When Customers Yell At You, What Should You Do?

angry customerYou WILL encounter angry customers. It’s inevitable. So you need to learn to deal with them correctly. Deal with them incorrectly, and the situation can backfire.

Here’s a story of how I recently dealt with an angry customer.

As a producer of information (my blog), my main customer is my email subscriber. Last week, I had one of my customers email me with a request: he wanted to receive my blog posts by email once a week instead of multiple times a week.

I replied telling him I’d look into it.

A few days later, before I had a chance to solve the situation, he unsubscribed. 

I had looked into possible solutions, but couldn’t find an easy way to solve the problem. It would have required a lot of time to fix. And seeing as he had already unsubscribed and was the only one of my subscribers who wanted this option, I let it go.

I figured the whole thing was done, until he emailed me a few days later with a nasty email. He told me that I proved to him I didn’t care about my subscribers.

This pissed me off. I wanted to write an email back telling him he should get a life.  

But I removed myself and looked at the situation objectively. He was being irrational. If I argued with him, I’d simply be fueling fire. He’d already made up his mind to unsubscribe and simply now wanted to be appeased.

So I sent him an email telling him what the situation had been and apologized.

When you have angry customers, remember these three tips. It’ll help you deal with them:

  1. Don’t fuel the fire. When people are angry, they are irrational. Don’t argue with them or try to justify what happened. Simply state the facts.
  2. Apologize. Actually say sorry. Don’t just say, “I’d like to apologize…” Just say sorry.
  3. Don’t take it personally. Your customers will probably curse you out. Most of the time, I find this happens because something is going on in their lives. So don’t take it personally.

Do you have customer service stories or tips? Share them in the comments below.

Also, be sure to subscribe to my email list (which is delivered multiple time a week) to get even more marketing tips.

Image Credit: Attribution Some rights reserved by Lara604

Comments

  1. Rochelle says:

    There will always be angry customers, ALWAYS. Best thing to do is help them address the issue asap and keep your cool. Thanks for all the awesome posts, I enjoy reading them!

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  4. EleonoraEOF says:

    I agree with you, Brandon. Adding the fuel to the fire would just make things worse. You did good with your nervous customer. When someone is angry, getting into arguing with such an individual will only result in fight and mutual intolerance. But, if we apologize, we are cutting down the possibility of further arguments. And both sides are happy…or it should be like that, at least.:)
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  5. lianemarkus says:

    I agree with what you have said here and even if the customers are right, we still have the right to be respected by other people. I hope customers will be able to realize this most especially to customers who are very meticulous.
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  6. Bruce says:

    Great post. I think the most important thing is to let the customer konw and feel that you really care about the issue.