Angry Customer At Bank Essay

In this article, we give you advice on what to do when dealing with irate customers, including tips, examples and personal guidance to turn the difficult interaction around. 

It happens on a regular basis! Angry customers express their frustration by aiming their complaints at staff members.

If this happens to you, then don’t despair. You are not the first to be concerned by raised voices and maybe even a threat of violent behaviour. Stay calm and devise a plan to face such a situation.

How do I deal with angry customers?

If you wish to be successful in any business, you have to learn how to handle angry and disgruntled customers, who may not have received the level of service that they expected from the company that you are representing.

Before you devise a plan to cope with these difficult situations, it is important to try and understand the viewpoint from both sides. You are the initial point of contact with the angry customer and they are expressing their concerns about the company and not about you as an individual.

Try not to take it personally

Your aim should always be customer satisfaction, whatever the situation. How you achieve this is up to you based on your individual strengths and inter-personal skills.

Listed below are five important points and examples of how to assist a difficult customer, followed by guidelines to help you develop your own personal strategy for dealing with them.

Click here for The Right Words and Phrases to Say to an Angry Customer

Five things to do

1. Reassure the customer

“I always try to show I am really listening. Remember the human side of things and show empathy when the customer is distressed – there’s nothing worse than a ‘computer said no’ or ‘terms and conditions’ line when someone is upset.”

Rhian Roberts

One of the first and most important things to do is reassure the customer that you are listening. Even if you won’t be able to give them exactly what they want, they need to be sure that their message is getting across.

The sad fact is that many customers will have had negative experiences with contact centres before. You need to demonstrate that they have your attention and that you really intend to help.

Examples of reassuring statements
“Calling us was the right thing to do”
“I’ll let you explain the situation first, and then we’ll find you a solution”
“Please feel free to tell me anything you think is relevant”
“I can certainly understand why this is distressing”
“Your issue is a cause for concern – let’s find out why this happened”

“I always try to show I am really listening. Remember the human side of things and show empathy when the customer is distressed – there’s nothing worse than a ‘computer said no’ or ‘terms and conditions’ line when someone is upset.”

– With thanks to Rhian Roberts

2. Show empathy

“I can certainly appreciate how you feel”

Empathy is important, so it can help to show that anyone would feel the same under these circumstances. The quickest way to anger somebody is to suggest that they are overreacting.

Even if the customer’s response does seem out of proportion, there are ways to be apologetic without just saying ‘sorry’. In fact, saying sorry can often give the customer a new avenue for their complaint – “sorry doesn’t solve my problem”.

Examples of empathy statements 

“I would feel the same in your situation, but we will sort this out”
“Your experience does not meet our expectations”
“I know how frustrating it can be – let’s see how I can help you”
“I can certainly appreciate how you feel”
“Thank you for bringing this to my attention”

“The advisor has to understand whether the customer’s needs are ‘physical’ or ’emotional’. With physical needs, the customer is angry because they don’t have something they should have. 

Phrases for those customers are things like ‘Let me sort this out for you so you can get the refund you were expecting’.

If their needs are emotional, they are angry because the advisor has not understood how they are feeling.”

For those customers, use phrases like ‘I can tell you are frustrated, and my job is to make sure you are not frustrated any more’.”

– With thanks to Parag Patel

For more advice on how to do so, read our 18 essential empathy statements, with guided commentary.

3. Keep it factual

“Is there anything else about the situation I need to know?”

If the customer’s anger is making the call difficult to deal with, try to keep things factual. Simply outlining the situation encourages them to focus on their communication and makes it harder to maintain an aggressive tone.

It’s also very useful to give the customer some idea of what measures you are going to take to help them. You may be confident in your abilities, but they don’t know anything about you or the process you are following.

Examples of statements to keep the interaction factual

“Let me check I’ve got all the facts straight”
“This will help to make sure that I’m definitely the right person to assist you”
“To guarantee you get the best possible help, I may bring my supervisor into the call”
“Is there anything else about the situation I need to know?”
“I’ll do this for you as quickly as possible”

“Always listen to the client before saying anything. They have probably rehearsed what they’re going to tell you and by cutting them off you can make them angry.”

“Before assisting the client with their problem, ask if it’s ok that you verify the query, so they know that you were listening. This also avoids giving the client wrong information.”

– With thanks toDane Khan

4. Add personality

Some phrases can get the customer to empathise more with the advisor they are speaking to. Even when they are angry with the service, there’s no reason for them to be angry with you personally. In fact, you often hear this phrase in complaint calls: “I know this isn’t your fault, but I’m unhappy with how your company has behaved.”

Advisors can use phrases that build a relationship with the customer, making it much harder for them to act aggressively.

