How to Calm a Customer Down

When dealing with an angry customer, one of the first things you have to do is calm down yourself. Take a walk around the office, get some coffee, or eat some candy. If the customer is too irate to be quiet, vent to a coworker. Try not to coop your stress up inside, because if you do, you'll probably lose your cool the next time a customer gets angry - or worse, your boss.

Avoid apologizing for things that are out of your control

A bad experience can cost a business a lot of money. However, if twelve positive experiences can be created to balance one negative experience, the impact will be negligible. A simple apology can turn an unhappy customer into a repeat customer, or keep a current subscriber from becoming a past one. In one example, Ellie Shedden, founder of marketing agency The-Oop, learned from her experience that if a client complains, it is important to take ownership of the situation. Then, she offered refunds and phone cases to upset customers. However, she advised her clients not to take it personally.

When it comes to apologizing for a negative experience, remember to own your mistakes. While it may be tempting to blame the customer for the problem, you need to own up to the mistake, which shows a commitment to improvement. It also helps to prevent the same experience from happening again in the future. Although a customer may accept your apology, the best way to calm a customer down is to make sure that you are available for any additional help they need.

An upset customer is likely to be aggressive, and you want to avoid any misunderstanding by showing that you are sympathetic and understanding. While a customer may be angry, they will likely have a hard time understanding why they are feeling upset. A genuine apology should be given as a last resort, and never be thrown into an argument. If you don't listen to the customer, they might feel patronized and think that you are trying to soothe their anger instead of helping them.

While apologizing for mistakes is a powerful way to calm a customer, it should be avoided in certain situations. For example, in October 2021, Facebook showed no remorse for its misconduct, and continued to deny any wrongdoing. This likely contributed to its first-ever user loss. When an apology is not appropriate, the customer will feel betrayed and may even sue. It is important to remember that an apology does not mean that you are right, but it does show that you put the relationship over your own ego.

Avoid saying phrases that upset customers

Some people find it difficult to say certain things when they're in a customer service situation. While it's difficult to hide frustration and confusion, it's crucial to keep customers happy and satisfied. While avoiding phrases that upset customers will not eliminate all customer service problems, they will prevent needless frustration. Here are some ways to avoid saying phrases that upset customers. You should also take steps to improve customer service.

First of all, remember that angry customers are an obstacle in the resolution of the issue. They may refuse to cooperate or give information necessary to solve the problem. It's not a good idea to make the situation worse by telling them to calm down. Not only will this make them feel worse, but it will make them more combative and less likely to cooperate with you. Ultimately, try to solve the customer's problem as soon as possible.

Avoid taking their anger personally

An angry customer can be frustrating to deal with, but you should not take their frustration personally. Rather, listen to what they're saying and try to resolve the problem. If you are not able to resolve the issue in a timely fashion, try to address their concern, apologize for the situation, and remain firm. In some cases, a customer may simply be frustrated and angry because they need a venting session.

Customers may be angry for a variety of reasons. Perhaps they were placed on hold for a long time, or their question was bounced around for a few minutes. Perhaps they are unhappy with the quality of the product or service. It's important to remember that most angry customers don't tell the business about their frustration, so you should not take it personally. Instead, take their anger as a learning opportunity and make it right. Often, your first reaction is what goes wrong. When a customer feels threatened or attacked, they automatically enter a state of defense and stress. While this is a natural reaction, this is not a good approach to calming a customer down.

It's best to understand the underlying issue. Be able to answer their questions, explain what's going on and how you can fix it. If possible, try to resolve the problem with the customer, as this will turn them into a loyal customer. It may not be easy, but with the right attitude, you can turn an angry customer into a loyal one. In addition to calming angry customers, you should strive to provide excellent customer service for your business.

Avoid saying thank you

When a customer becomes irate, you may be tempted to say "please calm down" or "just a moment" to help the customer feel better. However, these phrases will only escalate the situation, as they send the message that the problem does not matter. In fact, you should allow the customer to vent out their frustration, and instead show empathy and patience by acknowledging their frustration. Here are a few tips to calm down an irate customer.

Instead of focusing on the negative and responding quickly, take a breath. Remind yourself that the customer probably paid for a product that didn't perform as they expected. Perhaps they had to spend valuable time fixing a problem that you hadn't anticipated. Moreover, if they were able to help you identify a problem, it's your job to thank them. If you don't feel like saying thank you to calm a customer down, it could turn out to be a costly mistake.