0:03 dealing with difficult and angry
0:07 customers is not easy unless that is you
0:10 know the things to say and strategies to
0:13 use to quickly and effectively
0:16 deescalate the situation if you want to
0:21 know the 17 best ways to deescalate and
0:24 calm down an angry customer watch this
0:27 video and just very quickly if you are
0:29 new to my Channel please make sure you
0:32 hit that subscribe button and give the
0:33 video a like because that really
0:36 motivates me to create more great
0:38 content for you thank you very much
0:41 indeed okay let's start working through
0:46 my 17 best ways to quickly deescalate an
0:49 angry customer please write these down
0:53 number one is to stay calm and collected
0:56 first off when dealing with an angry
0:59 customer it is crucial to keep your emotion
1:00 emotion
1:04 in check take a deep breath and approach
1:07 the situation calmly never take anything
1:09 the customer says personally if the
1:12 customer say something to you that you
1:15 don't like say this to them I would feel
1:17 the same as you if I were in your
1:21 situation I am here to help you saying
1:24 that along with your calm demeanor will
1:28 help sooe the customer number two is to
1:31 listen attentively this is really
1:34 important let the customer vent their
1:36 frustrations and don't interrupt them
1:40 while they are speaking sometimes all a
1:44 customer needs is to be heard nodding
1:47 and making affirming sound such as I see
1:51 and I understand can show you are
1:54 genuinely listening if a customer feels
1:56 they are being listened to it will
1:59 definitely help to deescalate the
2:01 situation number three for dealing with
2:05 an angry customer is to show empathy and
2:08 to acknowledge their feelings now this
2:11 is again one of the most effective ways
2:14 to deescalate an angry customer you can
2:17 quickly and easily express understanding
2:20 for the customer situation and how they
2:24 are feeling by saying I can see why you
2:27 are upset if you use that phrase while
2:30 helping an angry customer they're tone
2:33 of communication will change number four
2:37 is to maintain positive body language if
2:40 you're interacting with the customer in
2:43 person make sure your body language is
2:45 open and
2:47 non-confrontational if you cross your
2:50 arms and look frustrated it will make
2:54 the situation worse uncross your arms
2:58 use gentle eye contact and Nod to show
3:01 that you're attentive and approachable
3:05 number five is to apologize sincerely
3:07 now again this is one of the most
3:10 effective ways to deescalate an angry
3:13 customer even if the issue isn't
3:17 directly your fault a sincere apology
3:21 will go a long way something simple like
3:23 I'm sorry this has happened to you and I
3:26 will do all that I can to resolve the
3:29 situation promptly can quickly help to
3:32 defuse a Situation Number Six is to
3:35 avoid blaming the customer or making
3:38 excuses now when dealing with an angry
3:41 customer avoid placing blame on them or
3:44 making excuses for example if the
3:47 customer has contacted the wrong company
3:50 Department do not say unfortunately
3:52 you've called the wrong department and
3:55 certainly do not say this it's my
3:58 colleague who usually deals with this
4:00 and they're not available right now
4:02 saying things like that will only make
4:06 the situation worse instead take
4:08 ownership of the situation and say
4:11 something like this instead I just need
4:13 to contact my colleague in another
4:16 department to get some information to
4:18 help me quickly solve this problem for
4:22 you I'll be right back always focus on
4:24 finding a solution for the customer
4:27 instead of blaming others number seven
4:31 is to ask clarifying questions to better
4:34 understand the customer's issue and to
4:37 make them feel valued ask clarifying
4:40 questions for example you can ask these
4:43 two questions that will help quickly
4:46 deescalate their anger can you explain
4:49 what happened and what would you like us
4:53 to do to resolve this situation for you
4:56 asking those two questions shows you are
4:59 engaged and ready to help number eight
5:03 is to speak softly and slowly this is
5:07 another great way to deescalate an angry
5:10 customer now if someone is shouting at
5:14 you and you shout back it does nothing
5:16 to deescalate the conflict or
5:19 confrontation however if someone is
5:22 speaking at you with a raised tone of
5:26 voice and you respond in a soft and slow
5:29 tone it has the effect of calming them down
5:30 down
5:33 next time you have to deal with an angry
5:37 customer try speaking slowly and softly
5:40 and you'll be amazed at the positive
5:44 impact it has number nine is to always
