October 3, 2023

The Ultimate Guide to Handling Angry Customers on Live Chat

Live chat has gained popularity as a customer support channel for businesses of all sizes. It’s known for its convenience and efficiency, allowing customers to get their questions answered or issues resolved quickly without making a phone call or sending an email. However, it’s not uncommon to encounter angry customers in this virtual space. Handling them skillfully is essential for maintaining a positive reputation and fostering customer loyalty.

When customers have a bad experience, they are more likely to share it with others, which can harm your reputation. On the other hand, when customers receive exceptional service, they tend to become loyal brand advocates. That’s why, it is important to prioritize customer satisfaction and handle angry customers with care and professionalism. In this guide, we’ll walk you through managing angry customers on live chat, providing tips and strategies to turn their frustration into satisfaction.

Understanding Why Customers Get Angry

Before we talk about how to deal with angry customers, it’s important to know the reason behind the customer’s behavior. Anger is a natural reaction when people feel frustrated, disappointed, or like nobody is listening to them. Customers often get angry because they’ve faced a problem or feel like their needs weren’t met.

As customer service reps, it’s crucial to remember that their anger isn’t about you personally. Instead of taking it personally, try to understand how they feel and why they’re upset. Show them that you understand their emotions and care about their perspective. This can help calm them down and work together to find a solution.

Techniques To Calm Angry Customers: Empathy and Active Listening

Empathy and active listening are essential when dealing with upset customers. When customers feel like you hear them and understand their point of view, they are more likely to calm down and work together with you to solve the problem. Here are some ways to show empathy and listen effectively:

• Acknowledge their feelings: Start by recognizing the customer’s emotions and telling them that you understand why they’re frustrated. You can say things like, “I get why you’re upset” or “I see why this is bothering you.” This shows that you’re paying attention and empathizing.
• Repeat and summarize: During the conversation, rephrase and recap what the customer is saying to make sure you grasp their concerns correctly. This demonstrates that you’re actively listening and helps the customer know you’re trying to understand their perspective.
• Ask open-ended questions: Encourage the customer to share more by asking questions that can’t be answered with a simple “yes” or “no.” This lets them express themselves fully and gives you valuable information to address their issues effectively. Open-ended questions also show your genuine interest in resolving the problem.
• Avoid interruptions: While it’s tempting to jump in with solutions, it’s important to let customers express themselves without interruption. Interrupting can make them feel unheard and make their anger worse. Instead, let them speak their mind, and then respond carefully.

Effective Steps for Solving Customer Issues in Live Chat

Once you’ve made the customer feel better and shown that you’re listening and understanding, it’s time to focus on solving their issues well. Here are some ways to do that:

• Personalized solutions: Make your solutions fit the customer’s needs and worries. Avoid using the same response for everyone and take the time to understand their unique situation. This personal touch shows you really want to find the best solution for them.
• Clear explanations: Explain how you’ll fix the problem in simple, easy-to-understand words. Avoid using technical jargon that might confuse the customer more. Clear explanations help the customer grasp the process and feel confident that you can help.
• Quick follow-up: After you’ve solved the problem, check back with the customer to make sure they’re happy. This shows that you’re committed to giving great customer service. It also lets them share feedback and builds trust in your brand.
• Learn from each interaction: Every time you deal with an upset customer, it’s a chance to get better. Take some time to think about each experience and figure out how you can improve your processes or communication. Learning and getting better will help you handle future customers even more effectively.

Sample Live Chat Responses for Dealing with Angry Customers

1. Acknowledgment and Empathy:

Customer: I’m angry about the delay in my order!

Agent: I understand your frustration and apologize for the delay. Let me look into this issue for you right away.

2. Offering a Solution:

Customer: Your product is terrible, and I want a refund!

Agent: I’m sorry to hear that you’re experiencing issues. We’ll process a refund for your order immediately. Can you please provide your order number?

3. Handling Billing Issues:

Customer: I was overcharged on my bill!

Agent: I apologize for any billing errors. Let’s investigate this issue together. Can you please provide your account details so we can resolve it?

4. Apology and Assurance:

Customer: Your support is useless. I’m never using your service again!

Agent: I’m genuinely sorry for your dissatisfaction. We appreciate your feedback and will work to improve our service. Is there anything specific we can address now?

