By Dave Dyson ZenDesk
You didn’t cause your customer’s anger. So how do you help them through it?
An angry customer is one of the most difficult things to deal with in customer service. It’s hard to help someone who’s complaining, venting, or even cursing at you. It’s even harder to want to help them. What’s more, these exchanges are difficult to shake, making it tough to help the next person, who may be perfectly nice.
So, how do you deal with irate customers in a way that lets you give them the help they need without feeling wounded in the process?
What makes an angry customer angry?
Customers get angry when they experience something unpleasant that they don’t think they deserve. So, say your product doesn’t work the way your customer expected. Or perhaps your team fails to follow through on what they promised to a customer. In both situations, your once loyal customer not only feels pain—something isn’t happening as it should—but they also believe that they deserve something better.
Let’s break anger down even further. All of the following factors play a role in creating an angry customer.
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