Look, customers are going to be mad sometimes. It’s not necessarily your fault either and that’s what really sucks. As an entrepreneur, it’s your job to set the tone for customer responses – even with angry customers. If you have employees who handle the majority of customer complaints, amazing – but you are still responsible for guiding your team on how to respond.
In either case – having a team or doing it yourself – you need something scalable. You don’t have time (or money to pay for others’ time) to respond to everything super uniquely. However, customers need, want, and deserve some level of customization. That produces a conundrum for you.
In my time as an entrepreneur and employee, I’ve always worked in some form of customer service role. Over that time, and thousands of customer emails later, I’ve developed this framework for crafting responses to angry customers that are:
- Non-fault producing
I’ve even had angry customers apologize to me for their outbursts. Not my goal, but I can’t lie when I say it felt good to read those emails.
The basic sequence is to move from acknowledgment to action.