11 Best Ways to Handle Angry Customers Effectively (+Templates)

No matter how great your products and services are or how outstanding your customer service is, there is always a possibility that the quality of the support may go differently than you expected.

Even for most professional support teams, handling an angry customer can be particularly challenging at times. It is never easy to approach someone upset and explain the issue at hand.

Whether the frustration came from a product problem, a service failure, a personal issue, or unmet expectations, resolving these situations is essential for safeguarding your brand’s reputation.

The big question is: How can support agents resolve such issues smoothly and turn negative experiences into opportunities?

This blog explores what makes customers angry, best practices for managing angry customers, and how to connect with them in the best way possible.

Why do customers get angry?

Every customer is different, and their frustration can arise from various reasons. Identifying the root cause of anger is essential for businesses that prioritize customer satisfaction and loyalty.

In most cases, their frustration is linked to a few common issues. They include:

Poor product quality

Have you ever eagerly ordered a product online, imagining how perfect it would be, only to open the package and realize it’s nothing like what you expected, or worse, completely fake?

When a product fails in functionality, performance, or reliability, it can create frustration and disrupt business operations.

Ensure clear and honest communication from the initial interaction when a customer purchases a product through the final purchase process. This will prevent misunderstandings and decrease the number of angry customer inquiries after the purchase.

Low customer service standards

Customer satisfaction depends on the speed and accuracy of a company’s response, especially during delays or when communication is unavailable outside working hours.

When angry customers struggle to resolve issues by themselves or support teams lack proper knowledge of the company’s products and provide unhelpful support, customer frustration can quickly rise.

Any disagreements or poor customer service experience can lead to dissatisfaction and feelings of disrespect.

Unreasonable prices and hidden costs

Payment issues and unexpected charges such as incorrect, hidden, or overbilling can frustrate customers, it only worsens their dissatisfaction.

A study by Bright Local states that 76% of end users “always” read online reviews for local businesses.

Customers may feel deceived when they find unexpected terms or additional charges during the subscription process.

Personal problems

Everyone faces personal struggles, even your most valued customers. Sometimes, their frustration isn’t really about your service, it’s a reflection of their own stress, anxiety, or tough day.

When an angry customer has personal problems, even minor concerns while waiting for a response from the support team can worsen their anger, resulting in strong emotions.

A little patience and empathy can turn their negative experience into a moment of trust and connection.

Why is it important to help an angry customer?

Dealing with an angry customer might feel overwhelming, but it’s actually a golden opportunity in disguise.

Every complaint is a chance to turn frustration into loyalty and even improve your business. Here’s why helping upset customers is the best move.

• Improves angry customer retention: Effectively addressing and managing an angry customer’s complaint or issue can strengthen their relationships and trust in your business, transforming them into loyal advocates for your brand.
• Increases employee morale: Successfully helping an angry customer gives employees a sense of accomplishment and boosts their confidence in handling difficult situations. When employees resolve an angry customer issue, they feel valued and motivated. This, in turn, enhances their morale and overall employee satisfaction.
• Prevents negative publicity: A persistent complaint issues such as poor customer service can quickly lead to negative online reviews and social media posts. Responding promptly to customer concerns can help ease the damage to your brand’s reputation.
• Provides valuable data insights for improvement: Angry customers aren’t just upset they’re giving you critical feedback on what’s not working. Ever had a customer complain about a product flaw or a frustrating service issue? That’s an opportunity! By actively listening to their concerns, you can uncover weaknesses in your products, services, or processes and take action to improve them.
• Competitive advantage: Providing exceptional customer service distinguishes your business from competitors. Addressing dissatisfied customer’s issues with empathy and executing efficient recovery efforts, you can retain customers and gain a competitive advantage.

How to deal with an angry customer

When handling an angry customer, being fully prepared can make all the difference. How would you approach a difficult situation? Here are some practical strategies to consider:

Listen attentively to customers’ issues

The first and most crucial step is to listen patiently to the customers’ situation. Give them the space to express their thoughts and concerns while offering your full attention and support throughout the resolution process.

Focus on the content of their message rather than their frustrations and acknowledge their feelings.

