What to Say to an Angry Customer: 12 Examples

Need to know how to deal with an angry customer?

If you’ve ever worked in customer service, you know the unique challenge of dealing with an angry customer. You've likely encountered them all, from the hangry and indecisive to the downright demanding. While it can be frustrating, remember that many customers are simply having a bad day, and it may not be intentionally difficult. Here are some effective techniques to help you navigate challenging interactions with a mad customer.

1. The HEARD Technique

What is the “HEARD” Technique in Customer Service?

Chick-fil-A, known for its top-notch customer service, trains its employees to prioritize listening and apologizing when dealing with unhappy customers. Internal training documents reveal that they use the HEARD model to de-escalate tense situations. This model, often attributed to the Walt Disney Company, focuses on hearing the customer, empathizing with their feelings, apologizing for the inconvenience, resolving the issue, and diagnosing the root cause to prevent future problems. Additionally, Chick-fil-A emphasizes its core values in training, including the signature phrase “my pleasure,” which reinforces its commitment to providing exceptional service.

The HEARD technique is a five-step process for effectively dealing with upset customers:

1. Hear: Listen attentively to customers’ concerns and ensure they feel heard.
2. Empathize: Understand the customer’s perspective and express empathy for their frustration.
3. Apologize: Apologize for the inconvenience, even if it’s not directly your fault.
4. Resolve: Work towards a satisfactory solution to the customer’s problem.
5. Diagnose: Identify the root cause of the issue to prevent similar problems in the future.

Following these steps, customer service representatives can de-escalate tense situations and provide positive customer experiences.

What not to say to an angry customer:

Dismissive phrases:

• “Calm down.”
• “It’s not a big deal.”

Blaming the customer:

• “You should have known better.”
• “You didn’t read the instructions.”

Making excuses:

• “There’s nothing I can do.”
• “It’s company policy.”

Being sarcastic or condescending:

• “Whatever you say.”
• “Are you serious?”

Interrupting the customer:

• Let them express their frustration fully before responding.

2. Heard, Understood, Cared About

Listen closely to what the customer is saying. Repeat back key points to show you’re understanding. Active listening helps customer service representatives accurately identify the root cause of a customer’s issue. Without a clear understanding of the problem, it’s impossible to provide an effective solution.

Customers appreciate being heard and understood. When representatives actively listen, they demonstrate that they care about the customer’s experience and are committed to resolving their issues.

Clarify, clarify, clarify. Miscommunication can lead to frustration and dissatisfaction. You can avoid misunderstandings and provide the correct information or solutions by listening carefully.

This technique works great with all interactions, including customers, friends, and family.

3. Empathize

Empathy is a vital component of effective customer service. When you empathize with a customer, you show that you understand their feelings and perspective. This can help build rapport, validate their emotions, and demonstrate understanding.

By empathizing, you can create a more positive and cooperative environment. Customers who feel heard and understood are more likely to be satisfied with the interaction and more likely to return to your business in the future.

4. Apologize

Even if the issue isn’t your fault, apologize for the inconvenience. The next step is to apologize and offer a solution. Even if you are not responsible for the customer’s issue, you can still express your regret and sympathy for their inconvenience.

This can help you diffuse the tension and show your sincerity. Then, explain what you can do to resolve their problem, or offer them some alternatives or options. Be clear and realistic about what you can and cannot do, and avoid making promises that you cannot keep.

Learn more about how to deal with an angry customer from this LinkedIn article, “What are some strategies to calm yourself down when dealing with rude or abusive customers?” powered by AI and the LinkedIn Community. The variety of responses on this article gives it a well-rounded view.

5. Problem-solve

Work with the customer to find a solution. Be flexible and offer options.

Some Examples include: 

• “Here’s what I can do for you today…”
• “I’d be happy to [offer solution]. Would that work for you?”
• “I’ll need to look into this further. I’ll get back to you by [timeframe] with an update.”

6. Follow Up

Let the customer know you’ll follow up on their issue. Provide a timeline and contact information.

• “I’ll do my best to resolve this as quickly as possible. I’ll keep you updated every step of the way.”
• “I’ve escalated this issue to our [team/department]. They’ll be in touch with you shortly.”
• “I’ll follow up with you on [date] to make sure everything is resolved to your satisfaction.”

7. Stay Calm

Keep your voice calm and avoid getting defensive, even if the customer is upset. Research shows a clear link between emotional control and high performance. 90% of top performers are adept at managing their emotions in stressful situations, according to a study by TalentSmart involving over a million people.

Helpful tips on how to handle difficult customers:

• Deep Breathing: Take a few slow, deep breaths to help regulate your heart rate and reduce stress. Inhale deeply through your nose, hold for a few seconds, and exhale slowly through your mouth.
• Lower Your Voice: Speak in a calm, even tone. Avoid raising your voice, even if the customer is yelling.
• Pause and Reflect: If you feel yourself getting flustered, take a brief pause before responding. This will give you a moment to collect your thoughts and choose your words carefully.

8. Be Patient

Give the customer time to express their feelings and concerns. Rushing to a solution without fully grasping the problem can lead to misunderstandings and further frustration for the customer. Taking a moment ensures you address the root cause, not just a symptom.

9. Take notes

Write down important details about the conversation, including the customer’s name, contact information, and the issue.

Reviewing notes can reveal recurring issues or patterns in customer complaints. This information can be used to identify areas for improvement, update training materials, or address underlying problems within the company.

10. Personalize the Interaction

Personalized service is a powerful tool for building customer loyalty. 90% of customers report spending more with companies that make them feel valued and understood. Start by using the customer’s name and introducing yourself. Then, go further by leveraging any info you may have about them to avoid making them repeat information and by tailoring your suggestions to their past purchases or preferences.

11. Seek Assistance

Don’t hesitate to request support when faced with challenging or emotionally taxing customer interactions. A colleague or supervisor can provide objective guidance, helping you navigate difficult situations and find effective solutions.

Managers may also have additional resources or connections to help resolve complex issues. Consider seeking assistance in these scenarios:

• Abusive or inappropriate language: Involve a manager to assess the situation and determine appropriate next steps, including potentially terminating the interaction.
• Technical inquiries: Consult with your product team, sales engineers, or other customer service representatives for expertise or advice on handling similar issues.

12. Foster Knowledge Sharing

Understanding the underlying causes of customer frustration can empower your team to:

• Identify recurring problems: Pinpoint common issues that lead to customer dissatisfaction.
• Implement preventative measures: Proactively address and resolve issues before they escalate.
• Enhance training: Develop training programs to equip employees with the skills to handle difficult customers and navigate challenging situations.

A knowledge management system is a valuable tool for facilitating knowledge sharing. Encourage employees to contribute their experiences and insights related to customer interactions, especially those involving angry customers.

The collaborative approach will equip your team with valuable information and enable them to develop more effective strategies for handling challenging situations.

Conclusion 

Dealing with angry customers is an inevitable part of customer service. However, by implementing techniques like the HEARD method, active listening, empathy, and maintaining a calm demeanor, you can successfully navigate these challenging interactions. Remember, the goal isn’t just to resolve the immediate issue, but to build customer loyalty and leave them with a positive impression, even in the face of frustration.

Tools like Convirza can further empower your team to handle these situations effectively. With features like call recording and sentiment analysis, Convirza provides valuable insights into customer interactions, helping you identify training opportunities, track agent performance, and improve overall customer satisfaction. By focusing on understanding, patience, and solutions—and leveraging the power of technology—you can turn potentially negative experiences into opportunities to strengthen customer relationships and showcase your commitment to exceptional service.

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