14 Tips for Dealing with Angry Customers Online

A long time ago, if you were unhappy with a product you bought, you would have to write a letter to the company to let them know. It was a private thing, just between you and the company. And sometimes, you wouldn’t even get a response, because letters can sometimes get lost in the mail.

But now, it seems like complaining online is the go-to way for everyone to share their grievances, no matter how big or small. From the thumbs-down button on YouTube to the rude comments on blogs, people can’t help but voice their dissatisfaction and make sure the whole world knows about it.

We wanted to know how successful young entrepreneurs deal with these angry clients or customers who hide behind their computer screens. So, we reached out to the members of the Young Entrepreneur Council (YEC), a special group of talented young business owners, and asked them this question:

What’s your best advice for handling an angry client or customer online?

Here’s what the YEC community had to say:

1. Show Understanding

When a client or customer is upset, it’s essential for me to understand why before offering solutions. I put myself in their shoes and try to grasp their confusion, disappointment, or frustration. ~ Kelly Azevedo, She’s Got Systems

2. Stay away from blaming others.

Instead of focusing on finding someone to blame, my priority is to make things right for the customer. ~ Josh Weiss, Bluegala

3. Change the way I communicate.

When I come across a negative blog post, email, or forum post about my company, I try to reach out to the customer through a phone call. Most people wouldn’t say the same things they write online, especially if they feel taken advantage of. By proactively switching to a phone call, I can defuse the situation more easily compared to online interactions. ~ Matt Mickiewicz, Flippa

4. Don’t Engage Online

I know it can be really tempting to try and deal with a complaint online. You want to understand and fix the problem, but it’s not the best way to handle things. It doesn’t show professionalism when you have these kinds of conversations in an online chat forum. It’s better to get the customer’s contact information and take the conversation offline.

5. A Second First Impression

It’s important to make sure that a customer’s last impression of your company isn’t a negative one. By going above and beyond for them – giving them a free product, calling to check in, or sending a gift in the mail – you can turn their frustration into satisfaction.

6. From Angry to Advocate

Have you ever noticed that sometimes, the angriest people can become your biggest supporters? It may seem strange, but it’s true! I’ve learned that when someone is very upset, there’s actually a great opportunity to turn things around and make them even happier than they were before. See, when someone is angry, they’re reaching out for help. And guess what? You have the power to give them that help and make them smile again. It might require a little extra effort, like spending more time or money, but let me tell you, the rewards will absolutely be worth it in the long run.

Here’s a valuable tip: kill them with kindness. Yes, you heard me right. When possible, go above and beyond to make that angry client feel special and cared for. Ignoring their complaint is the worst thing you can do. Instead, take the time to understand why they’re upset and do everything in your power to make it right. Trust me, it will go a long way.

Honesty is another powerful tool in the world of customer service. When you’re upfront and transparent about any issues, you’ll earn trust and respect. People appreciate honesty, even when it’s not the perfect answer they were hoping for. So don’t be afraid to speak the truth and admit any mistakes. It will take you far.

You know when you’re trying to make someone feel at ease by using some rehearsed phrases. But here’s the thing: people can sense it. So, instead of putting on an act, let’s dig deeper into what’s really bothering the client or customer. Sometimes, you need to read between the lines to understand their true concerns. Once you do, have an open and honest conversation about how you plan to fix it. And you know what? It’s okay to have this discussion in the public eye, like on your social media platforms. It shows the world what your company is made of. And trust me, if the person is being unreasonable, your community will see right through it.

9. Follow Your Instincts

Here’s the thing about online complaints: sometimes, people just want something for free. Would they say the same things to your face? Probably not. So, when someone complains online, find out what the actual problem is. And if it turns out they’re just looking for freebies, then it’s time to let them go. Trying to please every single customer who demands something for free is not a good idea. It sets a precedent that others will follow, and before you know it, you’ll be wasting your time and money. So, trust your instincts and don’t be afraid to ‘fire’ those kinds of customers.

10. Act quickly

In today’s online world, it’s crucial to address problems before they escalate. When faced with a negative comment, offer a solution or suggest discussing the matter privately. If the complaint is baseless, consider using your company blog or social media to explain the situation to your current customers, so they know you haven’t ignored it.

11. Be transparent

It’s inevitable that some customers will be unhappy. The worst thing you can do is ignore or delete their complaints. Take responsibility for their dissatisfaction and make every effort to resolve the issue. It’s important to do this publicly, so other customers can see your commitment to superior service.

12. A sincere apology

Sorry – a word often left unsaid. But if I just start with I’m sorry, I might find that’s all someone wants to hear. We often feel the need to follow up with but… and everything we say after that is all the customer focuses on. Instead, let’s apologize and really listen to their problem. ~ Erin Blaskie, BSETC

13. Meet Their Demands

If a customer is furious and wants a refund, give it to them. If they want to exchange a product, go ahead. If they ask to speak to your boss, transfer the call. Any small inconvenience or money lost will be more than worth it in the long run when your great service turns them into a loyal customer who can’t stop raving about your business. ~ Sean Ogle, Location 180, LLC

14. Let Them Go!