You’re dealing with an angry customer. What’s the best way to calm them down?

If you work in fleet operations, you know how stressful it can be to deal with angry customers. Whether they are unhappy with the service, the delivery, the price, or the quality, they can make your job more difficult and unpleasant. But don't worry, there are some effective ways to calm them down and resolve the situation. In this article, we will share some tips on how to communicate with angry customers and turn them into satisfied ones.

1 Listen actively

The first step to calm an angry customer is to listen to them. Don't interrupt, argue, or dismiss their complaints. Instead, show them that you care and that you are trying to understand their perspective. Use verbal and non-verbal cues to indicate that you are paying attention, such as nodding, repeating, and summarizing. Ask open-ended questions to clarify their needs and expectations. Listening actively will help you build rapport and trust with the customer, and reduce their frustration and anger.

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Barbara Spoor LL.B (Hons)

Managing Director @ CRCS Legal | Complaints and Compliance Handling
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I find the most important thing is to actively listen to the customer first. Acknowledge what they are saying just so they know you are listening. Don't be afraid to apologise, this can just be to apologise that they have had that experience, not necessarily to agree with what they are saying has gone wrong. Don't be judgemental-how would you feel if you were them? Talk calmly and clearly-tell the customer what you will do to try and help. Repeat what they have said to you and check this is correct so you know what to look at. Don't try and justify what has gone wrong at that stage. Set out your thoughts clearly with reasoning so the cusotmer understands how you have come to that conclusion.

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Del Snyder

Owner / Technician at D and L Snyder Ent. Inc.
(edited)
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Do Whatever it Takes, to be sure that they Know that they are being heard. Even though they may be angry, a little empathy goes a long way, It always de escalates ! And in these situations De escalation is Key

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Amy Gowler-Spiers

LLM student
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I start with, ' I'm making a note of everything you are telling me and when we are done I'll repeat it back to make sure nothing is missed - I really want to make this right for you' That normally makes them feel heard, especially at the end when you follow through. Secondly you can show empathy without assigning blame: 'that must be really frustrating, I'm sorry the situation didn't work out as planned let's see what we can do to help' etc Lastly the best way to show you have been lsitening is to make a plan and follow through to solve the issue which has them upset. Taking ownership once you've been made aware goes a long way to rebuilding trust with a customer.

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2 Empathize sincerely

The second step to calm an angry customer is to empathize with them. Don't blame, judge, or criticize them. Instead, acknowledge their feelings and express your sympathy. Use phrases like "I'm sorry to hear that", "I can see how that would be upsetting", or "I understand how you feel". Empathizing sincerely will help you validate the customer's emotions and show them that you respect and value them as a person, not just as a transaction.

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Steven Garza

Mechanical Engineering Student
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It is always best to place yourself in another person's shoes, because empathy brings us that balance and shows them that this is not just a job for you but something much more.

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Victoria Foster
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Always empathize you need to understand how deeply the situation affects them. Make every effort to see the situation from their viewpoint.

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3 Apologize genuinely

The third step to calm an angry customer is to apologize to them. Don't make excuses, deny, or minimize their problem. Instead, take responsibility and express your regret. Use phrases like "I apologize for the inconvenience", "We made a mistake", or "We failed to meet your expectations". Apologizing genuinely will help you demonstrate your professionalism and integrity, and show the customer that you care about their satisfaction and loyalty.

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4 Solve effectively

The fourth step to calm an angry customer is to solve their problem. Don't ignore, delay, or transfer their issue. Instead, offer a solution and explain how you will implement it. Use phrases like "Here's what we can do for you", "We will fix this as soon as possible", or "We will make sure this doesn't happen again". Solving effectively will help you restore the customer's confidence and trust in your service, and show them that you are committed to their success.

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Del Snyder

Owner / Technician at D and L Snyder Ent. Inc.
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Quickly decipher what the main issue is, and zero in on it, Often times a customer when angry, will have a bowl full of complaints , BUT there is usually 1 Issue that set them off, and that Must be addressed First !

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5 Follow up promptly

The fifth step to calm an angry customer is to follow up with them. Don't forget, neglect, or avoid them. Instead, contact them and confirm that their problem has been resolved. Use phrases like "Thank you for your patience", "We appreciate your feedback", or "We hope you are happy with the outcome". Following up promptly will help you reinforce your relationship and reputation with the customer, and show them that you are grateful for their business.

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6 Learn continuously

The sixth step to calm an angry customer is to learn from them. Don't repeat, ignore, or dismiss their feedback. Instead, analyze and improve your processes and performance. Use phrases like "We value your opinion", "We will use this as a learning opportunity", or "We will do better next time". Learning continuously will help you prevent future problems and complaints, and show the customer that you are always striving to deliver the best service possible.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Del Snyder

Owner / Technician at D and L Snyder Ent. Inc.
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One thing I have found helpful in these situations is always find Privacy, If the customer desires an audience or he does not wish to have one, being discrete will always bring a bit of calm to the situation ( never raise your voice back at them ! / ask me how I learned that one LOL )

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You’re dealing with an angry customer. What’s the best way to calm them down?

1

2

3

4

5

6

7

1 Listen actively

2 Empathize sincerely

3 Apologize genuinely

4 Solve effectively

5 Follow up promptly

6 Learn continuously

7 Here’s what else to consider

Fleet Operations

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You’re dealing with an angry customer. What’s the best way to calm them down?

1

2

3

4

5

6

7

1 Listen actively

2 Empathize sincerely

3 Apologize genuinely

4 Solve effectively

5 Follow up promptly

6 Learn continuously

7 Here’s what else to consider

Fleet Operations

Rate this article

Thanks for your feedback

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