to encounter different types of customers. Not all customers you meet would be friendly, or be at the right state of mind. Most customers have this wrong mindset that they are enriching you so they have the right to say whatever they want or behave the way they like towards you.
However, since all entrepreneurs are bound to encounter some rude or angry customers at one point, it is important to know how to handle them in order for it not to negatively affect your business; that would be the basis of this article.
How to handle rude or angry customers
Most rude and angry customers exhibit the same attitude, like grumbling and shouting. Therefore, they can both be handled almost the same ways. Here are 6 tips on how to handle rude or angry customers.
It is normal to feel upset or offended when customers talk to you rudely or yell at you. Despite whatever may be their reason, you definitely won’t be happy to experience such. Your first reaction in the face of that is to defend yourself, and because the person is yelling at you, you would be tempted to reciprocate so as to communicate your view, however, this is not the best way to react in such a circumstance. If the both of you yell at each other, you would lose a lot. First, your relationship with that person would be shattered, you may both exchange words that you’d regret later and there’s no turning back after speaking your mind.
Also, remember people are watching you, and even if you only reacted to defend yourself, others may read so many meanings to your words, expression, and display, and may go around tarnishing your image (remember you are the face of your business). In order to avoid all these complications, the best thing to do in this situation is to stay calm. No matter the insults and yelling, you would be wise to control your anger. You most certainly would regret whatever you’ll say or do out of anger.
Don’t take their words to heart
By this I mean that you should not take their words, query, and accusations personally. It is business, so misunderstandings are bound to happen. Also, if your customer behaves rudely and angrily to you, it may not be that you are the actual cause of the anger; it may be that the person was having a bad day and somehow it just sparked around you. So, that customer may be angry beforehand, but took out all the anger and frustration on you over a very little matter. If you take them personally, you may end up personalizing words and query meant for another person. It is better to see it as one of the price you pay as a business person.
It would be a total waste if after enduring a tough time with customers, you did not actually get the message, probably because you were trying to endure the moment. As tiring and stressful as it may be when you have to listen to customer’s grumbling, you have to actually listen, so you can understand what they are complaining about and get the message they are trying to pass. Also, let them see that you’re listening to them. They may get irritated if they realize they are not been listened to or taken seriously and this would increase their anger, therefore show sincere interest in what they have to say.
Rephrasing what they have said shows you were actively listening to them and proves that their message was communicated. This would make them feel a bit relaxed and their initial anger would be reduced to some extent. Also, rephrasing their statement clarifies what you have heard to make sure you understood the actual cause of their anger. Furthermore, when a customer talks angrily, he or she may say a lot of things, of which all may not be the initial problem, so rephrasing them helps you narrow down the actual cause of the problem.
Commit yourself to provide a solution to their problems or concerns
It is not enough to just listen to them and rephrase them, but it will matter more if you told them you would get to the bottom of the matter or find a solution to the problem. Committing yourself to provide a solution to their problem would actually pacify them and reduce their anger. Doing this means that their query has been heard, understood, and they should expect positive results soon. After making this commitment, see that you fulfill it. If you fail to do this, those angry customers would return with the same query and would be more upset because they were not taken seriously the first time. So, in order to avoid double and future problems, see that you fulfill your commitment when you promise to find a solution to their problems.
Request for their feedback
After you have investigated the matter and provided a solution, request for your customer’s feedback. Ask them if they were satisfied with the measures you took and implemented. By requesting for their feedbacks, you would know if there was anything you missed and what you need to do to correct that. Also, requesting for their feedbacks would make them feel happy and important. It would make them feel like they really matter to you, and this may erase any anger they feel towards you.
In this article, we have discovered 6 tips on how to handle rude or angry customers-
- Be calm
- Don’t take their words to heart
- Rephrase them
- Commit yourself to provide a solution to their problems or concerns
- Request for their feedbacks.
By implementing these 6 ideas, you can appropriately handle rude or angry customers without it affecting your business negatively.
Thanks for reading!