An angry client who is screaming at a receptionist or at another company representative is a sign that multiple things went wrong in customer service. The problem wasn't identified before it escalated too much, wasn't solved adequately and nobody calmed down the client. Here are three tips on how to best prevent bursts of anger from clients.
Apology
As Forbes states, an honest apology, expressed in time, is absolutely necessary for the issue to be solved. Apologize even if the problem has not developed yet, and even if the client seems to understand the situation and isn't demanding an apology. Never apologize only after someone is already angry at you.
Complaints
Actively encourage your clients to give you feedback as often as possible, even negative feedback. Explain that you will only be able to perfect your services based on their feedback. The relationship between the client and the company must be built on trust and they should feel comfortable telling you that they have a problem. If they feel they can be open with you, customers won't keep their problems to themselves and let them grow out of proportion. The sooner the client contacts you with their issue, the better.
Statistics
You won't be able to improve your services and find the weak points of your customer service unless you keep detailed statistics of what clients complain about the most, what the most common problems are and what circumstances increase the chances of making a client angry. Always work on preventing these situations and do your best to eliminate the cases when the problem escalates to anger.
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