Free Guide: The Ultimate Inbound Marketing Strategy Playbook 2022

Download the Playbook
Fill out the form to get your playbook
Thank you! You have been subscribed.
Close
The Ultimate Inbound Marketing Strategy Playbook 2022

Free Guide:

The Ultimate Inbound Marketing Strategy Playbook 2022
Read the Playbook
The Ultimate Inbound Marketing Strategy Playbook 2022
Free Inbound Marketing Playbook
View The Ultimate Inbound Marketing Strategy Playbook 2022
The Ultimate Inbound Marketing Strategy Playbook 2022

Free Guide:

Take your inbound strategy to the next level

  • Master the 7 principles of highly effective inbound marketing
  • Dramatically improve your inbound sales
  • Get more buy-in at your company

How to Deal with Angry Customers (According to Science) [Infographic]

By Reuben Yonatan

Reuben Yonatan also recommends this free guide: The Ultimate Inbound Marketing Strategy Playbook 2022.

How to Deal with Angry Customers (According to Science) [Infographic]

As the outward face of the company, a customer service representative (CSR) is one of the most important players on your sales team.

If those on the frontlines have poor judgement when it comes to working with the people that perform end-purchasing, even the most stellar business plan or innovative product can be undone.

Anyone who works with customers knows a single negative interaction with a client can overshadow the effects of even dozens of positive ones.

Free Guide: The Ultimate Inbound Marketing Strategy Playbook 2022

It’s the same on the receiving end. If you consider customer service experiences, chances are you recall the time a meal took forever, when it came out it was wrong, and the manager refused to apologize and spilled sauce on you, rather than the scores of times your dinner went without a hitch.

Why? Because great customer service is seamless and meant to look easy.

However, like a bad magic act, when the tricks fall flat, audiences start to walk out in droves, and the consequences of poor service do not end with just one disappointed client.

In the era of social media and online reviews, a single frustrated person can plaster the internet with rants that cripples your business.

While it’s impossible to provide utterly flawless service (accidents happen), there are protocols you can put in place to make sure customer service representatives know how to face a disgruntled patron and diffuse a tense situation.

Usually an angry client just wants to be heard and therefore taking an objective and competent stance is always crucial. Service representatives should listen first and avoid being defensive or feeling personally attacked.

How many customer service calls begin with an angry client? Research demonstrates that 56% of people admit to losing their temper with customer service representatives.

Classic methods to calm someone in this type of distress include using their name often in your replies or actually apologizing for a situation. It’s important to offer an apology and not an excuse. In fact, 75% of customers want to hear an apology, but only 28% actually get them.

Also, in many situations a customer service representative should be careful not to admit culpability if it might be a potential liability.  

For example if a customer falls on a stair, something like, “I’m so sorry, we’ve been meaning to get that fixed” opens up grounds for litigation.

Ultimately, while angry customers can be testing, there are many ways to successfully quell those who initially lose their temper and turn negative experiences into positive ones.

Consider the techniques outlined in the infographic from Siege Media below. Armed with this information customer service representatives can face the next bad-tempered client with confidence and a plan in place.

Angry-Customers.png 

The Ultimate Inbound Marketing Strategy Playbook 2022

Free Guide:

The Ultimate Inbound Marketing Strategy Playbook 2022

Take your inbound strategy to the next level

  • Master the 7 principles of highly effective inbound marketing
  • Dramatically improve your inbound sales
  • Get more buy-in at your company

Topics:

Inbound Marketing
Infographics
Published on April 8, 2018

Recent Articles

Inbound Marketing for Construction Companies
June 11, 2022 • 11 min read
Inbound Marketing for Staffing Agencies
May 28, 2022 • 8 min read
Green Energy Inbound Marketing Strategy: The DIY Approach to Getting More Customers
May 7, 2022 • 9 min read
IMPACT+ for Teams vs. the They Ask, You Answer Mastery Program
April 15, 2022 • 7 min read
How To Grow Your Email List: 13 Savvy Tips To Try in 2022
April 7, 2022 • 9 min read
Inbound Marketing for Franchises: Attracting Your Audience
March 25, 2022 • 6 min read
3 Surefire Signs Your Content Is Hitting the Wrong Audience
March 18, 2022 • 5 min read
Inbound Marketing for Higher Education
March 11, 2022 • 9 min read
Starting a Business Blog? Features and Best Practices for Success in 2022
March 10, 2022 • 10 min read
11 Books Every Black Sales and Marketing Professional Should Read in 2022
March 5, 2022 • 10 min read
Commercial Real Estate Inbound Marketing Strategy: The Simple Way to Get More Customers
March 4, 2022 • 6 min read
Inbound Marketing for Financial Services Providers and Financial Advisors (+ examples)
February 19, 2022 • 10 min read
Inbound Marketing for IT Companies
February 11, 2022 • 11 min read
10 Reasons Why Your Website Is Not Ranking In Google
February 10, 2022 • 15 min read
Inbound Marketing for Manufacturers
February 4, 2022 • 12 min read
Inbound Marketing for Healthcare (+ Examples)
January 28, 2022 • 11 min read
How Much Does Inbound Marketing Cost in 2022?
January 24, 2022 • 12 min read
Inbound Marketing for Insurance Companies, Agencies, and Agents
January 21, 2022 • 7 min read
4 Signs Your Revenue Team Is Slowly Failing
October 23, 2021 • 9 min read
17 Examples of Inbound Marketing That Drive Sales
October 11, 2021 • 13 min read
HubSpot and Data Privacy: How to Collect Contacts the Right Way
October 4, 2021 • 4 min read
5 Key Elements of a Winning Inbound Marketing Plan
September 14, 2021 • 14 min read
The Fundamentals of Inbound Marketing
September 9, 2021 • 13 min read
Inbound Marketing Strategy: 7 Steps to Success
August 11, 2021 • 8 min read
How to Learn Inbound Marketing in 5 Easy Steps
August 4, 2021 • 7 min read