{"id":41930,"date":"2020-02-16T00:00:00","date_gmt":"2020-02-16T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/how-to-deal-with-angry-customers\/"},"modified":"2025-03-13T06:30:26","modified_gmt":"2025-03-13T13:30:26","slug":"how-to-deal-with-angry-customers","status":"publish","type":"post","link":"\/us\/en\/blog\/how-to-deal-with-angry-customers\/","title":{"rendered":"On how to deal with angry customers (+ Sonic the Hedgehog)"},"content":{"rendered":"<p>When you think of an angry customer, your mind may go to extremes: someone who\u2019s red-faced and loud, shouting, and flipping tables.<\/p>\n<p>First off, let\u2019s hope you never have to deal with a customer who\u2019s flipping tables. But you <i>will<\/i> have to deal with angry customers at some point.<\/p>\n<p>And though this may sound paradoxical at first, you should be glad for their complaints. According to research from Esteban Kolsky, founder of customer strategy consulting and think tank organization ThinkJar, only one out of every 26 unhappy customers will complain directly to you<sup>1<\/sup>. The rest won\u2019t, but they may tell their friends, families, coworkers, or anyone else they interact with.<\/p>\n<p>Therefore, it\u2019s extremely unlikely that the angry customer you\u2019re talking to is the only one who\u2019s angry with your product or service. By empathizing with them and working to fix the problem, you can turn an angry customer into a satisfied one while strengthening your business.<\/p>\n<p>In this article, we\u2019ll look at:<\/p>\n<ul class=\"table-of-content\">\n<li style=\"padding-bottom: 0px;\"><a href=\"#What should you say to an angry customer?\">What should you say to an angry customer?<\/a>\n<ul style=\"margin-bottom: 0 !important; padding-bottom: 0; padding-top: 10px;\">\n<li><a href=\"#Talking to angry customers face-to-face\">Talking to angry customers face-to-face<\/a><\/li>\n<li><a href=\"#Talking to angry customers on the phone\">Talking to angry customers on the phone<\/a><\/li>\n<li><a href=\"#Talking to angry customers through email or text message\">Talking to angry customers through email or text message<\/a><\/li>\n<li><a href=\"#Talking to angry customers over social media\">Talking to angry customers over social media<\/a><\/li>\n<\/ul>\n<\/li>\n<li><a href=\"#A real-life example of dealing with angry customers\">A real-life example of dealing with angry customers<\/a><\/li>\n<\/ul>\n<hr \/>\n<p class=\"p1\">How customer-obsessed is your business? Take the quiz to see how you can reduce the chances of having to deal with angry customers.<\/p>\n<p class=\"p1\">\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/documents\/quiz_how_customer_obsessed_your_business.pdf\" data-id=\"69d28defa858f\" id=\"69d28defa858f\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d28defa858f.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83c\udf1f Want to provide better customer service?<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40 Ready to see how your business stacks up? <\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Take the quiz\">Take the quiz<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d28defa858f.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Enjoy the quiz! <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p>\n<hr \/>\n<p><a name=\"What should you say to an angry customer?\"><\/a><\/p>\n<h2>What should you say to an angry customer?<\/h2>\n<p>When you\u2019re dealing with an angry customer, you need to keep a few things in mind.<\/p>\n<p>At the top of the list is this: <b>it\u2019s nothing personal.<\/b> Your customer is angry, but that anger is not because of you as a person. You just happen to be the face of your business that they\u2019re communicating with. On top of that, they may be having a bad day: maybe their car\u2019s engine light turned on, maybe someone bumped into them and they dropped their ice cream.<\/p>\n<p>It doesn\u2019t matter. What matters is they\u2019re your customer, so this is your chance to help them feel better. Approach each angry customer as someone that you can help, and approach their issue as a problem that you can solve.<\/p>\n<p>It\u2019s easy to fall back on defensive behavior when confronted, and it\u2019s also natural to want to win an argument. But remember, getting defensive or condescending won\u2019t improve the situation. Think about it this way: this is a customer who has spent money on your product or service.<\/p>\n<p>Trying to shift the blame to another coworker or department won\u2019t enhance their opinion of your business, and talking down to them will just make them more angry. And this should go without saying, but this is an advice article, so I\u2019ll say it anyway: do not raise your voice back at them. When you get in a shouting match with a customer, nobody wins.