14 Ways To Deal With Angry Unhappy Customers Online


Decades ago, disgruntled customers had to write a letter letting a brand know how dissatisfied they were with a product they had just purchased. This was a private matter between the company and the client, and the absence of a response from a notable name would not be uncommon. After all, letters in the mail sometimes get lost.

However, filing a complaint today is now an incredibly public affair that can tear both the young company and the domestic brand apart. From the “Tumbs Down” button on YouTube to poorly moderated comments on blogs, people have no problem expressing their distaste for something and telling everyone about it.

We asked members of the Young Entrepreneur Council (YEC), an invitation-only nonprofit made up of the country’s most promising young entrepreneurs, the following question to find out how they deal with those who express their dissatisfaction behind their screens. computer :

“What’s your best tip for dealing with an angry customer or an online customer?” “

Here’s what members of the YEC community had to say:

1. Learn to empathize

“Understand why your client or client is upset before you come up with solutions. Empathize by putting yourself in their shoes and understand how confused, disappointed or frustrated they have been. ~ Kelly azevedo, She has systems

2. Avoid the blame game

“Instead of focusing on who is at fault, just focus on making the situation better for the customer.” ~ Josh weiss, Bluegala

3. Change the medium

“If you’ve come across a nasty blog post, email, or forum post about your business, try talking to that customer over the phone. Most people would never say what they write online (especially when they feel like they’ve been taken advantage of). By changing the communication medium and proactively calling the customer, you can resolve a situation much more easily than online. ~ Matt mickiewicz, Flippa

4. Don’t engage online

“It’s so tempting to want to recognize, better understand or resolve a complaint online. While you certainly want to resolve the issue for the customer – so that the complaint is a footnote rather than a recurring theme in your online profile – you are unprofessional when running your business in a forum. online discussion. Get the customer’s contact information, then take it offline. ~ Alexia Vernon, Alexia Vernon Empowerment LLC

5. A second first impression

“You don’t want a customer’s anger to be their last impression of your business. By going the extra mile – giving them a free product, calling them to register, or sending them a gift in the mail – you’ll help turn their frustration into satisfaction. ~ David Adelman, Reel Hommages

6. From anger to the lawyer

“Often your most angry client can become your best lawyer. Chances are, you can make them happier than they were before their problem. Angry customers need help, and you need to give it to them to make them happy. You may need to invest more money or time, but the payoff will be worth it for you in the long run. ~ Louis Lautman, Society of Young Entrepreneurs

7. Kill them with kindness

“Whenever possible, do absolutely everything you can to do everything you can – above all – to make the angry customer happy. The worst thing you can do is ignore a customer’s complaint. Find out why they are upset and do everything you can to fix it. ~ Matt Cheuvront, Launch

8. Honesty travels far

“People know when you say a few prepared sentences to relax them. Figure out what is upset the client / customer, reading between the lines if you have to, then have an honest conversation about how you are going to fix it. Doing this openly on your social media can show the character of your business, and if the person is irrational, your community will recognize it. ~ Pete Chatmon, Double7 Images

9. Go with your instincts

“When a customer complains online, sometimes they just want something free. Would they say the same comment online opposite? Most likely, they won’t. Find out what the problem is and if they just want something free, then “fire”. If you bend over backwards for a client like this then more people will expect it, costing you time and money. ~ Ashley Bodi, Beware of companies

10. Address it as soon as possible

“In today’s online world, it’s important to sort things out before they get out of hand. Respond to the negative comment with a resolution or offer to speak with the customer offline. If that’s not true, maybe turn to your business blog or social media platforms to explain the situation to current customers so they don’t think you’ve ignored it altogether. ~ Heather huhman, Come Recommended

11. Public meeting

“You’re going to upset customers. The worst thing you can do is sweep it under a rug by removing their online complaint or simply ignoring it. Embrace their disappointment, then do whatever you can to resolve their problem. Do it publicly so other customers know you have a culture of excellence. ~ Aaron Schwartz, Edit watches

12. Are you sorry?

“Too often these words are never said. If you just start your conversation with “I’m sorry,” you might find that’s all someone is looking for. We often feel like saying “I’m sorry but…” and anything after that phrase is all the customer hears. Instead, tell them you’re sorry and listen to their problem. ~ Erin blaskie, BSETC

13. Meet the requirements

“If your customer is pissed off and wants a refund, give it to them. If they want to trade in a product, let them do it. If they want to talk to your boss, pass the phone. Any minor inconvenience or loss of money will pay off ten times the customer’s life when your good service turns them into someone rave about your business. ~ Sean Ogle, Location 180, LLC

14. Send them back!

“It might sound like a cross, but often it’s the right thing to do, especially if you’ve followed all of the other great tips in this article. Of course, pay their money back if that’s a problem and wish them the best. Remember, you can’t serve everyone, and it’s best to focus your energy on the customers and clients who are the best match for your business. ~ Michel Margolis, Get a story

Angry online customer Photo via Shutterstock

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