Worst Things You Should Not Say to An Angry Customer

No matter how great your products and services are, chances will always lead you to some angry complaining customers. There could be a lot of reasons why they are angry but one thing is for sure, they are disappointed and upset about something.

Delayed shipment could be one reason why a customer is pissed off. It could probably be caused by the weather, equipment control or human error. Things that are definitely beyond anyone’s control. These are the reasons why most companies hire a virtual assistant. A VA can definitely help develop a more focused force for client care which will then resolve the continuous increase in customer complaints. While you’re at the idea, we’ve listed the worst things you should not say to an angry customer.

1.       “What do you want to hear first the good news or the bad?”

Saying this does not only makes one sound so unprofessional but it also causes a radical change in the customer's mood. It causes them to panic and worry for something they may not be aware of yet. An upset customer tends to catastrophize and this hinders them to see the bigger picture thus making them respond senselessly at some point.

When this happens, just prep them up by letting them know about the good news. In this way, they can begin understanding whatever it is you are trying to deliver in a from a bright perspective. If done properly, it can even make the bad news weight a little lighter.

2.       “...bear with us.”

No matter how polite you utter these words they will always be perceived as an order. It will also give your customers an impression that your services are something to be tolerated no matter what the situation is.

Put yourself in your customers’ shoes and try to wait on the line or for a service you requested hours ago, would you be happy  to hear those three words? I bet you won't. Instead of taking the risks, try to use “we appreciate your patience,” it can make a difference.

3.       “We can’t...”

Remember when you asked your mom if you can hang out with your friends in the next town and they did not approved? Well, saying this to a customer makes them feel the same thing. A mix of disappointment, frustration and madness.

It is the worst scenario you could ever be while being with a customer on a call or face to face. You can never predict what can happen next. This can totally throw you out of the driver’s seat. Rephrase it with “here are the things we can do for you.”

4.       “Looks like the ___ department messed this up.”

This is the most immature escape while dealing with customer complaints. Blaming others for a problem will not help fix it. Instead it just broadens the customer’s dissatisfaction and frustration with the services. Always remember that you are on a team. Your face and the rest represents the company. The company then pays you which just means you should always be at your best behavior. Be responsible and be the man who resolves anything that no one  can on the line.

Better yet state “I am now taking full responsibility and I will help you until you are satisfied.”

5.       “You Jerk! You are not listening! You are hopeless!”

Or anything along those lines.

These are indeed too cruel to play around with. All your customers want are the products and services they have paid for.

If everything fails and both sides ended up with this kind of conversation, remember to keep your cool and give way. You are the expert and the professional, you know what to do. You understand something that they can’t and it is your duty to educate them. Calmly ask for their attention and make them understand that you are trying to help them.

Bottom line is - angry and irate customers are a part of your business. No matter how well you train your team and no matter how well your intentions are upon building your brand. You can consider them spice of the business. What determines the result of your convergence with them is the manner you tend to the concern.

 Catherine is president & executive director of 20four7va, a global eCommerce virtual assistance service provider. She is into strategic planning, product development, brand management, and digital marketing. 

http://20four7va.com/| twitter.com/20Four7VA