Chris Collins explains how to handle angry customers through empathy. Validate their frustration, accept their feelings, and understand their perspective. Often, this approach defuses anger and turns them into loyal customers.
Most of the time, the people who are the most aggressive and most angry are the ones that need a hug the most. It's just how it is. That's human nature. They're acting out and they feel, you know, not even consciously, just unconsciously, they feel like they're not understood, they're not accepted for some reason. And so you got to make them feel accepted. You got to make them feel validated, make them feel understood. That eliminates it, right? 100% of the time. I can't think of a time where I got involved in it. It happened to me a lot because I was good at it. I would get the problem customers where I didn't. They always end up being your best customers, too. Yeah.
