How do you deal with angry customers?

Question

I've been in customer service for over 10 years and I noticed I take the same approach, I don't try to calm them down, I just match their anger with indignation, seems to work...

Like that asshole employee sold you a faulty product?! How dare they! 🙍and this is what I can do for you according to store policy...

Answer

I don't. My employees need someone to stand up for them and I'm all there is so if they come in bad mouthing my staff (which is rare, my staff are awesome) I'll kick the customer out. They don't get to call our footwear guy a c*nt, they don't get to call my casuals f*ckhead.... I just tell them if they can't calm down they'll have to leave and come back when they want to be reasonable.

Answer

I was the same way I would be like "what" seriously that's not right I'm so sorry let me find you someone that can help fix that it always work they want to know that your on there side and they won't yell at someone who is being nice to them at the end of the conversation I would always get told I'm sorry I don't mean to take this out on you

Answer

I have angry patients sometimes, I ask them if they would like to either talk to my charge nurse, talk to a doctor, talk to a police officer, or leave against medical advice. I prefer the latter but somehow the docs always manage to talk people into staying. My argument is that if they feel good enough to go home they probably shouldn't have come to a hospital much less an ICU in the first place. Ain't nobody got time for noncompliance.

Answer

Depends what they are angry about.
Sometime I agree with them just to make them happy and calm them down...mostly I just give them free shit. That always works.

Answer

I try to talk calmly to them. But once they start to talk down to me, my attitude comes out. So my assistant manager always tells me to call her over if I ever have a problem, so I go to the fitting room and radio her or one of the other managers for my department. I can't deal with it, because I'd lose my job and go to jail. Lol

Answer

I have angry subcontractors a lot. I let them know I'm listening to them. And then i listen and explain my position

How do you deal with angry customers?

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