How to manage customer dissatisfaction — Joseph Michelli | The Michelli Experience

There has been a significant rise in the number of angry or frustrated customers nationwide; you may have even seen the viral videos online. But what do you do when it’s your customer? On today’s The Small Business Show, we’re pleased to be joined in the studio by Joseph Michelli, Speaker, New York Times Best-Selling Author, and the CEO of The Michelli Experience, to talk to us about the rise in customer anger and how to manage it.

There has been a significant rise in the number of angry or frustrated customers nationwide; you may have even seen the viral videos online. But what do you do when it’s your customer? On today’s The Small Business Show, we’re pleased to be joined in the studio by Joseph Michelli, Speaker, New York Times Best-Selling Author, and the CEO of The Michelli Experience, to talk to us about the rise in customer anger and how to manage it. 

The current National Rage Survey outlines how much customer rage and pain is out there. In 2022, the survey found that three out of four customers had to reach out regarding problems they had with their service. But in the last 40 years, that number has doubled. So, 40 years ago, it wasn’t necessary to reach out for repairs. The big issue, however, is if you go back seven years, roughly 6% of customers were broadcasting on different media platforms being nasty or belligerent to employees. Jump to 2022; that percentage soared to 42%. 

Angry outbursts, verbal abuse, and mistreatment of service personnel have increased noticeably. According to Michelli, “Looking at the root of the problem is part of the cause. The causes are frequent signs of unresolved consumer difficulties. Fundamentally, figuring out the causes might not be as easy as appeasing an irate consumer. “It goes much beyond giving away meals,” Michelli continues.  

According to Michelli, if you work in a field that requires face-to-face interaction, the bulk of the time, a client’s anger will come from other businesses who neglect to handle it correctly; you may be collateral damage. Reviews can also hurt your brand more than an in-person range because they stress your company. Dealing with those individuals who believe “the customer is always right” is a part of working in the service sector. But Michelli claims, “That ideology is false.” Treating consumers with respect is a crucial component of providing excellent service.

Employee retention

When you treat your personnel with disrespect and treat your clients as superior, you risk losing quality team members who will look for work elsewhere. According to Michelle, he is a significant learning component when you make sure you select well but support your team in the hiring process and throughout their tenure. “When it comes to training, there are many techniques that aren’t widely taught, “notes Michelli. For example, when you look at the numbers, you’re more likely now than ever to experience a raging customer come at you if you don’t have the necessary skills to de-escalate the situation.

Ultimately, Michelle asserts with my previous consulting experience that when customers come in or feel entitled to move onto a competitor, they act out of rage or assume their privilege. I would personally ask them to evaluate their behavior or leave. I would always back my associate because where it might cost me short term, keeping my quality employee away will save me in the long run. Utilizing employee retention through training can be done in those morning standup meetings. You could address and practice a quick scenario before the day begins to better-equipped employees for the potential situation throughout the day.