Types of “Angry” Customers and How to Deal with Them
Regardless of the exceptional service you provide, it’s important to realize that not every customer will always be satisfied. Some may have high expectations.
Aggressive Customers These individuals are typically quick to anger, critical, and often verbally abusive. They believe their needs are paramount. They may shout, complain, or even make personal attacks.
- How to Handle:
- Remain calm and apologize sincerely.
- Ask them to explain their issue once they’ve calmed down.
- Avoid matching their aggression and respond politely.
- Don’t take their comments personally.
- Once they’ve calmed down, offer a solution.
- If handled correctly, these customers can become loyal advocates for your business.
Chronic Complainers Some customers, known as chronic complainers, find fault with almost everything—from pricing to trivial details. They are difficult to please, often leading to frustration and stress.
- Approach:
- Recognize that you cannot please everyone, especially chronic complainers.
- Always listen attentively and focus on calming any escalating tensions.
- Respond calmly without making excuses.
- Try to address multiple complaints at once to reduce interactions.
- Creating and managing digital content addressing common complaints can also help reduce frustration by providing clear, easily accessible information.
Indecisive Customers These customers constantly seek reassurance about aspects like price and quality. They often ask numerous questions but struggle to complete a purchase.
- Best Approach:
- Before dealing with this type, identify their primary concern, whether it’s price or quality.
- Use incentives or limited-time offers to encourage a decision.
Impatient Customers These individuals demand immediate solutions and may not understand constraints, whether it’s unavailable features or after-hours limitations. Their impatience often manifests as frustration, using phrases like “I can’t believe this” or threatening to go to competitors.
- Handling:
- Ensure a prompt response.
- Explain any delays and reassure them of your commitment to helping immediately.
- If possible, redirect them to available colleagues for faster service.
Know-It-All Customers “Know-it-all” customers believe they are experts and often dominate conversations, being overly critical. Their behavior may be a tactic to negotiate a better deal.
- Strategy:
- Boost their ego with sincere compliments about their product knowledge.
- Avoid confrontation if you’re correcting them. Start by agreeing, for example, “You’re right, but…”.
- Ensuring they feel heard and valued can lead to loyalty.
