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How do you best deal with furious customers?

22nd Jun 2015
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Customers are the bread and butter of every business. Therefore, it is vital that you cater to their every needs. However, at times, customers can get dissatisfied. To give the best customer experience, you need to know the best way to respond to dissipate the customer’s anger.

Here are eight tips for turning the situation around and winning back your customer.

1. Keep calm and address the problem

Handling irate customers is a part of a contact center agent’s life. Customers may call in because they are disappointed in your offered product or service and may become disrespectful toward you. If the customer starts yelling at you, try to remain calm and respectful. Being rude to your customer will not do you any good and will just aggravate the problem.

So always remain calm no matter how snarky the comments of your customer are.

2. Dont take it personally

If your customer is shouting at you, remember that he or she is not directly angry at you. Your customer is just displeased with your company’s product or service and he is just finding a person whom he can voice out his problems to.

The first step in providing excellent customer service is to not take personally the hurtful things your clients tell you.

3. Listen effectively

When a customer calls in because of an unresolved issue, the first thing he wants to do is to vent out his frustration. Therefore, to show that you understand their situation, you need to listen attentively. Listening attentively can defuse a situation since the customer feels that you are acknowledging his complaint. Listen to what your customer says to assure that you are invested on his problem as well as to assess the situation and formulate the best solution.

Once your customer has finished talking, summarize what you have heard and ask questions to clarify the issue.

4. Actively sympathise

Once your customer has vented out his concerns, he wants to be certain that you know where he is coming from. Thus, express sympathy for the unpleasant service your customer has experienced.

In order to sympathise with your client, you need to know where he is coming from. Try to imagine what you will feel if you are in his shoes. Understanding your customer’s complaints is a good way to effectively resolve the issue

5. Apologise to the customer

Even if you think the customer is wrong in his claims, you need to apologise to him for any inconvenience it may have caused him. For your customer to be loyal to your business and for him to remain a customer, issue a heartfelt apology on behalf of your company.

A simple, straightforward statement like, “I am sorry that you are not satisfied with our service/product. Let’s see what I can do to help you,” sometimes can do wonders.

6. Own the problem

It doesn’t matter what happened before the customer called you, as a call centre agent, it is your responsibility to take matters into your own hands once you have received the customer’s call. Tell the customer that you own the problem and that you will do everything to the best of your capacity to help him.

Sometimes you may be tempted to tell the customer that his problem is not part of your work. However, expressing that you do not have ownership of the problem will make your customer feel confused and helpless. If your customer senses that he is talking to someone who can’t help him, it will create another reason for the customer to be more frustrated and mad.

Even if you’ll be working with other departments or require your team leader’s supervision, inform your customer that you're going to personally help him on his issue. Reassure your customer that you're going to use your knowledge and experience to resolve his issues, even if you will be needing the support of other people.

7. Find a solution

In the first place, the customer called in so that his or her concern will be resolved. Thus, to pacify the customer’s anger, you need to offer the customer a solution.

Collaborate with your team leader and other departments to come up with the best solution to your customer’s issue. Afterwards, ask your customer whether the solution you have offered gives a degree of satisfaction.

8. Take a breather

After you have resolved the customer’s concern, take a breather for a few minutes. After handling a stressful situation, it is a good thing to take some 'time-out'. Instead of letting that stress pile up in your system, you need to take it out so that you’ll be ready again to provide your next customers the best experience they can receive.

Customers are the bread and butter of every company so it is important to give them quality service. Handling irate and dissatisfied customers can be a tad difficult, but it is not impossible.

If ever you find yourself talking to an angry customer, apply these tips to provide excellent customer service. Motivate your customer service team to learn these tips in communicating with angry customers to provide high-quality service.

Anna Rodriguez is a manager and a passionate writer. She also has varied background in real estate brokerage, investing, online marketing and social media management. She owns Homey Guide Blog. Follow her at @annrodriguez021


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