Examples of statements that add personality

“Let’s work together to solve this”
“If you’re not happy, I’m not happy”
“I’m as surprised as you are that this has happened – let’s sort it out”
“Let’s make sure you get what you need from this situation”
“Here’s an idea – tell me what you think of this”

“Placing yourself on the customer’s side will divert their anger. This also restores their faith in the brand and lets them know that you are there to help.”

– With thanks to Elizabeth Brabner

5. Offer solutions

“Your issue is unusual, but I have dealt with similar cases before and I can help you”

Finally, advisors need to sell a solution to the customer. This can be tough, because it’s not always going to be the outcome that the customer hoped for. By bringing them into the process and offering the solution as an agreement between both parties, advisors stand a much better chance of resolving the issue.

If they’re not totally happy, you can ask them what would need to change, and then look for a middle ground.

Examples of statements to introduce solutions

“Your issue is unusual, but I have dealt with similar cases before and I can help you”
“In my experience the best way to proceed is_____. How does that sound to you?”
“I’ll investigate this right away and find out why your experience has suffered”
“There are a few ways to address this – we just need to find the best fit for you”
“I know this isn’t how you want to spend your morning, and I can offer you this solution”

“It’s important that if you give a negative message, you counter it with a positive one. ‘While I can’t do that for you, I can do this for you.’ Little things go a long way, like ‘Thank you for being patient while I look into this’ or ‘thank you for waiting on hold while I attempt to resolve this’.”

– With thanks to Simon Murphy

Tips to develop your own personal strategy

6. Let the customer vent

After all, they can only do this for so long. Once they are out of steam you can begin to problem solve the query. If you interrupt the customer, you will only make them more irate. When the angry customer finally takes a breath, then you should add in the empathy quotes, as suggested earlier.

7. Take suggestions to management

If an issue is recurring, instead of just dealing with it each time, talk with management about improving processes so the issue is minimised in future. This way you are actively assisting angry customers, whilst avoiding future stress.

– Thanks to Andrew Goodyear

Here is our Article on Involve Agents in Operations and Strategy

8. Never argue back

Remember that the simple mathematical rule of ‘two negatives make a positive’ does not work in this case. You have to face a confrontational situation by calming the irate customer with your positive and professional behaviour. It is only by empathising with their viewpoint and suggesting a possible solution that you will resolve the situation and satisfy the customer.

9. Never say no

An advisor should never use the word “NO” (including its variations – “it’s not possible”, “it can’t be done”, “we do not have” etc.). The customer on the other side of the line expects to hear what the advisor CAN DO to fix his problem and not what’s not possible!

– Thanks to Emil Ivan

Here is our Article on 11 Things a Call Centre Agent Should Never Say (But Many Do)

10. Use your ears more than your mouth

Remember that you have two ears and only one mouth – so make sure you listen more than you speak. If you try to respond forcefully when your customer is angry , then the situation will certainly get out of control and you are unlikely to succeed in resolving the situation. More importantly, by listening carefully, you will be able to understand why the customer is complaining, so that satisfactory steps can be taken.

Here is our Article on Ten tips to improve listening skills on the telephone

11. Show that you care

Once the anger subsides, there will be a short interval when the customer pauses for breath and that is when you have an opportunity to express your empathy and understanding. You have to show that you care and that you will do everything within your power to try and resolve the situation. This exhibition of your concern will win the customer over and half your battle will be won. There will be a significant change in their behaviour and you will be able to turn the situation around.

Here is our Article on Beating Phone Rage with Care

12. Be patient

It never pays to be impatient, in any business. Although it is not easy to control one’s emotions when a customer is being unreasonable in their behaviour, you will have to remain professional, friendly and cooperative in order to succeed. Having patience with your customers and with yourself will go a long way in winning over hostile customers.

Here is our Article on Customers Happy to Hold

13. Be positive in your approach

Even in the worst of circumstances, try to overcome all negative tendencies and adopt a positive approach and mindset. This will also help you to manage your stress effectively so you are not weighed down by the hostile attitude of the customer. You should be gentle with yourself and try and express your point of view assertively without in any way offending your customer’s feelings.

Here is our Article on Articles about Positive words and Top 25 Positive Words, Phrases and Empathy Statements

14. De-stress yourself from time to time

By the time you succeed in winning over the customer, you will naturally be exhausted and stressed. It is important for your own health as well as customer relations that you learn how to de-stress yourself. There is nothing like a hot cup of coffee to rejuvenate your sagging nerves. Or take some time off to listen to some music or chat with your friends in the cafeteria.

Apart from music, meditation and breathing exercises may be effective. However, these are only suggestions; there is no fixed recipe for dealing with stressful emotions – you have to find what works for you.

Here is our Article on How to help call centre agents deal with stress

15. Control your anger

Getting angry is a common trait of human nature but you should learn to control your anger, relax and calm yourself so that you can express your anger in a subtle way without showing any emotions towards your customer.

