Script templates and tips for dealing with angry customer scenarios

Dealing with angry customers is an inevitable part of any customer-facing operation. Product defects, billing errors, poor customer service, or shipping delays — any of these factors can make them frustrated. 

The result? 

Negative reviews, lost sales, and damage to a company’s reputation. Therefore, it is essential to have effective strategies for handling angry customers’ requests.

Example of an angry customer message

Your technical support is a pi**e of s**t. I called several times, and each time I was put on hold for an extended period before being transferred to a representative who could not solve my issue. I hate your managers, they can’t solve the easiest issue. 
I have been a loyal customer of your company for many years, and I expect better treatment than this. F****ng give me my money back!

Bad customer service response

We apologize for the inconvenience caused to you. However, we cannot do anything about it now. Our technical support team has been trained to handle all kinds of issues. If they could not solve your problem, it is probably because the issue is on your end. Maybe you did not follow the instructions correctly. Regardless, we cannot do anything further to assist you.

This response is dismissive and unhelpful. It does not acknowledge the customer’s frustration or offer any solutions to the problem. Additionally, it appears defensive and blames the customer for the issue, which can exacerbate their anger and damage the company’s reputation.

Good customer service response

Dear valued customer, I’m extremely sorry to hear about your negative experience with our technical support team. This is not the level of service we strive to provide our customers.

We would like to sincerely apologize for any inconvenience caused by the long wait times and unhelpful representatives you encountered. [Company] takes these matters very seriously and will investigate the issue further to ensure it does not happen again. 

Thanks for your loyalty to our company! We value your feedback and would like to thank you for bringing this matter to our attention. Pls, accept our apologies and 40% off on your next order. 

Let me know if there is anything else my team can assist you with. 

This is an excellent response to a request from an angry customer for several reasons:

1. Apologizes for the customer’s negative experience. The response starts by acknowledging the customer’s feelings of disappointment and frustration and offers a sincere apology for the poor experience they had.
2. Offers reassurance. The response assures the customer that the company takes their concerns seriously and is committed to investigating the issue to ensure it does not happen again in the future.
3. Shows empathy. The response demonstrates empathy by acknowledging the customer’s inconvenience and the negative impact on them. This helps the customer feel heard and valued.
4. Offers a solution. The response offers to assist the customer further with their technical issue and indicates a willingness to do everything possible to regain their trust and business.
5. Gratitude. The response expresses appreciation for the customer’s loyalty and feedback, which helps to foster a positive relationship with the customer.

Wanna more examples for your script?

10 script templates for angry customer situations

When dealing with an angry client, it’s essential to choose your words carefully. Here are some words and phrases that can help defuse the situation and show the client that you are committed to resolving their issue:

1. “I understand how frustrating this must be for you.”
2. “I’m sorry for the inconvenience this has caused.”
3. “Let me see how I can help you with this.”
4. “Thank you for bringing this to our attention. We take these matters very seriously.”
5. “I appreciate your feedback, and I will do everything I can to resolve this for you.”
6. “Can you please tell me more about the issue so I can better understand how to help?”
7. “I want to ensure we find a solution that works for you.”
8. “I assure you that I will personally see this through to resolution.”
9. “Let’s work together to find a solution that meets your needs.”
10. “I want to thank you for your patience and understanding as we work to resolve this.”

Remember to use a calm and professional tone when communicating with an angry client, and avoid being defensive or dismissive. Show that you are actively listening and willing to help find a solution to their problem.

Best practices for dealing with angry customers 

Here are rules Dashly clients use when dealing with difficult customers. 

• Listen actively. When a client is angry, it’s essential to listen actively to what they have to say. Let them vent their frustrations and acknowledge their feelings. Ask additional questions to understand the root of their anger and show that you are genuinely interested in resolving it.
• Stay calm. It’s important to remain calm and composed when dealing with an angry client. Avoid getting defensive or arguing with them, as this can escalate the situation further. Instead, take a deep breath and maintain a professional demeanor throughout the conversation.
• Empathize with the client. Show empathy towards the client’s situation by acknowledging their frustration and apologizing for any inconvenience caused. This can help to de-escalate the situation and show that you understand their perspective.
• Offer a solution. Once you have understood the client’s issue, offer a solution to help resolve the problem. Be specific about what you can do to help, and make sure to follow through on your promises.
• Follow up. After the conversation, follow up with the client to ensure that the issue has been resolved to their satisfaction. This demonstrates that you value their business and are committed to providing good customer service.
• Learn from the experience. Take the opportunity to learn from the experience and identify areas where your company can improve its customer service. Use the feedback to make positive changes that can help prevent similar situations from happening in the future.

How to eliminate the number of angry customers

To prevent angry customers, businesses can proactively improve their products, services, and customer experiences. This can include: 

• regularly reviewing customer feedback,  
• implementing changes based on their suggestions, 
• providing comprehensive product information, 
• streamlining shipping and billing processes, 
• and training employees on effective customer service techniques. 

By taking these steps, businesses can reduce the likelihood of customers becoming angry in the first place and ultimately improve customer satisfaction and loyalty.

Deal with complicated customer queries like a pro with our playbook of 15 tricky customer service scenarios and ready-made answers 👇

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