Nataliey Bitature explains how to calm frustrated customers: listen without arguing, validate their feelings, and stay calm yourself. Most just want to feel heard. Offer refunds, store credit, or small gifts like samosas to rebuild trust.
Most of the time, people just want to feel heard and seen, like you've taken care of them. By the time a customer has come to you to argue, they've taken time out of their day because they want you to listen to their frustration. So you have to agree with them. Do not argue with them. Don't tell them they're wrong or they're stupid or they're illogical. You're never going to do that because it's crazy. Even if they are, stay calm and stay positive. Soothe like a child. You know, a child is having a tantrum. You're not going to shout at the child and say, you're being illogical. Be like, sorry baby, okay, it's going to be okay, let's get a lollipop, it's going to be fine. Think of customers like that. Don't take it personally, they're not attacking you or even the company. Sometimes they're just having a bad day and they need someone to shout to. So it's about making them feel like they've been heard. You are agreeing, it's completely unreasonable, I can't believe the company did this to you, and let them feel better and calm down. And usually you can afford to give them something, either a refund or a free this Some companies are even strict. We'll give you store credit. You can come back, we'll give you some samosas next time. So sorry, there's nothing I can go back in time and change. You just have to communicate it in a fun way.
