Customer Experience News & Trends

Three ways to get angry customers to shut up

When you can’t get an angry customer to shut up, try this.

Include him. Use inclusive words – you, us, we – to make him part of the solution to his problem and his anger.

Try one of these approaches:

  1. Teamwork. “We’re going to get to the bottom of this now.”
  2. Inclusion. “Let’s see if we can find a way to solve this situation quickly.”
  3. Authority. “Do you want me to offer a few possible solutions now, or do you want to tell me more?” (He’ll likely go for a solution!)

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