Header bg
  • section background

    How to Deal With Angry Customers

    Hero bg 2
    how to deal with an angry customers canada

    Dealing with an upset customer can be a stressful experience for everyone involved. Read our article for some tips on how you can diffuse the situation and do your best to make sure the customer leaves happy.

    As a small business owner, you’re bound to run into a customer that’s unhappy with your services at some point. While this isn’t necessarily your fault, it’s a good idea to do everything you can to alleviate the situation and turn them from a critic into a fan. In this blog post, we’ll be taking a look at some strategies to help you stay calm and handle the situation when you’re dealing with upset customers.

    Related Read: 3 Decision Making Strategies for Small Business Owners


    Need Insurance for Your Small Business?

    Get a Free Quote


    Don’t Take It Personally

    Dealing with angry customers can be an intimidating and nerve-wracking experience. It’s important to remember that the customer is more angry with the situation they’re in than with you personally. Using that awareness to give yourself distance from their emotion can help manage your feelings in the interaction. Listen carefully and don’t be defensive when responding so you can really understand why the customer is feeling frustrated and act accordingly to help ease their concerns. It can sometimes be appropriate to offer them a discount as an apology to help make them more comfortable and possibly solve their problem. In the end, keeping your cool will go a long way toward resolving their issues and maintaining a positive relationship between you and that customer.

    Stay Calm and Collected

    When dealing with angry customers as a small business owner, it is important to remain calm and collected no matter how difficult the situation may be. This is not always easy, but it can make all the difference in turning an unpleasant experience into a successful resolution. Losing your cool and becoming defensive or argumentative will only make matters worse and also show potential customers that you don’t handle customer service complaints well. If tempers flare, do your best to take a breather and come back to the conversation refreshed. Showing that you have composed yourself despite an emotionally charged interaction helps restore faith in your company and shows you are truly invested in making sure every customer receives top-notch customer service.


    Need Insurance for Your Small Business?

    Get a Free Quote


    Actively Listen to What the Customer Has to Say

    One of the most important things to remember when dealing with an angry customer is that they simply want to be heard. As a small business owner, it’s essential to pay attention to the words and feelings the customer is expressing — no matter how demanding these customers may act. It’s key to not become defensive, but instead to stay open-minded and listen carefully in order to understand their issue fully. In addition, try actively engaging throughout the conversation to your attentiveness. Being present in the conversation can demonstrate friendliness and respect. This strategy of attentive listening before taking necessary action will not only help improve the customer’s experience but can also go a long way in achieving greater customer satisfaction.  Consider hiring a Call Centre and connecting with customers through 24/7 call center services. Professional support solutions operating with optimal expertise can keep your customers satisfied and loyal. Listen to their needs and address them effectively.

    Apologize for Any Inconvenience Caused

    As a small business owner, it’s natural to feel defensive when an angry customer comes your way. But it’s important to remember that even if you don’t think you did anything wrong, apologizing is still a powerful tool that doesn’t cost you anything to use. If you apologize for any inconvenience they may have experienced and let them know that you take their issue seriously, customers are likely to feel better and more inclined to work with you on a resolution. Plus, offering a sincere apology can show the customer how much you value them as part of your business. In the end, this strategy can help foster understanding and make everyone happier in the long run.


    Need Insurance for Your Small Business?

    Get a Free Quote


    Remain Sincere

    Dealing with angry customers can be a challenging experience, but it’s crucial to approach the situation with sincerity and empathy. When customers are upset, they want to feel heard and validated, so it’s essential to listen to their concerns and acknowledge their feelings. Responding to them with insincerity, dismissiveness, or defensiveness can only make things worse and escalate the situation. Instead, show your customers that you genuinely care about their issue and are committed to finding a resolution. Remember, customers who feel heard and understood are more likely to remain loyal to your business in the long run.

    Offer a Solution

    As a small business owner, handling angry customers can be one of the most draining aspects of your job. While it’s not always possible to make every customer happy, there are certain steps you can take to help alleviate any anger they may have and turn things around. Trying to offer a solution like a refund, an exchange, or some other form of reparative action is usually the best approach if possible. In many cases this will end up being what the customer really wants and needs in order to feel satisfied again. Of course, no two situations are the same so you will need to assess each situation individually and tailor your solution accordingly. Good communication is key in these moments and by offering a thoughtful response you’re much more likely to be able to turn an unpleasant encounter into one that leaves both parties feeling happy with the outcome.