<\/p>\n<p>Your customer is angry, so at first, you don\u2019t need to say much\u2014just let them talk. In order to have a proper dialogue with them, you need to let them know that you hear them and you understand. Here\u2019s some wisdom from Reddit on dealing with angry customers:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-5182\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image4-97.png\" alt=\"\" width=\"624\" height=\"85\" \/><\/p>\n<p>If you don\u2019t understand the problem at first, ask simple and non-judgemental questions until you\u2019re sure that you do understand.<\/p>\n<p>Once you do understand, apologize. Tell them you\u2019re sorry that this has happened or that they\u2019ve had this experience. One of the best ways to defuse anger is to empathize with the angry party. If you can find common ground\u2014for example, you\u2019ve had a similar situation happen to you\u2014that\u2019s even better.<\/p>\n<p>You probably won\u2019t be able to solve every issue right away, but it\u2019s important to let the customer know that their anger isn\u2019t futile. If their anger is due to a complex situation that\u2019s going to take a while to resolve, let them know that you\u2019re going to do your best. Perhaps you need to work with another individual or department to solve the problem\u2014you can tell them that.<\/p>\n<p>Depending on how your business is set up, you could encounter angry customers across a wide variety of <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/communication-channels\/\" target=\"_blank\" rel=\"noopener noreferrer\">communication channels<\/a>. Here are some tips for the different places you might have to speak to them.<\/p>\n<p><i>\u200b<\/i><br \/>\n<a name=\"Talking to angry customers face-to-face\"><\/a><\/p>\n<h3>How to deal with angry customers face-to-face<\/h3>\n<p>Dealing with an angry customer face-to-face somehow manages to be the best and the worst of these scenarios. It\u2019s the worst because it\u2019s the most personal\u2014a truly angry customer may be frightening or intimidating, and they may even say insulting things about you.<\/p>\n<p>In that case, remember: it\u2019s never personal. Any insult aimed at you is really aimed at the company. You just happen to be a representative of the company, a walking and talking target for their ire. And therefore, dealing with an angry customer face-to-face is also the best-case scenario because this gives you the most insight into them and their problem.<\/p>\n<p>Never underestimate the importance of body language. Show them that they have your full attention: make eye contact, turn your body towards them, nod with their words. Showing them that you\u2019re a human being who cares about their problem will naturally help their anger dissipate.<\/p>\n<p><a name=\"Talking to angry customers on the phone\"><\/a><\/p>\n<h3>How to handle an angry customer in a call center\/on the phone<\/h3>\n<p>Over the phone, you won\u2019t be able to pick up on body language cues. But the need to listen, let the customer vent, and try to understand while apologizing is still there, and creating a dialogue over the phone is just as possible as in person.<\/p>\n<p>However, phone calls do present other challenges. When calling in to a company, customers often expect to be faced with a robotic automated voice, a series of dial options that feel like they take forever to listen to, and long wait times. If the customer is already angry, this doesn\u2019t help. (This is why you need an <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/inbound-calling\/\" target=\"_blank\" rel=\"noopener noreferrer\">inbound calling strategy<\/a>.)<\/p>\n<p>By the time the customer gets to you, you might already have to apologize for the delay\u2014before you even know what their problem is.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\">\n<p class=\"p1\">\ud83d\udca1 <strong><strong>Pr<\/strong><\/strong><strong>o-tip:<\/strong><\/p>\n<\/div>\n<p>Using the right call-routing technology can help stave off additional frustration from angry customers. For example,<a href=\"https:\/\/www.ringcentral.com\/contact-center\/overview.html\" target=\"_blank\" rel=\"noopener noreferrer\"> RingCentral Contact Center<\/a>\u2122 uses intelligent call routing to help connect customers with the right service agent for them, as fast as possible. It also helps you collaborate to solve customer problems: instead of passing a customer from one agent to another, you can call on internal experts in real time and make the customer feel like the agent is doing more to find a solution.<\/p>\n<\/div>\n<p><a name=\"Talking to angry customers through email or text message\"><\/a><\/p>\n<h3>How to handle an angry customer in an email or text message<\/h3>\n<p>Emails and texts remove another layer, making the customer more faceless to you\u2014and you more faceless to the customer. Typed-out messages are less likely to be intimidating, which is a plus. But they\u2019re often lacking context, such as tone of voice, and reading complaints might give you more questions than answers.