How To Deal With Angry Customers Without Losing Your Cool
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- How to Deal with Frustrated Customers
- Customer Support can beâ¦
- The BEST of the jobs The WORST of the jobs! or
- Fret not.. You can make it through with these vital hacks!
- And make both parties exit with a smile
- Understand that the customer just wants to be heard; They didnât wake up and decide to have a bad day or to make your day worse.
- Pro tip 1 Donât take it personally. Keep calm and breathe.
- Pay attention to their problem. Let them get it all out.
- This will give you enough time to come up with a good solution and a brilliant way to communicate said solution.
- âAnd how did that make you feel?â Listen; donât just hear them out Pro tip 2
- Take notes. Ask them relevant, standard questions but be careful of your phrasing.
- Notes will help you to recollect the issue at a later stage of the crisis.
- Empathy over sympathy, every day Pro tip 3
- Summarise, donât repeat. Show them youâve understood the problem, and you werenât just pretending to listen. Throw out the âWeâ in favor of the more empathetic âIâ.
- Once youâre done summing up the situation take a moment to apologize.
- Pro tip 4 Time for the Solution!
- Thereâs a quick fix for the customerâs problem. Phew. Disaster averted. When youâve a solution
- There is no immediate solution Offer them a workaround. If theyâre unappeased, throw in a discount/a freebie.
- Pro tip 5 Follow Up
- Regardless of the channel, follow up with them through email after a day or two. Donât leave them stewing with the memory of your last interaction.
- Root cause analysis The next time an angry customer looks you up, put on your deerstalker hat and think.
- The customer is angry, yes, but why? Did your copy not convey the point properly? Were your sales people misinformed? Is there a problem with inventory? Trace the problem to its root and fix it before it annoys the rest of your customer base.
- Your Turn If weâve missed out on something fairly obvious, write to us at firstname.lastname@example.org. You will be rewarded handsomely.
- âBehind every slide share is a great blogpostâ Read more about how to deal frustrated customers http://blog.freshdesk.com/handling-frustrated-customers/