    Need Insurance for Your Small Business?

    Get a Free Quote


    Follow Up After the Situation Has Been Resolved

    When it comes to dealing with angry customers, following up after a situation has been resolved is an important part of maintaining good relationships. Taking the time to check in with your customer to ensure they are satisfied can go a long way in showing that you value their business and care about their experience. Additionally, it gives the customer an opportunity to raise any further questions or concerns they might have in order to make sure that everything is rectified and the matter is closed.

    Make Sure You Have the Proper Insurance in Place

    Handling difficult customers can be a stressful and challenging experience, but having the proper insurance coverage can provide you with a safety net in case someone decides to take legal action. It’s essential to have liability insurance that covers claims related to property damage, bodily injury, or defamation. If a customer decides to sue you for any reason, having insurance can help protect your business and personal assets from costly legal fees and damages. Without adequate insurance coverage, you could be exposed to significant financial risk and potential bankruptcy. Therefore, it’s crucial to consider the different types of insurance policies available and choose the one that best suits your business or individual needs.

    Related Read: What to Look For in a Business Insurance Policy

    APOLLO Insurance is here to help small businesses with simple and effortless digital insurance solutions designed to protect you. This coverage can prevent you from having to pay out of pocket for the cost of replacing any damaged or stolen business-related equipment, or legal fees and damages should an angry customer decide to take you to court. Get a free quote in less than five minutes and have your new policy emailed directly to your inbox today.


    APOLLO Has You Covered

    Get the protection you need in minutes with custom Business Insurance from APOLLO.

    Get a Free Quote


    Originally published February 14, 2023, updated December 8, 2023

    Back to APOLLO Magazine
    Share this article

    Get Tenant Insurance in less than a minute

    Get no-nonsense coverage that's the best value for your money. Purchase policies from your computer or phone, receive your documents instantly, and save when you buy online.

    Get a free quote

    4.6 rating

    Google Logo

    Get Tenant Insurance in less than a minute

    Get no-nonsense coverage that's the best value for your money. Purchase policies from your computer or phone, receive your documents instantly, and save when you buy online.

    Relevant articles

    section background
    section background

    Getting insured is as easy as 1 - 2 - 3

    Tell us (very little) about yourself
    1

    Tell us (very little) about yourself

    Just tell us your address, your name, email and phone number. And that's it. We'll give you a price in less than a minute.

    Pay online easily and securely
    2

    Pay online easily and securely

    You can choose to pay monthly or save money by paying for the entire year in one easy payment.

    Get your documents in your inbox - instantly
    3

    Get your documents in your inbox - instantly

    As soon as you complete your purchase, you'll find your proof of insurance and policy documents waiting for you in your inbox.

    Get covered today - it couldn’t be easier

    We’ve provided more than 1,000,000 quotes to Canadians just like you. Give it a try!

    Google Logo

    Reviews

    4.6 rating

    1,581 reviews

    view all

    Across Canada

    Contact Us
    Apollo logo

    © 2024 APOLLO Insurance Solutions Ltd.

    111 Water Street, Unit 210, Vancouver, British Columbia, V6B 1A7

    APOLLO Insurance Agency Ltd. (o/a APOLLO Brokerage in the province of Ontario only) is a licensed retail brokerage, offering our clients with a comprehensive set of insurance solutions to meet their individual needs. APOLLO Insurance Agency Ltd. maintains necessary corporate licensing in provinces across Canada. Availability of products and service depends on licensing and product availability. The information that appears on this page is provided for information purposes only. Advertised products and prices are not guaranteed and vary based on insurance provider and/or insurance company's discretion and product availability.

    Transparency and Disclosure: APOLLO Insurance Agency's role is to provide you with exceptional service and the best insurance products that suit your needs. As a licensed retail brokerage, our compensation is based on a commission basis already built into your insurance premium and varies based on the product purchased through our platform. For a description of how APOLLO Insurance Agency is compensated and how this is calculated, please refer to our Compensation Disclosure document. For consumers in Ontario, please review the RIBO Conduct Fact Sheet and the RIBO Conduct Guidance document.