How to Handle Angry Customers While Remaining Professional

Angry customers can be difficult to deal with, even for those with exceptionally good people skills. However, you can make the job a bit easier, if you keep several important ideas in mind. Here are three tips to help you remain professional, while dealing with angry customers:

Before doing anything else, calm the customer down

The best way to calm a customer is to empathize with them. You do not have to agree with everything they are claiming, but you should seek to foster a common understanding of what the problem(s) are, and that you are there to help them. Other empathetic statements can also be used, expressing that you would also be frustrated, upset, etc. if a similar situation happened to you.

Get their insight into the problem, and possible solutions

Customers like to be asked for their opinions, and a complete understanding of the problem they are facing will help you solve it faster. You also want to make sure you realize what the problem is, so you solve the correct one, or so that you can gently correct any customer misunderstandings. When customers feel like their ideas are being considered as part of the solution, they are much more likely to respond positively to any solution

Find out if the solution was an acceptable resolution

Follow-up after a solution has been found is probably the second-most important step (after calming the client down). If you do not know whether the solution worked or not, then you have not fully done the job of satisfying the customer. Getting feedback may not always be easy, but even if the solution does not work, it can still potentially save you from providing other customers with answers which do not fix their problems.
In other words, when you calm your customers down, inquire about their problems and proposed solutions, and discover if a solution actually solves the problem, it is much more likely that your customers will regard you as a helpful professional. This makes positive outcomes more likely, and worse outcomes (such as legal challenges) less likely.