Easy solutions for angry members

It’s no fun to be yelled at by a member, especially if it’s for something you didn’t do. With a few simple techniques, you can frequently bring the situation under control.

Listen: Talking over an upset member is the worst thing you can do. It will only inflame them. Stop, listen to what they’re saying. Not everyone is a complainer. They may have a legitimate problem.

Shift their anger: They’re upset. They want to express their displeasure. They’ve prepared a speech denouncing your company, your way of doing business, even your cat. Let them say the whole thing.

All of it.

Then, remain silent.

It’s going to feel awkward. Let it.

If you’re on the phone with them, they may say something like, “Are you still there?”

You reply, “Yes, I’m sorry. I thought you had something else you wanted to tell me.”

They’re expecting war. They’re not expecting you to actually listen. Your refusal to fight back will confuse them and their anger will dissipate.

Ask questions: Ask follow up questions designed to demonstrate that you heard the customer’s complaint. Say something like, “Let me make sure I understand you correctly,” and repeat the issue as you understand it back.

Recognize the opportunity to grow: Member complaints can help point to endemic problems and allow you to correct them.

That’s a wrap: Close by assuring the member that you’ll look more closely into the matter, and actually do it! If necessary, ask if you may follow up with them if you have additional questions.