When a customer is upset, and needs something, expects something, is angry about something, it can be stressful. Sometimes the fiery words you are reading can cause your own anxiety level to increase. the can also cause an urge to act quickly to squash the negative energy coming at you. This urge for quick reply is natural, but can be counterproductive.
With agitated customers, sometimes the best thing to say is… nothing. Wait. Be patient, and listen. This can be done in person, over the phone, or electronically. Allow the customer to vent and say all of the things they need to say before you respond at all. On longer form platforms like forums and Facebook this is pretty easy. The customer is typically done venting by the time the post is published. However on Twitter, you can’t be so sure. Give it a minute to see if another post pops in. Responding too quickly there can seem like an interruption. On the phone or in person, I recommend just… being silent. Active listening sometimes suggests head nodding and little sounds that indicate you are indeed paying attention. I find that when customers are really angry, pure silence provides room for them to really get it all out. Whether we are the true cause of the angry outburst or not, it really is a nice gift to another person to just allow them room to vent and be unhappy. Another positive side effect of listening to the customer’s full monologue before offering assistance is that you get a complete picture of what the actual root cause is. A customer may begin discussing one single issue that causes frustration, but then lead into several other events and before you know it, you’ve arrived at the bigger issue.
So next time a customer pops open a giant can of “What-for” on you, resist the urge to start apologizing and fixing right away. Try as hard as you can to just let them vent, and vent, and vent until it’s all out. Being a customer myself, I can admit (though it is a bit embarrassing) that I’ve been that customer that vented before. What’s interesting is I usually wound up apologizing to and thanking the people that allowed me to vent. You might have the same thing happen to you.