How do you react to an extremely angry client or individual?

Question

Whether it be in retail, telecommunications, law enforcement, etc. Appreciate your help! Thanks in advance! =)

Answer 1

I always try to be super-sweet with those customers who are angry. I've found that customers have one of two reactions to this:

Either they begin to see how helpful I am trying to be with them and they become more cooperative with me and I end up turning around an otherwise negative situation.

or

It makes them even more upset that I'm being so nice when they're yelling and cursing at me, which, in a sadistic sort of way, is somewhat like my revenge on them. I can smile about how nice I was and still made their day heck. =)

Answer 2

Just stay calm, and no matter what just try not to let them get to you. Some people have major problems and are more likely to attack you if you don't go along with what they want.
personally, depending on what type of job you have,l would say carry pepper spray if it is legal in your state.
On the phone just stay calm...and if you have a supervisor let them handle it. If YOU are the supervisor I am sure there are guidelines...but nobody should have to take abuse so just hang up on them if they get too out of control. Retail...just try to pacify them, but stick to the stores policies, you can always call the police if they don't like the store's policy and start threatening you.
If it is law enforcement the best thing to do is just let them do what they feel is right even if they are in the wrong(which is not likely although possible), and then call your lawyer. The worst thing to do is argue with a cop..you won't win anyway and then you will have more charges against you in the long run...

Answer 3

Check out Bob Burg's website Winning Without Intimidation. He has a free newsletter. There's a link on the site where you can sign up. The focus of WWI is to help people in all professions, and in their personal lives, get what they want through positive persuasion while helping others feel good about themselves. It's all about Win-Win approaches. He has addressed dealing with angry clients. http://www.burg.com/f-winning.html

Answer 4

Quietly. It shows who is in control of themself. It sets a positive example. It offers no flammable material to ignite the other's fiery anger.
Law tends to be different in so far as it is not a matter of losing a client.
"I accept what you say as having caused you a great deal of indignation/anger. I am sincerely (use only if you are - it is an easy read) sorry you feel that way. (You haven't acknowledged guilt in any way.) What suggestions would you have for US to resolve this amicably together?"

Answer 5

Don't take anything they say personally.

Don't yell, swear or negatively contribute to the problem. Try to identify the problem and repeat it to clarify to the client that you both agree on the problem.

Try to diffuse the situation by demostating that you can 'take the matter/problem' forward by re-iterating it accurately; express your empathy with the client; GET THE PROBLEM RESOLVED to show the client that you have integrity.

Answer 6

keep your cool, attempt to hear what the client is saying, let them know you are listening...remain calm and respond in a kind, calm manner, hopefully that will get the client to calm down some, then try to explain your position, if that does not make them happier, offer to get a supervisor to assist them...[that makes them feel like they are being heard and respected,,] and call the supervisor to help you and the client...........

Answer 7

defuse the situation...try and appear to be listening. ask them to tell you what is going on and sometimes repeating it back to them helps...so they know you are hearing them. Offer the help you can, offer to get someone in a superior position if you really can't help them. On the phone, give them ALL your contact information and take down everything so you can go to who you need to, to get it solved or refer it. Don't shy away from telling them you will leave, or hang up if they get abusive...you don't have to take it. In law enforcement - it helps to have back up and then you just cuff 'em and stuff 'em!

Answer 8

Read the book Crucial Conversations, or even go to www.VitalSmarts.com and find out when you can go to one of their training sessions (I'm not affiliated with the company, I just know this book and course). It has a lot of great information, most importantly on the affect that our emotions have on us during tough conversations when we're put on the defensive.

Answer 9

be a listening ear. Maost often they just wanna thrash it out, their anger and emotions, so let them do it after which then u try to explain to them why. If you interupt them, they may find you defensive and get even more edgy after the whole situtaion.

Answer 10

slap him across the head, he will instantly snap out of it.

OR

just avoid him for a moment and let him cool down, then you will be able to talk him down.

OR (if those two doesnt work)

theres always a local gun store around the cornrer, just to get rid of matters easier
just kidding