This isn't the best way to start your day, but let's face it, now and then an angry email may come your way. We all do it on some level in real life, too. A driver cuts you off on the road, or a waiter brings you mashed potatoes instead of fries and you just hulk out on them while someone else might simply say ‘it’s no big deal’. This can come across as an avoidance tactic, or of just plain lethargy. So I asked them to share their insights on how to respond (or not respond) to those rude emails, and how to keep them from ruining your day. #1 Breath They’ll save you from a lot of very ugly scenes in the future, trust me! Now that you have a clear mind, read the email again, being mindful of the ‘cognitive appraisals’ we’ve talked about earlier. If you've received an angry email, you should ask yourself if email the best way to respond? Lack of information can easily lead to misunderstandings, so it's important to get as much information as possible about the situation or the other persons point of view to address an issue appropriately. This will help you process all your negative emotions and greatly reduce your anger. When evaluating a situation, ask yourself if you made a mistake or did something in error? Using email templates to train your customer support team can help build alignment among your service reps and build a unified front that genuinely represents the value of your brand. Memorize them. Some customer When responding to an angry email, address the emotions, feelings, and perspectives of the other person. Except once you learn about the four types of anger, I think you’ll adjust the exactness of the above phrase a little bit, for anger erupts inside you like a volcano in times of: Fortunately, the first type of anger can be very productive, especially when it compels you to speak up against injustice or uphold your morals. You open your inbox and this one email stands out like it’s emitting a toxic vibe of its own or something. It makes you mature and wise and smart. working for an IT company who receive an angry call from an irate client.my company has locked this client … When you forget to respond to a phone call or email, chances are you're going to have an angry, or at least disappointed, individual on your hands. In the past, I have been known to send flaming emails in response to people who make ill-founded assertions that obstructed my progress. Finally, the best way to avoid an angry parent altogether is to turn them into an ally before they ever become angry. A scathing, angry email. I actually studied about anger in one of the ‘Psychologies’ and here’s the textbook definition of it: “Anger is a completely normal, usually healthy human emotion that can also be very destructive.”. Picture this: It's Monday morning, you get to your desk and turn on your computer ready to start a new work week. Step away from the keyboard and take your time. Diffuse hot emotion before solving tough issues. The ending is what we all remember the most; it’s what makes a good book, a good vacation or a good argument. A shared inbox is a valuable tool for managing customer support requests , allowing customer service reps to collaborate, draft replies, and get feedback before sending responses to customer complaints. Alternatively, when you respond to someone who is angry in the right manner, you quickly restore normality, reduce tension and stress and, in some cases, you can even establish the foundations of an effective relationship. I know, it’s not enough…. That’s the good thing about digital interactions, there’s no rush, you can respond whenever it’s convenient for you. Responding to an angry email doesn't have to mean accepting blame for something that wasn't within your control. Someone sends an email that upsets us and we react by firing off an angry response. When one of you is angry, he should be silent.” [Al-Adab Al-Mufrad]. While it's tempting to fire off a response when you … I’m the ‘Why’ girl. You’re shaking your head, aren’t you? The fire won’t burn forever; it will eventually turn to ashes. You know that feeling, don’t you? Go for a walk, punch an innocent pillow, scream or cry it out. If you’re still apprehensive about the whole thing, then cut down to the chase and request a face-to-face meeting or even a phone call. Handling Angry Customers: 3 Email Responses Your Team Need Mercer Smith-Looper – June 22, 2017 – 2 Comments Whether you’ve worked in support for a month, or a decade, you will have run into an angry customer. In other words, anger is triggered according to our own personality traits and self-esteem. It can be challenging to see things from the other person's viewpoint, particularly when they are coming across aggressive or angry or it seems they are personally attacking you. This will help you be more effective at communicating your opinion or reasoning. It takes the heat off the ‘ego game’ and is certainly much more professional. Here are the golden rules. Want to pull this template up in an email with one click? Prepare yourself to respond to an angry employee. Lilly S. Mohsen is the author of 'Live Your Story' and 'The Prophets To Islam' Series for children. What if I was in their shoes, how would I feel? An angry email dripping of discrimination or oppression is seldom something we can just let ‘slide by’. How to Respond to Rude Email at Work. Fortunately, we can take practical steps to deal wisely with these instances. Explain your side as briefly as possible, without making your opinion sound like a given fact. a. Not satisfied with the purchase experience If a customer is not satisfied with his or her purchase experience, such customer could get angry. Are you reading too much into it? Break down the angry email and respond point by point One common mistake I’ve seen, and have made in the past, is to only address certain parts of the student’s email in my response. If that's the case, then consider writing out a fake email response on paper or in a Word document, one the gets out everything you feel, be it nasty or angry or aggressive. I kept the emails, but did not inform anyone at a higher level. We’re getting closer to that time every year in the fall season when in the USA, The Productive Muslim Company is becoming a Hijri-first company as part of its, Mindfulness, of late, has become a buzzword and as Muslims, we might wonder what, Copyright © The Productive Muslim Company 2021, yet the husband will most probably get a bit scared, Adjusting to Fall-back time: A Professional Muslim Perspective, We’re Going Hijri: The Productive Muslim Company to Align its Business with the Hijri Calendar, What is Mindfulness and Spiritual Intelligence: An Islamic Framework. If so, an apology can go a long way to resolving the issue. Can you tell me, [ask a question to get more information about their point of view]? Emotion comes first. Is it really so bad? #angryemail #emailtips. So go take it out alone in a safe environment. Never reply to an angry message or email on the spot. But let me first answer the final question that’s probably lingering in your mind now: “Doesn’t this make me a pushover?”