I am talking about those customers who come on social media calling ‘you’ (the organization) names and tagging anyone they think will help them or at least listen to them. There is also another category who always suggest how the company should do things, want the Terms and Conditions to be bent to suit them or want products they think will suit them better. How about the customers who threaten to sue the company because they feel that they did not get a good deal?
Do you ever feel like ignoring their comment, blocking them from your page or simply delete their complaint? In my opinion, that is taking it personally; do not take it personally. The customer is not angry at you but the organization. I have seen instances where the PR guys suggested that comments be deleted but I think they should be left there and come up with very good responses explaining why things went the way they did or rather call the customer then respond on the comment with something like “We have called and assisted you.” that is after making an actual call to the irate customer.
Here is how to handle an angry customer online:
- Empathize
For me, it is somehow tricky because this makes me go out of my way and follow up and try to push others to ensure that the irate customer is happy again. Just remember that empathy goes a long way.The opposite of anger is not calmness; it is empathy. _Mehmet Oz
- Do not over-engage online
If you respond online and the customer comes back more than twice it is best to call. I have come to realize that most customers who post nasty comments are very polite when you call them. Some are even sorry for their nasty comments. A phone call helps to understand the customer better and explain to them better. Here; you also give the customer a chance to seek clarification on any other thing regarding the company. There are things that are best spoken than written.Understanding the mythology of your partner, your customer and your audience is far more important than watching the instant replay of what actually happened. _Seth Godin
- Tell the truth
How would you feel if someone hid the truth from you? How would you feel if you complained about a product or service and you keep getting vague answers? It is safer to tell the truth offline, so offer to explain things offline not online. If your customer is angry because of delays in doing something or substandard products, it is best to explain to the customer why there are delays or why the products are that way. In the case of substandard products, you can even ask them to return the bad one and get a good one. This will help to cool them down; the customer is also human. Other than just responding with phrases like ‘kindly be patient’ it is better to call and explain then respond online stating that you have spoken via call. More often than not, the angry client will now be happy and even become an advocate of the brand.Honesty is the fastest way to prevent a mistake from turning into a failure. _James Altucher
- Be swift
The irate customer should be given high priority when handling customers online. Taking time to sort the customer might make the company lose more customers or scare away potential customers.The situation will get worse unless swift action is taken. _Mohammed Elmi
Remember that you should let the customer vent, do not argue back and always focus on reassuring and satisfying the customer. The customer is always right.
When handling angry customers either online, face to face or via call, patience, and self-control are indispensable virtues.
When handling angry customers either online, face to face or via call, patience, and self-control are indispensable virtues.