5:47 keep your promises how many times has a
5:50 company or business promised to call you
5:53 back or do something for you and they
5:56 never do it it happens all the time I
5:59 literally see this happening every week
6:01 and it it's really frustrating now when
6:04 dealing with an angry customer always
6:08 keep your promises if you say you will
6:11 contact them soon with an update commit
6:13 to it even if there hasn't been much
6:16 progress resolving their issue still
6:19 contact them to keep them updated if you
6:23 fail to keep your promises the customer
6:26 has every right to be annoyed number 10
6:29 is to provide Solutions now when deal
6:33 with an angry customer always focus on
6:36 what you can do to resolve their issue
6:39 if the customer believes and sees that
6:41 you are working hard to solve their
6:45 issue it will instantly deescalate their
6:49 anger offer practical Solutions and this
6:53 is important outline the steps you will
6:56 take to quickly address their concerns
7:01 number 11 is to set clear expectations
7:03 this is another very important thing to
7:06 consider when dealing with angry
7:10 customers be honest and set clear
7:13 expectations customers will respect you
7:16 if you are being honest with them for
7:18 example if you are unable to provide a
7:22 refund explain the reasons why if it is
7:24 going to take some time for you to
7:27 resolve their issue tell them how long
7:31 it is likely going to take honesty and
7:33 transparency when dealing with angry
7:36 customers will help you take control of
7:39 the situation and quickly gain their
7:43 respect number 12 is to take ownership
7:46 of the customer's problem even if the
7:48 issue is not directly your fault take
7:53 ownership for resolving it phrases like
7:55 let me take care of this for you can
7:57 help reassure the customer that they're
8:02 in good hands number 13 is to offer the
8:05 customer something tangible now
8:08 something that is tangible can be
8:11 touched examples of a tangible solution
8:15 for angry customers include a discount
8:20 replacement product or a refund concrete
8:23 actions and tangible Solutions speak
8:27 louder than words number 14 is to use
8:30 the customer's name now this is another
8:33 great tactic for deescalate an angry
8:36 customer using the customer's name can
8:39 make the interaction feel more personal
8:43 and less adversarial it shows you're
8:46 addressing them as an individual for
8:50 example I recently booked a table at a
8:53 restaurant for me and my partner they
8:56 contacted me the day before our meal to
8:59 explain that they had double booked the
9:02 table a the restaurant manager called me
9:05 and said this Mr mcmun I am terribly
9:07 sorry for this issue but we have
9:10 unfortunately double booked the table
9:12 while I appreciate this may not be
9:14 possible would you please consider
9:17 moving your table booking to a later
9:20 time the fact the restaurant manager
9:23 used my name and was honest with me
9:26 about their mistake negated any
9:29 frustration or anger I might have had
9:33 number 15 is to offer the customer a
9:35 next step now when you have resolved the
9:39 customer's issue offer a clear next step
9:42 or ask if there's anything else you can
9:45 assist them with for example you could
9:47 say this thank you for your
9:49 understanding Mr McMan is there anything
9:52 else I can help you with this helps
9:55 conclude the interaction on a positive
9:59 note number 16 for dealing with an angry
10:02 C customer is to follow up now after
10:04 resolving the issue make sure you follow
10:07 up with the customer a simple call or
10:11 email the day after you have resolved
10:13 the customer's problem to check if
10:16 everything's still okay will leave a
10:18 lasting positive impression and number
10:21 17 for dealing with an angry customer is
10:25 to always be professional and remember
10:28 you are representing your company's brand
10:30 brand
10:33 your employer's positive reputation can
10:36 take years to build but it can be ruined
10:39 in one day when dealing with customers
10:42 always maintain professionalism and
10:45 never be rude or disrespectful an angry
10:49 customer doesn't view you as an employee
10:52 they view you as the company okay so
10:56 there's 17 ways to quickly deescalate an
10:58 angry customer now the next thing to do
11:01 to to accelerate your customer service
11:04 skills even further is click that link
11:06 and undertake my brilliant customer
11:10 service training course also don't
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11:25 pleasure to connect with like-minded
11:27 professionals such as yourself thank you
11:29 very much for watching this video and I
