Top 6 Ways to Get an Angry Customer to Back Down

How to Diffuse and Appease Angry Customers

Oftentimes, when economic struggles seem to abound, people are apt to become more easily angered.

Being intimidated by angry customers, ignoring them, or tip-toeing around them isn't healthy or effective---nor do these methods lead to customer satisfaction.

Studies have found that the mere act of apologizing alone reduced lawsuits and that it's wise to apologize to customers regardless of fault.

6 Tips for Diffusing an Angry Customer

• Apologize. Apologizing diffuses anger and lets the customer feel like you are listening to them.
• Go into Computer Mode. By going into computer mode, you will be taking your own emotion out of the equation. Take on the formalities of a computer or answering system. Speak generally without emotion so that the customer realizes that you haven't taken the bait they've thrown at you. This response deflects, diffuses, and disarms angry customers. This works because you don't add fuel to the fire by giving your difficult customer what they want.
• Ask if you've done something to personally to upset the customer. In addition, express that you'd like to be a part of the solution to the problem.
• Show empathy. Empathy can be a powerful tool used to disarm an angry customer. Empathy shows you genuinely care about meeting your customer's needs. In addition, empathy helps you truly begin to see the problem from the customer's perspective and it will help you from losing your cool when your customer gets hot.
• Show appreciation for the customer's feedback. Most angry customers don't expect to be thanked for expressing their honest feelings and opinions. Let the customer know that you and your company appreciate it when customers bring issues to your attention so that you can serve customers better in the future.

Important Points to Remember with Getting Angry Customers to Back Down:

• Apologize.
• Be diplomatic.
• Ask if have done something to personally upset them.
• Show empathy.
• Thank them for their feedback.

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