Here is our Article on Zen and the Art of Handling Angry Customers

Do you haveany have any further advice on how to deal with difficult customers? Please leave your thoughts and feedback in the comments section below.

No matter how much time you spend delivering good customer service, it’s important to remember you can’t please everyone every time. Whether it’s a customer with heightened expectations, or an otherwise lovely person who happens to be having a rough day, you will inevitably encounter customers who are difficult to satisfy. The key is to learn how to make the best of a difficult customer interaction and resolve the situation in a manner that satisfies everyone.

Here are five difficult customers you may encounter in the future and recommendations on how to effectively help them and solve their issues:

Aggressive Alice
Who she is: Alice is on vacation with her family. She was enraged when she saw that the deluxe room she booked had one large bed inside instead of two smaller-sized beds. She thought that the room she booked was enough for her and her two kids—her daughter who wants to sleep next to her and her son who prefers to sleep in a separate bed.

Instead of asking what happened with her reservation politely, she raised her voice to the staff and called them incompetent. Tired from a long day of traveling, Alice isn’t interested in hearing the manager’s explanation. Right now she just wants to express her anger to anyone who will listen.

How to deal: Whether it’s your fault or hers, Alice isn’t ready to listen. Do not respond to her aggressiveness with high emotions, because it will only exacerbate the situation. Try to understand why she is frustrated and wait for her to regain composure. When her anger has subsided, take the opportunity to apologize and offer a solution. Do not let hurtful words affect your decisions, or your overall customer service.

Very impatient Patrick (V.I.P)
Who he is: Patrick, like all customers, doesn’t like to wait. The pair of sneakers he was trying on are too small for him so he ordered a bigger size. It was a weekend so naturally, there are many customers seeking assistance from the staff. But Patrick doesn’t care about the size of your queue. Why would he? He just wants to get his shoes and move on with his life.

How to deal: All customers deserve a prompt response and quick action, regardless of how difficult they are. But you can’t necessarily bump a customer to the top of the queue just because he’s lost his patience. Do your best to explain why things aren’t moving as quickly as he’d like, assure him that you appreciate his patience, and do your best to serve him as quickly as possible. If possible, refer him to less-busy colleagues who can give him more timely assistance.

Silent Sophie
Who she is: Sophie plans on having a makeover at a salon. The stylist asks Sophie what hairstyle she wants. Sophie answers “a little trim and blonde hair color,” which is too vague for the stylist.

How to deal: Customers like Sophie don’t always realize when they’re too vague. They have a clear understanding of what they want but don’t always do a great job asking for it. If Sophie is unable or unwilling to supply you with more information on what she wants, handle it by getting more specific.

What particular shade of blonde is she referring to? How short does she want her hair? Show her magazines or catalogues to arrive at a more specific hair color. Point out how small of a difference “a little trim” can make to her hair. She might be expecting a drastic change in her look so it’s best to manage expectations early (and avoid a potentially uncomfortable situation).

Complaining Carl
Who he is: Carl ordered Fresh Mushroom Soup, but in the middle of the meal, he noticed that it tasted like ready-made mushroom soup straight from the can.

Disappointed, he called the attention of the waiter and asked him to explain why the soup is not “fresh” contrary to what was stated in the menu. Carl also started noticing little things, such as the stain on his glass and the too dim lights. His needs aren’t being met and he wants to speak to a manager.

How to deal: Perhaps you ran out of mushrooms and resorted to serving canned soup. Maybe Carl just has an odd palate. Either way, the best way to alleviate the situation is to apologize for what happened and avoid excuses.

Try to resolve his complaints in a single transaction. That way, you can meet his needs without ignoring other customers. If he is still dissatisfied, seek help from your manager but be sure to offer a solution first. For example, recommend a different soup or offer to subtract the price of the order from his bill.

Know-it-all Nikki
Who she is: Nikki tries on different shades of foundation in a cosmetic store when a beauty consultant approaches her. The woman tries to help Nikki pick the perfect shade for her skin tone when she notices that Nikki was applying foundation that’s too light for her. Nikki insists that it’s her skin and she knows what she is doing.

How to deal: Give Nikki a little ego-boost by dishing out compliments such as “I hear

Difficult customers are part of life, but so is great customer service. Always try to empathize with them, even if they’re having a bad day. Have you encountered any of the five types of problematic customers yet? Share with us your experience and how you handled them.

This post was originally published by Zopim. Since joining Zendesk, Zopim has been welcomed into our product family as Zendesk Chat, along with a number of treasured belongings.

0 Replies to “Angry Customer At Bank Essay”

Lascia un Commento

L'indirizzo email non verrà pubblicato. I campi obbligatori sono contrassegnati *