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