Angry Customers Will Love You After This

Summary

• When someone is upset, let them vent without interrupting. It's important to just listen and affirm what they're saying.
• Acknowledge their feelings by nodding and using affirmations like "yes" and "oh my gosh, that's crazy."
• Avoid the urge to talk back immediately. Allow them to express everything they need to say first.
• Being their "punching bag" helps in moving past the initial phase of their frustration.

Video

How To Take Action

I would suggest implementing these communication strategies when someone is upset in your business or personal life. This can build stronger relationships and provide better resolutions.

First, let the other person talk. This means you don’t interrupt them or get defensive. Just staying quiet and giving them your full attention can help them feel heard. Use gestures like nodding to show you are listening, and use simple affirmations like “yes” or “I understand” to show empathy. This approach is low-cost and requires mostly patience and attention, but it can bring high value in easing tensions and building trust.

Next, avoid the urge to jump in and respond right away. It can be tempting to explain your side or correct misunderstandings, but it’s better to let them express all their thoughts first. This not only shows respect but also helps to avoid misunderstandings that come from not fully listening.

Lastly, think of yourself as a gentle "punching bag" during the conversation. This doesn’t mean you agree with everything, but rather you accept their moment of venting as a necessary step. By handling emotions calmly and without taking things personally, you can guide the conversation toward a peaceful resolution.

Remember, these actions are simple but powerful tools for better communication and can lead to more effective and positive interactions.

Full Transcript

let them talk let them vent shut the up do not talk literally nod yes oh my gosh crazy so bad just affirm what they're saying hear them out a lot of the times you're going to want to word vomit back to the customer but the first thing you need to let them do is just get it out yes be their punching bag that's what you need to do in order to move past this phase