One of the most frustrating things for a business is when customers get angry. It can be difficult to understand why they are upset, and even more difficult to try and calm them down.
When customers are angry, it can be a nightmare for business owners. Not only is it disruptive and unpleasant for everyone involved, but it can also be damaging to the business itself.
In this article, we will try to answer the question – Why do customers get angry?
We will explore the top 5 reasons for customer anger and provide some tips on how to deal with angry customers in a way that is respectful and beneficial to both parties.
5 Reasons Why Customers Get Angry
In truth, there are many reasons why customers can get angry at a business or its employees. Sometimes, it’s just because they are having a bad day and they feel the need to lash out at someone.
But sometimes, the reason can lie on the other side of the table – on your side. In that case, you might just be able to do something about it.
So here are the top 5 reasons why we feel customers get angry:
- Unmet Expectations
- Poor Service
- Bait and Switch tactics
- Lack of communication
1. Unmet Expectations
Customers can get angry when their expectations are not met. This could be anything from expecting a product to be of a certain quality, to receiving service that they deem to be below the quality level that was promised.
If you cannot deliver on what you have promised, it is important to let your customers know as soon as possible. Failing to do so can lead to customers feeling like they have been misled, which then is usually followed by the inevitable anger.
You may also be angering your customers without realizing it. For example, if you are not clear about shipping times or delivery charges, customers may get frustrated when their order arrives late or when they are charged more than what they had expected.
Make sure that all of your policies and procedures are clear to customers. The best way to avoid disappointment and anger is to set expectations right from the start.
Just as important is to ensure that all your employees understand what customers expect from a business.
2. Poor Service
Poor service can range from indifference on the part of a customer service representative to their not being able to resolve the customer’s problem.
When customers feel like they are not a priority, and the company from whom they are buying a product or service doesn’t seem to care, it can lead to anger and frustration.
Make sure your employees are properly trained in customer service and know-how to handle different customer situations that may come up.
If a customer’s problem cannot be solved, do everything in your power to at least make them feel heard and valued.
Acknowledge their complaint, apologize for the inconvenience, and let them know you are doing everything you can to rectify the situation.
If customers feel that they are being treated rudely or unfairly by an employee, it can cause them to become angry very quickly. This is why it is so important for businesses to make sure their employees are properly trained on how to interact with customers in a respectful and polite manner.
Customers too can be rude or demanding and it is just as important to train employees not to take the bait.
In fact, it’s not uncommon for customers to be rude to cashiers who are often an easy target.
So, consider putting policies in place for employees who do encounter difficult customers. Sometimes it’s best to simply apologize and move on, while other times you may need to ask the customer to leave.
No matter what the situation, it’s important to have a plan in place so that employees know how to handle difficult customers.
4. Bait and Switch tactics
When a company advertises one product or service but then tries to sell the customer something else, this can lead to feelings of anger.
This is often because customers feel like they have been misled or tricked into buying something that they didn’t want.
Bait and switch can lead to a feeling of being taken advantage of, and can be very frustrating for the customer.
Companies sometimes use this technique to get customers in the door, but often leave behind a trail of angry customers.
5. Lack of communication
Poor communication is often the cause of misunderstanding. And misunderstanding can often lead to anger.
When customers don’t understand why they’re being told no, or what the company is doing to solve their problem, it can lead to anger.
Often, customers just want to be kept in the loop and not feel like they’re being ignored. Failing to provide regular updates on a situation will only frustrate an already angry customer.
Make sure you’re communicating with your customers effectively, and they’ll be less likely to get angry.
Customers can get angry for a variety of reasons. Often the problem is on the customer’s side and not yours. But if the customer is angry with you, you still need to deal with it.
Understanding why customers get angry is a good first step to creating policies and plans to deal with angry customers.
When customers don’t get what they expect, or when they feel that their needs are not being met, it can lead to anger. This might be due to poor service, a rude attitude from store employees, or bait and switch tactics.
Another common reason why customers get angry is a simple lack of communication. This can include not being able to find an employee who can help or long wait times on the phone.
Finally, anger can also stem from the customer’s impression that they’re not being heard. If it feels like their concerns are falling on deaf ears, it can lead to frustration and anger.
So when you design and implement your customer relationship policies, think of what might cause a customer to get angry. This will help you make plans and train your employees to handle whatever situation they find themselves in.