Show that you’re actively listening by nodding or using phrases like “I understand” or “I see where you’re coming from.”

Remain calm and composed

Whether the customer begins the conversation by yelling or being rude, team members must maintain their composure and control.

Even when the urge is strong to talk back to an angry customer, it’s essential to keep calm and avoid engaging in conflict.

As a professional, you represent your company, and the customers you interact with are the ones who support its success.

Practicing deep breathing helps ease tension, calm the mind, and promote clearer thinking during challenging interactions.

Personalize frustrated customer interactions

Handling an angry customer starts with simple yet powerful gestures, like using their name and introducing yourself to create an instant connection.

A simple greeting like “Hello, Jacob” reinforces recognition and reminds customers they’re speaking to a real person who genuinely cares.

Having access to their details through a contact management platform allows you to track conversation history and customer data for personalized responses or solutions.

By using customer data and referencing past interactions, support teams can offer personalized customer service that makes them feel valued.

Apologize for the situation

Sometimes, an angry customer just wants to hear an apology, regardless of the complaint’s validity.

The key to a successful customer service is to always remember that “The Customer Is Always Right”!

Even if you’re not at fault, take responsibility and sincerely apologize to the frustrated customer.

Simply saying “I’m truly sorry for the inconvenience” or “I’m sorry you’re not happy with our product. Let’s see what we can do to make things right” reassures the customer and builds their trust in you.

Additionally, being honest about what went wrong, and owning up to the cause of the issue shows accountability, makes the customer feel heard and shows your commitment to finding a solution.

Show genuine empathy

Step into the customer’s shoes and truly understand their frustration. A little empathy in customer service goes a long way in easing anxiety and building trust.

Thoughtful statements like, “I can see how this situation is frustrating for you. Let’s work together to resolve it,” show you genuinely care.

By acknowledging an angry customer emotion and offering a solution, you turn a negative experience into a chance to strengthen the relationship.

A study by Qualtrics found that only 34% of customers felt consistently treated with empathy during customer service interactions.

This shows that many customers do not feel understood, which can lead to frustration and dissatisfaction.

Demonstrating empathy not only reassures customers that their concerns are understood but also helps diffuse tension and fosters a more positive experience.

Do not take any issue personally

Not every customer issue needs a response, and some express anger just to gauge your reaction. Their frustration is rarely personal and is usually directed at the product or service, not you.

Instead of taking blame personally, assess the situation carefully and focus on identifying and addressing the root cause to prevent future issues.

Additionally, avoid taking the blame for issues the customer may be trying to put on you. What if they have with negative agendas like ripping you off?

Keeping this in mind will help you handle complaints more effectively, without being emotionally attached to each issue.

Utilize positive language to build trust with clients

Using friendly and positive language with an angry customer can help defuse tension and create a supportive atmosphere.

Avoid negative responses like “unfortunately,” and instead, use a positive approach to show your eagerness to help and resolve their concerns collaboratively.

Use affirming phrases like “Exactly” and “Absolutely” to show agreement, and motivate the customer with supportive language, such as, “I’m excited to work on this with you.”

Identify the root cause of the problem

When a frustrated customer first reaches out, there can be a number of issues happening all at once. You need to get to the bottom of it before the issue escalates any further.

• Try and gather all the relevant details from the customer complaints, assess all the possible causes and identify the real problem.
• If the issue is complex, break it into smaller parts to provide clear solutions.
• Look for quick fixes, such as workarounds, to guide them effectively while demonstrating accountability.

However, it’s important to keep in mind that not every conversation will end positively. Some angry customers remain dissatisfied no matter what while others will test your patience to the limit.

Remember to stay on course; focus on resolving issues professionally and providing the best support possible!

It is also advisable to assess whether the customer is genuinely upset, simply seeking attention or discounts.

Offer a solution and explain what happens next

Once you know the root cause, it’s time to come up with the best solution to ensure the issue is completely resolved. Communicate with the client on the steps to follow or quickly resolve the issue on your end if possible.

If a situation requires higher authority, consult with more qualified customer service specialists and let the client know you’re prioritizing their concern for the best resolution.

Be transparent about the next steps, whether resolving the issue immediately for example within 30 minutes or 1 hour, setting clear expectations for a better outcome.

