Angry Customer? Here’s What to Say Before Things Get Worse
An angry customer usually wants two things first. They want to be heard and they want to know what happens next.
An angry customer usually wants two things first. They want to be heard and they want to know what happens next.
Do not fight the emotion
Even if the customer is partly wrong, arguing in the first minute rarely helps.
Start with
- Listen
- Confirm the issue
- Stay calm
Separate the facts
Once the person has explained the problem, check what actually happened.
Find
- Order details
- Messages
- Staff involved
- Timeline
Give the next step
Customers become more frustrated when nobody owns the issue.
Tell them
- Who is handling it
- What you will check
- When you will update them
My view
You do not have to agree with everything an angry customer says. But you should make the complaint feel handled, not ignored.
Need a second opinion?
If this is something you are dealing with in your business, you can always message me. If I have an idea that may help, I’ll tell you what I think.
Message LucianWhat I can help with
- Business Website Design
- Website Redesign / Revamp
- Custom Software & Web Applications
- Google Ads Management
- AI Consulting & AI Solutions
- Domain & Web Hosting
No hard sell. If you need help, just ask.
Written by
Lucian Yong
Business owner and freelance web designer in Puchong. I write simple, practical things for Malaysian business owners.
More about me
