Customers tend to be angry at you when they feel unsatisfied and displeased with your products or services. And this can cause your business loss & setbacks if you fail to deal with these angry customers calmly. 

Once you notice that some of your customers are angry about something with your business/company. It is necessary to take time and sort out the issues and complaints of these angry customers to enhance customer retention and satisfaction. 

What are the effects of having angry customers?

Unresolved issues with angry customers may lead to negative feedback and reports about your business. This can create a bad image and reputation for the company. This ugly image can affect future and further transactions with customers.

Sometimes businesses may not be responsible for customer anger about a product or service. But as a business owner, you need to understand and know the right and appropriate manners to use when dealing with angry customers. 

You need to understand that customers are an essential part of any business, and without them, your business will not survive. This is why you need to be very careful and wise with the affairs of your customers.

The way you as a business owner resolve issues and complaints from your customers goes a long way in helping you enjoy certain benefits such as gaining your customer's trust, strengthening your relationship with customers etc. 

How not to deal with angry customers

When dealing with your angry customers, there are things that you should avoid doing in order not to escalate and worsen the current situation. 

The goal and objective of dealing with angry customers should always be to strike a resolution with the customers. In line with that goal, these are the few things that you should not do when dealing with angry customers;

• You should never ignore angry customers for any reason.
• You should never raise your voice or shout at them, no matter how ugly the situation can be.
• Avoid giving them a negative attitude of not caring about their complaints.
• You should avoid responding to them slowly. 

Ways of dealing with angry customers

Dealing with angry customers can be exhausting, annoying and tiring. But then you do not have to run away from them because unresolved issues with angry customers can also be disastrous for your business as it will be a disadvantage for the growth of your business. 

In dealing with angry customers, there is a need to develop and come up with strategies and ways. Those can assist you in dealing with these types of customers with the most polite and appropriate manners. 

Without saying much, these are how to deal with angry customers:

• Be calm and listen to your angry customers; The first step towards dealing with an angry customer is to give in time to listen to the problems and complaints that they have with your business, and in the process of listening to them, you should try your best to stay calm and not shout at them. Remember, you will not be coming anywhere near resolution if you and the customer shout at each other. 

• Avoid being defensive; Instead of shifting all the blame to the angry customer, you should try to show empathy to the customer by letting them know that you have acknowledged their pain point. To make them calm down, you can call them or send them an SMS message to inform them that you are willing to talk things through with them. 

• Learn to apologize to them; After acknowledging the distress and pain point, the right thing to do next is to apologize to them for the inconveniences your product/service must have caused them. There are various ways you can apologize to such customers, and they include the following;

• Apologizing directly to the customers.
• Apologizing to them over a phone call.
• Apologizing to them by sending them an SMS message.

Apologizing to your angry customers tells them that you understand their pain point and have their best interest at heart. So,

• Endeavour to offer them a solution; Dealing with angry customers does not end in apologizing only. You have to give answers to the issues and complaints that they experience using/ purchasing your products and services. Most times, the solution is what they need to be a happy and regular customer again. 

• Follow up; You need to follow up with the customers to know whether they are satisfied with the solution you were able to provide for them. To follow up with your customers after resolving an issue that they brought to your notice, you have to send them things like an email, SMS messages and even give them a call.

It is necessary to deal with angry customers politely, and in doing this, you can employ various means that can help you reach out to the customers. This can be through an email, SMS messages or a Phone call.

At SmartSMSSolutions, we will assist you in dealing with your angry customers by crafting and sending them SMS messages.

The SMS messages will notify them of acknowledging their complaints, apologizing for the inconveniences and following them up to know the outcome of your resolution with them. To get started with smartsmssolution, click here.