. So naturally, your first reaction would be to set them straight. It will just keep on blazing and will eventually burn everything around you. But if you can’t do that, then at least don’t respond. In dealing with angry parents, whether via email, over the phone, or in person, I’ve slowly learned a few necessary steps to take to “defuse the bomb” and effectively address the issue at hand. Problems are bound to escalate when we start filling in those percentage blanks with assumptions, preconceived impressions, and dramatic sound effects! An angry email dripping of discrimination or oppression is seldom something we can just let ‘slide by’. Receiving a rude email at work can be a difficult situation to navigate. Here the update. This impulse to react usually leads to regret and ends up damaging our relationships. History Lilly S. Mohsen, Sun 24 Shawwal 1439AH 8-7-2018AD Social Productivity 6 minutes. 1. When addressing their emotions, it's important to carefully consider the wording that you use. If you try to How to Send an Angry Email Like a Pro Jun 20, 2016 by Lexi Bollis This post may contain affiliate links for your convenience. A friend might read the same angry email and say ‘give them the benefit of the doubt, maybe they have a point’ and so in addition to being ‘over the rooftop furious’ you’re suddenly consumed with thoughts of finding a shovel to bury your friend in the backyard. Introduce yourself via email during the first week of school. Taking time before responding can also help you get past the initial frustration you feel from reading the email, and allow you to craft a reply that is more thought-out and less reactionary. There’s so much you can tell from a person’s pitch, attitude, or facial expression. So, to that end, here are some tips for responding to angry emails that land in your inbox. Forget the ‘why’ for now and let’s look at the ‘how’. By asking questions and engaging in a deeper discussion, you can get a clearer understanding of the problem and work towards a fair resolution. He apologized again verbally that Monday. Template #4: An angry customer Dealing with angry customers requires its own post (which of course we’ve already written). c. Don’t hit the ‘reply-all’ button until you’ve tried to resolve the matter privately first. Email is a terrible way to communicate. If the answer is yes, then please repeat step 3. It makes you a real professional. If that’s the case, then by all means, please be angry. My understanding of the situation is [explain your perspective in a calm and neutral manner]. Unfortunately, the way … But when you open your inbox, there it is. As usual, NetHunt has got the answers. Whether it's the frequency and persistence of the emails, the readers' perception of the tone, or the way one or both of the writers communicates and explains their message, email can cause barriers and misunderstandings and for that reason is not always the best method of communication. So you muster all your self-control and start typing with specialized, unbiased expertise…. Lilly is a part-time therapist and a spiritual speaker. He sent an email apology that Sunday. Spoiler alert: it doesn’t involve cowering under your desk. How to respond to an angry employee: #1. For example, you could immediately get enraged by a harsh-worded email from your boss because deep down perhaps you’re worried he’s implying you’re not good enough, and you unconsciously believe being infuriated is better for your ego than facing your fear. How may their perspective differ from mine? Just remember, rage will never make you extraordinary, but intelligent patience will. If not, then proceed to step 3. Responding to An Angry Boss via Email In responding to your angry boss via email, you need to understand that volatile and insulting words SHOULD NOT describe you. Whatever works as long as it doesn’t harm you or anyone else. I understand that you're upset about [XXX}, and hope to work towards a fair resolution. Make sure to acknowledge that you are listening by making eye contact and using nonverbal cues, like nodding your head. Sleep on it and wait for the storm to pass by. By recognizing the feelings they are communicating in their email, you can also help make them feel heard which can mitigate the tension of the situation. Why empathy matters in customer service Many times when people are angry or frustrated, they are just looking to vent—and many are the people who send an email that should’ve never been sent. It makes you feel bigger and more in control of the situation. Develop a plan. Deep down you already know that. b. how to respond to the client that is angry. Stand up for your beliefs, morals, rights and the rights of others. her the email below. 7 Tips on How to Respond to an Angry Email Take a minute Your first instinct may be to type out a quick, scathing response, but that likely isn't going to resolve the problem and will instead heat things up and make the Can you breathe? These work approaches will help you respond to an angry email in a professional manner. A competitive person might get infuriated a lot easier in ‘win and lose’ incidents than someone who isn’t. The important this is to not send what you write to the other person, instead use it as a way to communicate the annoyance you feel without actually sharing that with the other person and making the situation worse. The over-analytical psychopathology won’t help when you’re reading an angry message or email where the antagonism is so palpable and the ill-willed vibe is so vivid you could cut it with a knife! d. Always, always, ALWAYS end your message on a positive note. We promise not to use your email for spam and you can unsubscribe at any time. One of the main secrets to effective communication is sharing your feelings, and fulfilling the need to be heard and understood. The customer is always right. Because the implied meaning of the word is totally different! “I understand why you’re frustrated. On the other hand, being overly apologetic, for example saying, "I'm so sorry you feel this way," can appear as though you are taking responsibility or blame for the situation, even if that's not the case. Remember the letter-writer whose coworker sent her an angry-profanity laced email (including “I’m sending you my edits in text, now F— off for the weekend”)? If that’s the case, then by all means, please be angry. For more about Lilly, check out her blog: Notes From The Heart Follow her on Twitter @Lillymohsen and on Instagram @lillymohsen. … I kept the emails, but did not inform anyone at a higher level across as avoidance! 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