<\/p>\n<p>So, as always, make sure you understand the root of the problem. In your response, keep your tone positive, and ask whatever questions are needed to solve the issue.<\/p>\n<p>Having a complete picture of your customer can help these situations immensely. Have they sent your company emails before? Do you have access to those emails? Make sure you\u2019re using the right technology to keep track of your customers and their complaints, so they don\u2019t have to write out the same email multiple times.<\/p>\n<p>Finally, speed is of the essence. Don\u2019t let emails or texts fall by the wayside. Prompt responses make an impression on customers and show them that you\u2019re putting resources into fixing their problems.<br \/>\n<a name=\"Talking to angry customers over social media\"><\/a><\/p>\n<h3>How to handle an angry customer on social media<\/h3>\n<p>Social media is a dangerous beast. An angry tweet or Facebook post can quickly go viral, causing damage to your reputation. On the flip side, <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-engagement\/\" target=\"_blank\" rel=\"noopener noreferrer\">engaging with customers<\/a> on social media offers a chance for businesses to redeem themselves in the public eye (among other <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/social-media-benefits\/\" target=\"_blank\" rel=\"noopener noreferrer\">benefits<\/a>).<\/p>\n<p>However, it\u2019s usually not recommended to keep a whole exchange on social media public. (More <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/social-media-best-practices\/\" target=\"_blank\" rel=\"noopener noreferrer\">social media best practices here<\/a>.) This tweet from Domino\u2019s is a great example of how to proceed:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-5183\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image2-124.png\" alt=\"By responding customers and requesting a direct message, businesses are showing the social media sphere that they\u2019re present and that they want to listen.\" width=\"455\" height=\"199\" \/><\/p>\n<p>By responding to the customer and requesting a direct message, businesses are showing the social media sphere that they\u2019re present and that they want to listen.<\/p>\n<p>Engaging with unhappy customers actually has a quantifiable positive impact. The <i>Harvard Business Review <\/i>found that even responding to an upset customer is likely to set them back on the road to loyalty<sup>2<\/sup>: when a customer receives a response to their unsatisfied tweet, they were more likely to pay for that company\u2019s services in the future, even if the responding agent wasn\u2019t able to satisfactorily solve their problem.<\/p>\n<p>Keeping an eye on social media channels is an important part of dealing with angry customers in today\u2019s world. Use a tool that helps you monitor social media, contact customers, and manage interactions\u2014ideally all in<a href=\"https:\/\/www.ringcentral.com\/contact-center\/features.html\" target=\"_blank\" rel=\"noopener noreferrer\"> one omnichannel platform<\/a>. This makes it easier for you to manage multiple conversations across different channels. For example, here&#8217;s how it looks in RingCentral&#8217;s Engage Digital platform:<\/p>\n<div class=\"rc_custom_video\"><a class=\"rc_custom_video__link\" href=\"https:\/\/www.youtu.be\/PZC3o5YN90E\">\n\t\t            <picture><source srcset=\"https:\/\/i.ytimg.com\/vi_webp\/PZC3o5YN90E\/maxresdefault.webp\" type=\"image\/webp\"><img decoding=\"async\" class=\"rc_custom_video__media\" src=\"https:\/\/i.ytimg.com\/vi\/PZC3o5YN90E\/maxresdefault.jpg\" alt=\"\">\n\t\t            <\/picture>\n\t\t        <\/a><br \/>\n\t\t        <button class=\"rc_custom_video__button\" aria-label=\"Play video\"><svg width=\"68\" height=\"48\" viewBox=\"0 0 68 48\"><path class=\"rc_custom_video__button-shape\" d=\"M66.52,7.74c-0.78-2.93-2.49-5.41-5.42-6.19C55.79,.13,34,0,34,0S12.21,.13,6.9,1.55 C3.97,2.33,2.27,4.81,1.48,7.74C0.06,13.05,0,24,0,24s0.06,10.95,1.48,16.26c0.78,2.93,2.49,5.41,5.42,6.19 C12.21,47.87,34,48,34,48s21.79-0.13,27.1-1.55c2.93-0.78,4.64-3.26,5.42-6.19C67.94,34.95,68,24,68,24S67.94,13.05,66.52,7.74z\"><\/path><path class=\"rc_custom_video__button-icon\" d=\"M 45,24 27,14 27,34\"><\/path><\/svg><br \/>\n\t\t        <\/button>\n\t\t    <\/div>\n<p><a name=\"A real-life example of dealing with angry customers\"><\/a><\/p>\n<h2>A real-life example: how Sony Pictures took fans\u2019 anger and turned it into approval<\/h2>\n<p>Let\u2019s take a look at a (pretty big) company that successfully dealt with angry customers&#8230;<\/p>\n<p>Sonic the Hedgehog is a legendary video game franchise. First launched in 1991, the series has sold approximately 170 million games, and its titular character, a speed-loving blue hedgehog, is one of the most recognizable and famous game mascots in the world.