5. Dealing with Technical Problems:

Customer: Your website is down, costing me time and money!

Agent: We apologize for the inconvenience. Our technical team is already working on resolving the issue. We appreciate your patience.

6. Handling Shipping Complaints:

Customer: My package hasn’t arrived, and I needed it yesterday!

Agent: I understand your urgency, and I’m sorry for the delay. Let me track your shipment and provide you with an update on its status.

7. Follow-Up for Resolution:

Customer: I’m still waiting for a response to my complaint!

Agent: I apologize for the delay. We take your concerns seriously. Let me check the status of your case and provide you with an update within the next hour.

These live chat templates serve as a starting point for addressing various issues and managing angry customers effectively. Remember to personalize your responses based on the specific situation and customer’s concerns for the best results.

Managing Abusive Behavior from Angry Customers

While most customers can be reasoned with and their anger defused, there may be instances where a customer becomes abusive or exhibits inappropriate behavior. In such cases, it is important to establish boundaries and take the necessary steps to protect yourself and your team. Here are some guidelines for dealing with abusive customers:

• Stay professional: Regardless of the customer’s behavior, it is essential to maintain your professionalism. Avoid responding similarly, as it may escalate the situation further. Instead, focus on addressing their concerns and finding a resolution within the boundaries of acceptable behavior.
• Set clear expectations: Communicate your expectations for respectful behavior to the customer. Inform them that abusive language or behavior will not be tolerated while you are committed to resolving their issue. This sets the tone for a respectful interaction and allows customers to adjust their behavior.
• Seek assistance if needed: If a customer’s behavior becomes extremely abusive or threatening, do not hesitate to seek assistance from your manager or supervisor. They can provide guidance and support in handling difficult situations. Remember, your well-being and safety should always be a priority.
• Document the interaction: Keep a detailed record of the abusive or inappropriate behavior, including the date, time, and specific incidents. This documentation may be helpful if further action needs to be taken or if the customer’s behavior continues to escalate.

Essential Tools for Enhancing Customer Interactions 

To ensure smooth and efficient customer interactions, it is essential to have the right tools in place. Here are some popular options to empower your support teams in managing customer interactions effectively.

• Live Chat Software

The choice of live chat software is at the core of successful customer interaction management. Examples of good live chat tools to explore are Chatway, Chaty, Zendesk Chat, etc. These tools enable real-time conversations and allow support agents to assist with customer’s queries.

• Customer relationship management (CRM) software

Integrate your live chat software with a CRM platform to track customer interactions and provide personalized support. CRM software can help you handle customer data, track their purchase history, and ensure a seamless experience across different channels.

• Co-browsing and Screen Sharing Tools

Co-browsing tools like TeamViewer Remote and Upscope allow support agents to view a customer’s screen in real-time. This simplifies issue resolution by enabling agents to guide customers through processes visually.

• Knowledge base software

Knowledge base tools, i.e. Klutch, helps with the easy creation of canned responses that can help support agents quickly find answers to commonly asked questions and a self-service resource to help customers find detailed answers to queries.

Training Your Live Chat Customer Service Team

To ensure consistent and effective customer service on live chat, you must provide training and coaching to your customer service representatives. Here are some key areas to focus on:

• Product knowledge: Equip your representatives with in-depth knowledge about your products or services. This enables them to address customer queries accurately and confidently. Regular training sessions and product updates are essential to keep your team informed.
• Communication skills: Train your representatives on practical communication skills, including active listening, empathy, and clear articulation. These skills are vital for building rapport with customers and resolving their issues efficiently.
• Conflict resolution: Provide training on conflict resolution techniques, equipping your representatives with strategies to handle angry or demanding customers. Role-playing exercises can be beneficial in simulating real-life scenarios and practicing effective responses.
• Continuous feedback and coaching: Regularly provide feedback and coaching to your representatives based on their performance. This helps them identify areas for improvement and refine their skills. Encourage a growth mindset and create a supportive environment that fosters learning and development.

Conclusion

In summary, effectively managing customer interactions on live chat is a multifaceted endeavor that can significantly impact your brand’s reputation and customer loyalty. Incorporating the strategies and tools mentioned in this article into your live chat support approach will lead to improved customer satisfaction, brand loyalty, and most importantly a strong reputation in the eyes of your customers.