Why Customers Get Angry - Understanding the Root Causes

We’re diving into the reasons why customers become angry. At the core, most anger stems from a perceived injustice or a boundary that has been crossed. Often, it’s about promises or expectations that haven’t been met, and this can manifest in several ways.
It’s important to recognize that customer anger often comes from a mismatch in expectations versus reality. And it could be a combination of these reasons. When they bring their concerns to you, the most critical step is to validate their feelings-acknowledge their frustration, and then act within your power to resolve the issue.
By understanding the root of customer anger and responding with empathy and solutions, you can turn a potentially negative experience into an opportunity to build trust and loyalty.
We want to teach you to be ready not for battle but to love your customers back to life. To create loyalty in those moments where the experience breaks.
You can join us online, or immerse yourself in the beautiful surroundings of Mauritius for an in-person experience this October.
Register here for the Masterclass in Superior Service Recovery 3-4 October Online and 16-17 October in Mauritius.
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Brandlove was established in 2012 as a customer-focused innovation consulting and training agency. This year we celebrate 10 years of putting the heart back into experiences, one interaction at a time.
BrandLove is not a wise-ass, tell-you-what-to-do consultancy, and neither are we a kiss-ass tell-you-what-you-want-to-hear agency. BrandLove is a partner, working with brands to connect the dots. We are facilitators of an authentic discovery process, to help organizations find and implement their experience essence, while creating a safe space for design-thinking, collaboration and innovation.
We provide our clients with very pragmatic actions to immediately start improving their customer experience. In addition to that we guide the long term strategy to achieve customer and employee experience objectives.
- CX Agency of the Year 2022 (Customer Centricity World Series Awards)
- Member of the Customer Experience Professional's Association (CXPA)