How to Deal With An Angry Customer ⎮ Customer Success

Dealing with angry customers can be a real challenge for companies. In this article, I share 5 ways to deal with unhappy customers.

Learn how to deal angry customers for your SaaS startup
Learn how to handle angry customers for your SaaS startup

At Vuzers, we're very lucky! We have a very good product with very few bugs.

As a result, we rarely cross paths with an angry customer.

But as an entrepreneur, you should be prepared when people do get upset. Because unhappy and frustrated customers can hurt your business. Badly, very badly!

What happens if an unhappy customer leaves a bad review on Capterra.com?

Let's explore together the 5 best ways to deal with an angry customer:

Don't want to read? Relax! 😎 We have a video for you.  

#1 Keep your calm

Any customer support has the objective of solving their customers’ problems.

If you can find a solution to their issue and keep them on board, great! If you can’t because your product or service is not a good fit for them, cancel their subscription and let them go.

Your role here is to represent the company. If someone is being rude, keep your calm. Take a deep breath. And focus on actively listening to all that they have to say. Choose your words carefully.

They had a bad customer experience with your product and they just want to report it to someone.

#2 Show empathy

Empathy helps to see things from another person's perspective and let you understand what your customer is feeling.

So If they’re reaching out to your customer support team, it’s because they care about your product and they hope to find a solution to their problem so they can continue to use your product.

So show your customer empathy. Make them feel they have been heard and that you understand their frustration.

Empathy in customer service can make your brand look “more human” and help your prospects and customers see that you’re on their side.

#3 Understand the problem

When a customer contacts your support team with a problem to solve, the first step is to check that you actually understood the issue.

This means asking the correct questions, gathering information and context about what they're trying to achieve, and trying to reproduce the issue to see if the problem is real.

Remember that customers may have difficulties explaining their problems, so it’s your job to understand what issue they’re experiencing.

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#4 Show gratitude

Instead of feeling angry because you have to deal with an unhappy customer, you should show them gratitude.

Thank them for bringing their problem to your attention.

This positive attitude will help you calm them down. It will show that you care about your customers and that you’re opened to criticism.

#5 Find a solution

Angry customers are only contacting you because they have an issue and want a solution.

They want their problem to be taken care of.  So find a fix or workaround if you can.

It can be a workaround that accomplishes the same task in a different way, or by changing a setup or by fixing a bug in the code.

But before moving onto the next issue, take time to see if this could be fixed more permanently.

Do you need to write a guideline, or to write a FAQ section on your website or to update a feature so you will never have to deal with this problem again.

Final Take

If your goal is to be the most customer-centric company in the world, remember that offering the best possible customer support is one of the keys.

And how you handle unhappy customers is very important. It will show the world that you care about them.

These situations do not occur frequently, but when they do, make sure to relax and keep your calm.

Handle angry customers for your business