How to Dealing with an Angry Customer

Repeat Their Concerns Actively Sympathize You're listening-great! But how do they know that? Assure them that you understand by repeating their problem back to them. Now they're (hopefully) not yelling, and are more likely to listen to you. People want a sympathetic ear more than they want a punching bag. Be thot sympathetic ear. Don't just read off a script, eithe. ANGRY Listen WITH AN Be a Real Person You've heard this complaint 1000 times before, but this is the first time they are making it. If you're listening carefully, you'll be prepared to handle not just the customer's concern, but also Tips They're yelling at you because you're a faceless representative of a broken product or service. Remind them that you're not just a part of the system. You're someone who actually wants to help. the customers temper. geep Remain Calm FollowUp No one wants to be the brunt of someone's misplaced anger, but keeping calm under fire is the #1 way to cut a customer's ire off at the knees. You may never want to talk to that particular customer again, but a quick followup might improve their mood and make your next conversation much more pleasant. 45% of US consumers will 89% of consumers hove abandon an online transaction if their questions or concerns are not addressed quickly stopped doing business with a company after experiencing poor customer service! Dealing With ANGRY CUSTOMERS "I'm not sure.' "Alright, all done here?" "Good question! Let "I'm glad I could be of service. Before we go, is there anything else I can help you with? A CUSTOMER SERVICE REPS BIBLE me find that out for you. You Don't Know You're Closing With a Customer the Answer to a Question A Requested Dos and Don't a Customer Requests Special Treatment That You Can't Provide Product Or Service Is Unavailable WHEN... "Yeahhh. no." "We don't offer that now." You Have to Transfer a Customer "I wish I could help you "That product/service is not available at the moment. I can take note of your interest and s does sir/ma'am but we have these policies to help our other customers. Can I offer you an alternative...?" "I can't help you with that. Please hold while I transfer you." contact you as soon become available." "I want to help you resolve your problem, and Soandso in our Suchandsuch department is the best suited to work with you. I'll transfer you right over to her." 70% of buying experiences are 55% of consumers would pay more for a better customer experience. based on how the customer feels they are being treated 26% of consumers have experienced being transferred from agent to agent without any resolution of their problem. S#@! When you're screaming, you're not screaming at The Company (as nice as that would be!) You're screaming at a person. Yelling at someone does not make you more coherent. When you aren't coherent, no one can understand your problem, let alone fix it. And Nom For You ANGRY CUSTOMERS. The customer service rep is only here to help you. (And get paid, but that's how they earn their living. In this economy, who You're not improving your chances of getting real help. (You're only turning yourself into the watercooler horrorstory of the day. Do you really want that?) Yes, you're frustrated. Yes, you are UPSET. But guess what? YOU ARE NOT ALWAYS RIGHT. When calling customer service, try to remember.. are you to judge someone for having a job?) Sources: TollFreeForwarding.com http://www.wikihow.com/HandleAngryCustomers https://www.helpscout.net/blog/customerservicescenarios/ http://www.slideshare.net/RightNow/2011customerexperienceimpoctreport http://blog.orecx.com/blog/bid/352018/2013CustomerServiceStatstoHelpyouin2014 http://mindyourdecisions.com/blog/2013/03/21/4strategictipswhencallingcustomerservice/t,UwZzk ldW?1 BUSINESS WITHOUT BORDERS GRY CUSTOME OR DEALING