How do you create consensus with an angry customer? They’re tagging you on social media and leaving negative comments. How do you respond? Ignore them? Delete the comments? Or acknowledge their frustration and ask to connect via DM’s?
Customers get upset for many reasons. The most common reason is unmet expectations. What they desired was different than what was delivered.
5 Steps to Create Customer Consensus
The quickest way to deescalate is give them your undivided attention and just listen. The more you can get to the root of the problem the better you’ll be able to provide a solution. Ask what would make them happy or make the situation better.
Then based on their answer you can give them what they asked. If you’re not able to give them what they asked, provide options for what you can do and let them choose. This helps them feel in control of the outcome.
- Let them vent (respectfully) without interrupting or defending
- Ask questions for clarification
- Take notes
- Ask for their recommended solution
- Use their answer to present options for resolution.
Your response impacts the ability to come to a consensus. Your tone, verbal or written, should be warm and caring. If a customer feels you’re condescending or going through the motions, it will only escalate the situation.
Service Driven Mindset
When faced with an angry customer it helps to keep these beliefs in mind.
“This isn’t a personal attack. Their frustration is about an unmet need. How can I help them?”
“The people who care the most can be the loudest. How can I use this feedback to improve the business?”
Coming to a consensus with your customers is an investment in the long-term relationship. Your customer is worth it. Your business is worth it. You’re worth it!