Listen without interrupting and repeat back what you heard, take ownership of getting the problem fixed and keep the customer updated, then follow up about a week later. Stay calm the whole way through, and don't argue.
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Dealing With Angry Customers: 3 Steps That Work
Dealing with angry customers gets easier when you and your team know what to do in the first few minutes. This page walks you through three steps that work for most upset customers, and when they're done well, the customer often ends up more loyal than before the problem happened.
Picture a customer who bought a refrigerator three weeks ago and found it warm on a Saturday morning, with a weekend's worth of groceries spoiled. By the time he reaches your counter, he's tired, out money and sure nobody's going to help him.
His anger usually isn't about you, even when it feels that way. He feels ignored and out of control, and there may be other things going on in his life that you'll never know about.
What he needs is someone who'll listen, take ownership of the fix and check back afterward. Learning how to deal with angry customers this way takes practice, but the steps are simple enough to coach so everyone on your team can use them.
Jump To: The 3 Steps | What to Say | Example | FAQ
Step 1: Listen to Understand
The first step in dealing with angry customers is to let the customer tell you what happened. He may ask questions like these, and he usually isn't looking for an answer to any of them yet:
- "How could this have happened?"
- "What kind of business are you running?"
- "Do you know what I've been through?"
- "What am I supposed to do now?"
- "What are you going to do about it?"
An irate customer may raise his voice, and a few use language you wouldn't accept from anyone else. If a customer threatens you or becomes abusive, get your manager involved right away. Otherwise, stay calm and don't argue, because arguing gives him a person to blame and makes him angrier.
Let him vent without interrupting. In person, keep eye contact and nod so he knows you're following, which doesn't mean you agree. On the phone, a short "I understand" or "I'm listening" every so often does the same thing.
When he's finished, repeat back what you heard in a sentence or two. Hearing his own concern in your words tells him you were listening, and it makes sure you're about to fix the right problem.
"Thank your customer for complaining and mean it. Most will never bother to complain. They'll just walk away."
- Marilyn Suttle
Step 2: Take Ownership
Once the customer has had his say, listen for clues about what he wants done. Being heard is sometimes all an angry customer is looking for, but most of the time he has a specific remedy in mind, so listen for it as he explains what happened.
In the heat of the moment, working out exactly what went wrong can wait. Neither you nor the customer can change what already happened. You'll want to make sure the same thing doesn't happen again, but that comes after the customer in front of you is taken care of.
Right now, it's more important to the customer that you understand what needs to be done to fix the issue and that you're personally committed to getting it resolved quickly. He wants to know his issue is serious and has merit. Whether you agree with him or not, you can let him know you understand it's important to him, and one sentence does that:
"Mr. Customer, I understand your concern and I will do everything I can to help you."
That sentence works even when you don't agree with the complaint or can't fix the issue yourself. You're telling the customer you understand his concern and you'll get him help, either by calling someone who can resolve the issue or by taking it to someone with more decision-making authority.
If the problem can't be fixed on the spot, take ownership right away and let the customer know what you'll do so he doesn't have the same experience again. If it needs research, don't make him wait while you dig. Tell him you'll call by the end of the day or first thing in the morning with an update.
Keep giving him progress reports until the issue is resolved. Customers who get regular updates are much more understanding when a fix takes longer than expected, and even if you can't resolve the issue, he'll see how hard you worked on it. Make sure he has your direct line so he can reach you whenever he needs to.
For more examples of what ownership looks like day to day, see Taking Ownership in Customer Service.
Step 3: Follow Up
After the issue is resolved and the customer has had time to calm down, he'll recognize how hard you worked to see it through. That gives you a chance to repair the relationship and even make it stronger than it was.
Reach out about a week after the issue is resolved to make sure there isn't anything else you can do for him. Thank him for his patience and his business, and ask him to call you directly if anything else comes up. Our free courtesy call script walks you through what to say before you pick up the phone.
A follow-up call he wasn't expecting changes how he sees you and your company. Don't be surprised if he apologizes on that call, because looking back he may feel his reaction was a bit much. If that happens, thank him and keep the conversation on how much you look forward to serving him.