<\/p>\n<p>Sony Pictures acquired film rights in 2013 and released the first trailer for their live-action movie in April 2019. Unfortunately, Sonic\u2019s design struck all the wrong chords. Social media ignited as Sonic\u2019s furious fanbase criticized his eyes (too small), his body shape (too long-limbed), and especially his teeth (alarmingly human).<\/p>\n<p>By trying to make Sonic look realistic, Sony had created something that many fans found horrific, or as one popular gaming site called it, \u201cA blight upon this weary earth.\u201d<sup>3<\/sup><\/p>\n<p>Sony Pictures listened. A few days later, they announced that they would push the film\u2019s release back by three months in order to rework Sonic\u2019s appearance.<\/p>\n<figure id=\"attachment_5185\" aria-describedby=\"caption-attachment-5185\" style=\"width: 589px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"size-full wp-image-5185\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image3-103.png\" alt=\"\" width=\"589\" height=\"294\" \/><figcaption id=\"caption-attachment-5185\" class=\"wp-caption-text\">The original Sonic character design (left) vs the updated look (right).<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<p>The next trailer, released in November 2019, showed off Sonic\u2019s new design\u2014and received universal approval. Designers had scrapped the hyper-realistic version for a much more cartoony and faithful one, and the movie became the highest-grossing video game adaptation in North America. By listening to their angry customers, Sony Pictures averted a disaster and won widespread praise.<\/p>\n<h2>How to deal with angry customers\u2026 and turn them into happy ones<\/h2>\n<p>Before we conclude, here are some final tips and thoughts.<\/p>\n<p>Always, always make sure that your contact information is easy to find on your website. Companies that hide this info typically only do so because they have insufficient customer service practices. Don\u2019t be like those companies! Your customers are your number one asset. Make it easy on them.<\/p>\n<p>One more unfortunate reality of customer service: sometimes, despite the best efforts of you and your staff, you won\u2019t be able to solve the problem or undo the damage. You\u2019ll have lost a customer permanently. But if it happens once, you\u2019ll at least be able to try and identify the cause and make sure that it doesn\u2019t happen again.<\/p>\n<p>Most people don\u2019t want to be the target of other people\u2019s anger. But it happens, especially when you have dissatisfied customers. Every angry customer you get is a chance to create a <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/happy-customers\/\" target=\"_blank\" rel=\"noopener noreferrer\">happy customer<\/a> and improve yourself along the way. So remember: the angry customer isn\u2019t always right, but you can almost always learn something from them.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<p><sup>1 <\/sup>huffpost.com\/entry\/50-important-customer-exp_b_8295772<\/p>\n<p><sup>2 <\/sup>hbr.org\/2018\/01\/how-customer-service-can-turn-angry-customers-into-loyal-ones<\/p>\n<p><sup>3<\/sup> kotaku.com\/the-internet-is-having-a-hard-time-with-the-sonic-the-h-1834418559<\/p>\n","protected":false},"excerpt":{"rendered":"<p>When you think of an angry customer, your mind may go to extremes: someone who\u2019s red-faced and loud, shouting, and flipping tables. First off, let\u2019s hope you never have to deal with a customer who\u2019s flipping tables. But you will have to deal with angry customers at some point. And though this may sound paradoxical &#8230;<\/p>\n","protected":false},"author":29,"featured_media":41935,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901,4],"tags":[18158,18168,18169,18170],"class_list":["post-41930","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","category-customer-experience","tag-angry-customers","tag-how-to-deal-with-angry-customers","tag-how-to-manage-angry-customers","tag-upset-customers"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>On how to deal with angry customers (+ Sonic the Hedgehog) | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Learn how to deal with angry customers in different scenarios\u2014and what lessons we can learn from the backlash Sony Studios got about Sonic the Hedgehog.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/how-to-deal-with-angry-customers\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"On how to deal with angry customers (+ Sonic the Hedgehog)\" \/>\n<meta property=\"og:description\" content=\"Learn how to deal with angry customers in different scenarios\u2014and what lessons we can learn from the backlash Sony Studios got about Sonic the Hedgehog.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/how-to-deal-with-angry-customers\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta 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