Anyplace Control Software Blog

We have said a lot about situations when customers are very angry when they do not receive a proper service or support when they need it. It drives them crazy and customers become very angry. It is rather hard to calm user down, but still it is possible. Here are some techniques how to perform that:

We all we are humans.
Each person has his own moral and psychological needs and requirements. All of them are rather simple, but nevertheless vital. Each person should feel an importance of his/her existence, have self-respect, dignity and to have a feel of financial stability. To cope with an angry user you have to understand him/her needs, try to boost customer's self-confidence, enhance basic human requirements.

Listen To Customer
Before you start to prove your right and that the problem was customer's fault, try to listen to customer attentively first. Check the seriousness of a situation, whether the person is angry or hostile. We do know customer's problem may also drive you crazy, thus the best option is to calm down yourself and to listen customer's story till a far end. Don't even try to interrupt your interlocutor. The only phrases you can tell are "yes" or "no" that indicates you are listening to user. Take notes during customer's talk whenever you don't understand something or have a question. It will help you to find out what you need in the future.
Try to evaluate or imagine a situation from customer's side (as if it was you who faced with the issue). Put yourself on a place of a person who has faced with an issue and try to predict your possible thoughts and deeds. After the user has reached the end of his/her story clarify all points you have noted for yourself. Try to explain your view of way out from the problem. If customer doesn't agree with you, try to ask his/her point of view how to sort out the issue.

Absolute calmness.
Stay deadly calm, don't even try to show your anger. Put your ego aside as any wrong word from your mouth can call a disaster for your company. Customer is angry with the occurred situation, but not with you personally, thus there is no need to feel anger at user. Act calmly and quietly. Try to separate the content of customer's speech and the way it was delivered. Being quiet yourself you will make customer to calm down and it would be a nice chance to approach the problem rationally.

Boiling point
While talking to a customer try to think about what was the reason of the anger. You may face with a customer who is so worked up that you may have a hard time to figure out not only the reason of the problem but what the problem itself is. After you managed to calm down such customer - don't ask too many questions as you can make user angry again. Ask only who, what, where, when, and why questions to reveal the problem.

I know what you want
All users have one aim when calling to support - to get what they want.. And your main task is to provide them with it. Make sure you clearly understand what customer is willing to reach for you to leave him/her completely satisfied.
If customer continues to stay angry and all you have done is worthless - think about a possibility of having a deal of irrational person. User can also be trying to get a ploy to gain a reason not to make a payment. in this case it's better to inform a customer that you need more time to investigate the problem and you will contact him/her back. It would be the best way out from a tricky situation.