Eleven years ago I published my first YouTube video. I called it Top 6 Ways to Get An Angry Customer to Back Down. That little video has gotten more than 2.9 million views. (I have this old-school video at the bottom of the page if you’d like to take a look.)
The style, content, and quality of that video are as far as the east is from the west from my current videos and work. But people watch it, like it and learn from it. So, it serves its purpose.
For some time I’ve wanted to update my Top 6 Ways to Get An Angry Customer to Back Down tactics. In a few days I’m heading to Montreal to help a new client, a team of Customer Service Representatives, get their demanding and unreasonable customers to back down. I’ve spent the last few weeks coming up with solid tactics and strategies for this client.
The tactics and techniques I’ll use in my Montreal training, as it turns out, are an excellent update to my original Top 6 Ways to Get An Angry Customer to Back Down. So, I’m now issuing an update to these strategies and I’m calling this Six More Ways to Get An Angry Customer to Back Down.
Maybe I’ll do a video later when I’m not delivering back-to-back workshops on the road. For now, though, I’ll merely share my new tactics.
1. Create Calm
The first thing you need to do with demanding and unreasonable customers is create calm. Create calm by using anti-inflammatory words and using words that show the customer that getting to the bottom of the problem is as important to you, as it is to them. Statements like these work well:
“I’m sorry you’ve had such a frustrating experience.”
“This is no more acceptable to us than it is to you.”
“Thanks for taking the time to let us know.”
“We want to get to the bottom of this as much as you do.”
Responses like these show the customer that you’re on their side. Customers won’t refute these statements, and you’ll begin to create calm.
2. Limit Your Responses to Simple Reassurances