Dealing with angry customers is an inevitable part of doing business. Recognizing the signs of an angry customer can help you diffuse the situation before it escalates. This article will explore some of the most common signs of an angry customer and provide tips on how to handle these delicate situations.
Changes in Body Language
One of the first signs of an angry customer is changes in their body language. Here are some things to watch out for:
Crossed Arms
When a customer crosses their arms, it is usually a defensive posture. They are closing themselves off and signaling they are unhappy. Crossed arms can also indicate the customer feels attacked or threatened. Proceed cautiously if you notice crossed arms.
Pointing or Wagging Finger
A customer who points their finger or wags it in your face is demonstrating aggressive body language. This type of posture should not be ignored or dismissed. Take it as a clear sign the customer is very upset.
Leaning Forward
Customers who lean their body towards you can seem threatening. It invades personal space and puts the employee on edge. A slightly aggressive posture like this means the customer is going on the offense.
Raised Voice
Angry customers frequently raise their voice without realizing it. Yelling is an obvious red flag that the customer is mad. But also listen for slightly elevated volumes as a sign of irritation.
Clenched Jaw or Tight Lips
Subtle clues like a clenched jaw or tight lips demonstrate the customer is making an effort to restrain their anger. Their aggravation may boil over at any moment. Stay alert for these signals that emotions are running high.
Folding Arms
Folding arms across the chest is a common gesture people make when upset or feeling defensive. The customer is withdrawing and closing themselves off physically. They likely feel wronged or are ready to retaliate.
Changes in Facial Expressions
Face expressions can also help identify an angry customer before they vocalize their displeasure. Here are some facial cues that signal annoyance or rage:
Furrowed Brow
Notice if the customer’s brow is furrowed. This is an almost universal sign of anger or frustration. Combined with a scowl, a furrowed brow is a clear giveaway of their dissatisfied mood.
Flared Nostrils
Flared or widened nostrils mean the customer has heightened emotions. Their agitation is starting to bubble up. Take it as a warning that the situation could soon escalate.
Clenched Teeth
If you notice the customer’s teeth are clenched, pay attention. Clenching teeth indicates they are under stress and feeling resentful. You may be dealing with pent-up aggression.
Glaring
A harsh, fixed stare is a sign of open hostility from the customer. Glaring straight at you puts you on notice that the customer is past their boiling point.
Rolling Eyes
Some customers roll their eyes dramatically to exhibit impatience or scorn. Eye rolling demonstrates a stubborn unwillingness to listen or understand your perspective.
Forced Smile
Occasionally customers will plaster on an insincere, sarcastic smile meant to intimidate. This menacing grin conveys the message that they are not really happy at all.
Tone and Word Choice
How the customer speaks and what words they use also provide hints about their level of anger. Here are some verbal cues to be mindful of:
Speaking Through Gritted Teeth
You can actually hear when a customer is gritting their teeth as they talk. Speaking this way displays barely controlled irritation. They are restraining themselves from lashing out.
Condescending Language
Customers sometimes adopt an arrogant, condescending tone when upset. Name-calling, insults, and demeaning labels signal they feel superior and indignant.
Sarcasm
Snide, sarcastic remarks are a red flag for simmering anger. The customer is mocking you and being intentionally provocative. Sarcasm reveals resentment and hostility.
Curt Responses
One or two word answers, or a sharp “What?” indicate the customer is in no mood to chat. Short responses convey their dissatisfaction and unwillingness to engage.
Cursing
Profanity is a clear sign that the customer feels comfortable expressing aggression. Foul language demonstrates loss of self-control and possible explosive escalation.
Threatening Statements
Any threatening words or statements must be taken seriously. Comments like “You’ll regret this!” or “I won’t be ignored!” signal the customer may act out violently.
How to Handle an Angry Customer
When faced with an irate customer, the way you respond can turn the situation around or make it worse. Here are tips for diffusing an angry customer:
Stay Calm
It can be tempting to snap back when a customer yells or hurls accusations. But staying calm avoids adding fuel to the fire. Breathe deeply and keep an even, low tone of voice when responding.
Active Listening
Make an effort to hear the customer out, instead of just waiting for them to stop talking. Listen without interrupting to fully understand their complaint. Repeat back what you heard and ask clarifying questions.
Show Empathy
Let the angry customer know you understand why they are upset and take their concerns seriously. Phrases like “I know how frustrating this is” demonstrate empathy.
Apologize Sincerely
A sincere apology can instantly disarm an angry customer. Say “I’m sorry this happened” or “I apologize for the misunderstanding.” Accept responsibility without making excuses.
Control the Environment
If the customer is yelling or making a scene, gently suggest moving to a private area, away from onlookers. This gives you both space to discuss matters calmly.
Suggest Solutions
Propose potential solutions to remedy the customer’s issue. Offer options, negotiate next steps, and ask for their input. Being proactive solves problems and reassures the customer.
Thank Them
Before parting ways, thank the customer for voicing their concerns and giving you the chance to address matters. End the interaction on a positive note.
When to Get a Manager
If de-escalation strategies fail, it may help to pull in a manager or supervisor. Some signs it’s time to get a manager include:
– The customer remains aggressive, threatening, or out of control after multiple attempts to calm the situation
– The customer makes highly unusual or alarming statements
– You feel personally unsafe or at risk of physical harm
– The customer demands to speak to a higher authority
– The customer issues unrealistic ultimatums or demands
– You are too emotionally invested in the conflict to think clearly
Having a manager take over can give an angry customer a fresh start and new perspective. Sometimes hearing the same message from a different voice does the trick.
When to Involve Security or Police
Getting law enforcement or security involved should be a last resort. Only take this step if:
– The customer becomes physically violent or destructive
– The customer makes a credible threat of violence against you or others
– You witness the customer committing a crime or illegal activity
– The customer refuses to leave the premises after being asked
– The safety of anyone on the premises seems at risk
The priority in these severe situations is ensuring everyone’s safety. Security or police have training to respond appropriately to volatile behavior.
Conclusion
Here is a summary of the key points:
– Watch for changes in body language, facial expressions, and tone that signal mounting anger
– Stay calm, practice empathy and active listening when confronted with an irate customer
– Apologize for the issue, offer solutions, and thank them for the feedback
– Get a manager if you cannot productively resolve the situation one-on-one
– Only call security or the police if physical safety seems at risk
Learning to recognize the signs of angry customers early allows time to intervene and potentially turn things around. With the right conflict resolution tactics, many heated interactions can become constructive discussions. Handled poorly, angry customers only grow more incensed. Do your best to spot the warning signs and respond thoughtfully.