Category: Difficult Customers

The Psychology of Customer Anger (Flashback Friday)

Flashback Friday! My kids used to post Throwback Thursday and Flashback Friday photos on Instagram. They don’t  do that anymore. In fact, they spend more time on Snapchat than on Instagram.

Well, I’m doing a Flashback post of my own – even if flashback posts are out of style.

I joined YouTube in 2007 and one of the first videos I published was “The Psychology of Customer Anger.”

That cheesy video has gotten over 60,000 views. I cringe when I look at the quality of the video and my style in front of the camera. My son laughed out loud when he came into my office last night and I had the video up.

I look so different from back then, nearly 10 years ago. I’ve lost weight, like 30 pounds. I wear my hair kinky curly. I like to think I’m more controlled and poised in front of the camera.

But my strategies haven’t changed. Not much anyway. I’m taking a risk and posting this Flashback Friday video because one, some or all of these tips just may help you get an angry customer to back down.

Try not to laugh too hard.

You Have to Acknowledge a Customer’s Anger. Here’s Why.

A common mistake I hear customer service professionals make when I perform quality checks is ignoring the customer’s expression of anger.

Great Day-2

There is something known as the communication chain. When people communicate, they expect the person they are communicating with to respond or react…this response is a link in the communication chain. A failure to respond to communication leaves the communication chain broken.

For example, If I open a customer service training with “Good morning!”…and the audience is dead silent, they’ve broken the communication chain. And that leaves me feeling awkward, perhaps embarrassed. I’d have the uncomfortable feeling that the workshop would not go well, based on the lack of acknowledgement.

If a customer expresses anger and we fail to respond to it, the communication chain is broken and the customer feels like they are not getting through. The customer might become even angrier and more difficult, as they are resorting to whatever it takes to feel heard and understood.