You can also assign roles and track progress to ensure smooth execution, prevent escalations and demonstrate commitment to resolving the issue.

Provide compensation when needed

A simple act of goodwill can turn a frustrated customer into a loyal one. A discount, refund, or extra service isn’t just about fixing a problem, it’s a show of how much you value your customers’ businesses and want to make things right.

You can build customer trust and help transform a negative experience into a positive one by offering compensation, such as discounts, free perks and exclusive offers.

Here’s a personalized message you can send to your displeased customers to leave a lasting impression, without coming out as a bribe to dismiss the issue.

“We truly appreciate your patience, here’s 20% off your next purchase to make it up to you!”

Going the extra mile not only resolves the issue but also strengthens customer relationships and encourages long-term loyalty.

Follow up with the customer

Fixing the customer issue is only the first step, what truly sets you apart is following up. Was the issue resolved completely to the customer’s satisfaction or is there any further concerns?

A quick check-in, whether through a personalized email or a call, reassures customers that their experience matters.

Keep communication open by providing your contact details, ensuring customers know you’re there to support them.

Don’t let frustration be the last impression of your brand. Reaching out shows you care and can turn a negative situation into lasting loyalty. Trust is built through action, and neglecting follow-ups can weaken it.

Examples of how to respond to an angry customer

Consistency is essential when addressing client concerns whether through email, phone, or live chat. Having ready to use templates can help to quicky gain control of awkward situations.

Here are templates on how to respond to an angry customer that can be used in live chat.

The general complaint about service

Suppose a customer has a general complaint about the products or service, it is important to take responsibility.

Assure clients that you are working on a way to send an email thanking them for reaching out and apologizing for their negative experience with the company’s products or services.

Here is an example.

Delivery or response delay

Late responses can make customers more dissatisfied.

When a customer faces such issues, ensure to inform the upset customer that you are looking into the progress of their case and that you will provide them with an update as soon as possible.

Here is an example.

Billing or overcharge issue

Sometimes, additional charges may be mistakenly added to product updates without your knowledge.

Thank the frustrated customer for bringing the information to your attention and acknowledge how concerning unexpected charges can be.

Here is an example.

Technical issue

All products break or reduce their value with time, and none is perfect.  Support teams should let clients know how frustrating technical problems can be.

They can provide clear guidance through the steps to fix this or connect a client with a specialist who can assist further.

Here is an example.

Transform an angry customer into a loyal one

Handling an angry customer isn’t just about solving their problem it’s about making them feel heard. Giving them the space to voice their concerns allows your support team to address issues more effectively.

Prioritize a customer-first approach and understand their emotions and needs. This not only resolves issues faster but also strengthens relationships.

Sign up with BoldDesk® today! Track customer interactions, communicate efficiently, and resolve issues quickly to turn frustration into loyalty.

Contact us for a quick 30-minute live demo. Or sign up for a 15-day free trial to start experiencing the advantages immediately!

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• 12 Types of Consumers and How to Win Them
• Service Recovery: Definition, Importance & Best Practices

Frequently Asked Questions (FAQs)

1. What are some of the different types of agitated customers?

Customer anger can arise from different personality types, depending on levels of dissatisfaction.

Some customers are loud and aggressive, while others may remain silent and walk away. The three annoyed customers include:

• Customers expressing frustrations on social media
• Demanding and angry customers
• Customers looking to cancel your service

2. What businesses need to avoid when dealing with angry customers?

• Ignoring or dismissing angry customers’ concerns: Treat all complaints with importance and ensure they are published for future reference.
• Neglecting to apologize: Apologize to dissatisfied customers whether the problem is on your side or not. An honest apology for any difficulty or frustration can improve clients’ attitudes and guarantee that their concerns are addressed
• Overpromising: Honesty is essential, as customers are often attentive to every detail in your communication. Prioritize transparency and truthfulness in your interactions to build trust and credibility.
• Interrupting the customer: Give the angry customer a chance to express their thoughts fully without interruptions, even if you cannot meet their requirements. Listening carefully helps them feel comfortable sharing their concerns, allowing for a more productive conversation.