Customer Experience News & Trends

Why customers are so angry these days

Do customers seem angrier these days? This might be the reason.

Many feel big companies lack the ethics local companies do and have too much influence on government decisions, according to a recent study by The Futures Company.

More than 50% of customers claim they feel a lot of anger over these corporate issues. The worst part: They often take their feelings out on their single point of contact at companies — contact center agents.

To work with customers with a chip on their shoulder, agents want to:

  • Lower their voice and use a calm tone. Upset customers often will follow suit.
  • Talk about solutions. Focus on what can and will go right.
  • Listen. Upset customers often just want an audience. Let them share their emotions, and reassure them that they’ve come to the right place for help.

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