Enterprise software is usually created for a big company with several different employees. Some might be able to operate it without any issues, others might struggle. Unfortunately, a big user pool also leads to a large number of complaints and disgruntled users. These complaints are inevitably directed towards the technical support department that has to deal with the issue.
Unfortunately, it’s never easy dealing with angry enterprise users. Sometimes, there’s simply no way to placate them. So how do you handle an angry client who simply refuses to be satisfied with your answers? Here are a few points.
Let them Speak
In most cases, such people only want to vent their anger and frustration. It’s best to just let them. Whether you’re directly responsible for their problem or not, you’re the face of the company to them. Until their anger has passed, they’re going to hate you and everything associated with you. One of the best ways to deal with the problem is to just be quiet and listen.
This can sometimes be very difficult, especially if you’re not at fault and there’s nothing wrong with the product. Trying to point out that it was their mistake in the first place won’t help. In fact, that might only compound the issue. Understandably, it takes a lot of patience and fortitude to bear someone’s anger without retaliating, but that’s your only recourse if you want to retain the user.
Don’t get Offended
One of the worst things you can do when an enterprise user is angry is to take the issue personally. While they might be angry and venting their anger on you, taking it personally will only hamper your ability to look at the situation objectively. When you face a disgruntled user, objectivity is a must. The user is taking the situation personally enough for both of you.
Instead, try to mitigate the anger by using statements that cushion the user. For example, if the user has found a technical glitch in the software that delayed their work and led to loss, they’re rightfully angry. Simply state, “I’m sorry you had to face so much trouble, we’re looking into it…”
This shows the user that you’re being accountable. Of course, these statements would seem hollow if you don’t follow up and actually do something about it. To maintain a positive relationship with the user, make sure that you address the problem immediately.
While it’s necessary to listen when the client is at the peak of his anger, you need to start figuring out the problem as soon as possible. Ask him valid questions and engage him in a conversation. Eventually, he’ll start to calm down. One of the best ways to deal with angry people is to engage them in a rational conversation where they need to think and focus.
Bring the conversation down to level ground and try to figure out what the problem is. The closer you are to the root of the issue, the calmer the user will be. This way, you can turn the conversation towards a more pleasant end. Turning an angry tirade towards a reasonable conversation can create a positive relationship between your firm and the user.
Give a Solid Time Frame
It’s best to give the users a solid time-frame. Vague open-ended timelines like “as soon as possible” will only irritate the user. Instead, give them a date and time and if the situation isn’t handled by then, call and explain about your progress.
This again showcases accountability and will go a long way to build a good relationship with the customer. By keeping these things in mind, you can deal with different users to the best of your ability.