What to Say to an Angry Customer
When you're dealing with angry customers, a few common phrases can make things worse, even when they're true. Each of these swaps tells the customer what you can do and when, which is what an upset customer wants to hear. Knowing how to respond to an angry customer with the right words takes some of the fear out of these moments for your team.
| Instead of | Try |
|---|---|
| "Calm down." | "I can see why you're frustrated, and I want to help." |
| "That's not my department." | "Let me get you to the person who can fix this, and I'll give them the details so you don't have to repeat yourself." |
| "It's our policy." | "Here's what I can do for you today." |
| "You should have read the instructions." | "Let's look at what we can do from here." |
| "I don't know." | "I'll find out and call you by 4 p.m. today." |
| "There's nothing I can do." | "I can't approve that myself, but I'll take it to my manager today and call you by tomorrow morning." |
Practice these in a team meeting by having two people role-play an upset customer and an employee, then switch. Question 2 on the Customer Service Quiz makes a good starting point for the discussion.
Example of Dealing With an Angry Customer
Kayla works the service desk at an appliance store, and her manager coaches the whole team on these three steps. This example of dealing with an angry customer shows how she handled one of the most upset customers she'd seen all year.
KAYLA AND THE WARM REFRIGERATOR
Step 1, listen: Mr. Alvarez came in on a Monday morning. The $1,400 refrigerator he'd bought three weeks earlier stopped cooling on Saturday, he'd thrown out about $200 of food, and he wanted the manager, who was off that day. Kayla let him finish without interrupting, then said, "That's a lot to deal with over a weekend, and I'm sorry it happened. Let me make sure I have it right," and repeated the details back to him.
Step 2, take ownership: She told him, "Mr. Alvarez, I understand your concern and I will do everything I can to help you." A replacement was in stock for delivery on Thursday. The $200 food credit needed a manager's approval, so she promised to call him by 2 p.m., texted her manager, got a yes within the hour and called him at 1:30.
Step 3, follow up: A week after the delivery, Kayla called to make sure the new refrigerator was working. He thanked her and apologized for how upset he'd been that Monday.
The fix cost the store a $200 credit. Four months later, Mr. Alvarez came back for a washer and dryer, about $1,800, and asked for Kayla by name.
The 3-Step Response When Dealing with Angry Customers
Nowhere in these three steps does it say the customer is always right. Plenty of times the customer is flat-out wrong, and that's fine. What matters is that you and your team can handle an upset customer with poise and confidence. Trying to prove him wrong won't get you anywhere, so put your effort into leaving him satisfied, because that protects the reputation of the business.
- Listen. Let the customer vent without interrupting, and show him you're listening so he knows you understand his frustration.
- Take Ownership. Even when you can't resolve the issue yourself, take responsibility for getting him to the people who can, and keep him updated until it's fixed.
- Follow Up. A courtesy call about a week later goes a long way toward rebuilding the relationship.
Will these steps work every time? No. Now and then you'll meet a customer who won't be satisfied no matter what you do, and all you can do is wish him well and move on. For nearly every other upset customer they work, and your job as the leader is to make sure everyone on your team can handle all three.
Dealing With Angry Customers FAQ
The questions below address what leaders most commonly ask about dealing with angry customers.
Click on the (+) sign below to expand each question. Click the (-) sign to collapse it again.
How do you deal with angry customers?
What should you never say to an angry customer?
Avoid phrases like "calm down," "that's not my department," "it's our policy" and "there's nothing I can do." Tell the customer what you can do instead, and when you'll get back to them.
How do you respond to an angry customer on the phone?
Let them finish without interrupting, use short phrases like "I understand" so they know you're listening, then repeat back the problem. Give a specific time for your next call and keep that promise.
What if the angry customer is wrong?
You don't have to agree with a customer to help them. Acknowledge that the problem matters to them, explain what you can do and put your effort into leaving them satisfied instead of proving a point.
How should I answer "How would you handle an angry customer?" in an interview?
Walk through the three steps using a short example from your own experience: how you listened, what you did to own the fix and how you followed up. Finish with the result, such as the customer staying with the business or coming back.
More Customer Service Articles
Richard Gorham has led teams in financial services for more than 30 years, from retail branches and operations to investments and insurance, and he still leads a team today.
He founded Leadership-Tools.com in 2002 to give managers free, practical tools like the ones he used in his various leadership roles. Every tool here has been used in a real workplace and comes with a filled-in example you can follow.
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