Three ways to get angry customers to shut up

September 14, 2010 by Michele McGovern

Posted in: Communications, Customer Service, In this week's e-newsletter, Latest News & Views, Training

When you can’t get an angry customer to shut up, try this.

Include him. Use inclusive words – you, us, we – to make him part of the solution to his problem and his anger.

Try one of these approaches:

Teamwork. “We’re going to get to the bottom of this now.”
Inclusion. “Let’s see if we can find a way to solve this situation quickly.”
Authority. “Do you want me to offer a few possible solutions now, or do you want to tell me more?” (He’ll likely go for a solution!)

Tags: alternative solution, angry customers

One Response to “Three ways to get angry customers to shut up”

Ulka Rodgers Says:
September 20th, 2010 at 10:34 pm
Good ideas. It would be even more effective if they actually solved the problem and contacted the customer to follow up. What makes me angry and rude is
a) when I have called numerous times to get the problem resolved and there is no resolution forthcoming.
b) or when the rep gives me bad information to just get me off the phone – resulting in wasting my time to call back again.

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