How to Turn Angry Customers into Loyal Ones with Customer Service

If you’re a business owner, you’ll know just how important it is to provide great service with even better customer care. However, the reality is that no matter how great your customer complaint service is, things are bound to go wrong. Don't get us wrong – you can try to please all your customers, but it's probably impossible.

Therefore, the goal isn’t to have no angry customers – rather, how to turn unsatisfied customers into loyal ones.

Now while getting a customer to calm down once they’ve reached the boiling point of anger and resentment, it’s not impossible. With a few tips and tricks, you can successfully convert annoyed customers into loyal ones through phenomenal complaint customer service.

1. Listen with the Intent of Understanding
This may seem the bare minimum, but you'll be surprised to see many businesses lacking this core phenomenon. Now, for example, say your customer is frustrated that they haven't gotten their order delivered. If your first move is to respond to a customer complaint by offering them a solution straight away, that'll likely aggravate the matter further.

Why, may you ask? Because an angry customer is looking to vent. They're looking for their problem to be validated and acknowledged so they can see that your business is learning from their mistakes. When you don't give your customers an avenue to steam off, they may not wish to do business with you again.

2. Ask for Feedback Whenever Possible
You'll be surprised that businesses don't get frequent angry calls. That seems like a good thing, right? Wrong.

Annoyed customers who aren't calling you up are likely to be warning friends and family of their bad experiences, leading to several people steering clear of your business in the future. Don't fret, though.

You can use unhappy customers to evaluate where your business is falling behind. While you can't force customers to give you feedback, you can give them the avenue and opportunity. After all, feedback is central to any business's carrier customer service.

Make sure your feedback survey:

● Includes relevant, open-ended questions regarding their experience
● Includes a free text box where they can convey other concerns
● Isn’t too long
● Answers reflect the way your business operates in the future

3. Stay Calm and Composed
When responding to customer complaints, it can be easy to get defensive, especially if the customer begins to raise their voice. However, it's imperative you don't change your tone and remain courteous throughout – since the customer is likely to be angrier at the situation than you. A little kindness and empathy can go a long way!

4. Go the Extra Mile
Sure, it’s easy to respond to customer complaints and ensure their concerns are catered to, but to stand apart from the rest, you’ll need to do something most aren’t willing to do. That is offering them AT&T loyalty programs, discounts and tokens of appreciation.