If you work in customer service or do your own business, you will sometimes need to take calls from angry customers. How you handle these calls, you can determine the quality of reviews you get and the success of your business. The most important thing is to stay calm. Feel like listening to them before presenting the solution. If the anger of the customer is going out of control, try to calm them down, but know when to get away.
Do not react.
The key to staying calm is; Reactions like anxiety or anger – while natural – will make things worse. If the customer sees you as calm and professional, then the customer will “mirror” your reaction.
Try to focus on your breath, taking deep, quiet breaths.
Be clear about heavy breathing, though – it can come in the form of scary or sigh.
Angry customers talk through their problems and explain all the reasons they are unhappy. Do not interfere. If you have any questions, wait until the person ends up to ask.
Be patient. It may take time for the customer to participate.
Do not argue, contradict, or otherwise engage in a fight, even if the customer is wrongly wrong.
If the customer listens, then this is often the most important part of the conversation. Customers often agree very often because they are listened to, sometimes even if the problem can not be handled.
It’s not personal.
An angry customer may not be careful about the specific language they use. When they say, “You messed it up,” they usually mean that the company has messed up. Remember that this is not about you, and taking it personally will give you unnecessary stress.
Encourage them with brief verbal prompts.
The customer can not see you, so some verbal feedback helps to assure that the line is not dead, and you are listening.
As they talk, indicate that you are listening, as if “uh,” “okay,” and “wow,” this will assure them that you are paying attention and make them feel like you’re the whole story Want to hear.
Use a level voice.
It may be that your instinct is to answer you screaming, but it will only make matters worse. This will increase the conversation in an argument, and the customer will not trust them to help you. Keep your voice level during a call, never speak over a normal conversation tone.
Summarize the situation in your own words.
The show was listening to the main points of the story by repeating them in your own words. Start by saying “Let me see if I’m clear on this” … or “what was originally …”, this will also help in ensuring that what is the problem, you and others Both customers are on the same page.
Tell the customer that you understand how frustrated they are. Put yourself in their shoes and think how they felt in this situation. Use phrases such as “I can imagine how it might have been troubling” or “have been troubled”.
Do it even when you feel that the customer was careless, silly or just plain wrong.
Remember your job is not to judge the customer.
Apologize when it’s appropriate.
If the problem was caused by you or any other employee, then apologize to the customer for the mistake. If the problem is a result of a customer being mistaken, you do not have to apologize. You can just say, “This is not what we want, so let’s see what we can do to make it right.”
An example of a possible apology is “I’m sorry that we messed up your order and caused the inconvenience. Let’s talk about how we can reach it to you. “
One more: “It seems that there was an issue on your order. I am so sorry that this happened, we can substitute for you in two days. Should I send it to your work or home address?”
Offer to try to fix the problem (if possible).
In general, training for customer service will cover the most common issues that arise. But there are strange and strange things. And sometimes the customers claim that suspicious incidents have occurred to demand “replacement”.
It is not possible to avoid making promises to fix this problem. But always promise to try a solution.
Use phrases like, “Let me see what I can do” and “I’m going to try to solve it.” And “I want you to stay in touch with the right person to handle this issue.”
Use positive statements whenever possible.
The customer would like to know what you can do for them, not what you can not do. Use positive language instead of words like “no,” “no,” or “no”. Even if they want it not possible, then try to say, “What if we offered you instead?”
Dealing with Escalating Anger
Ask questions to calm the customer down.
Rather than discussing with the customer, ask questions to focus their mind on the facts. Try to ask them to clarify some details from their story, or ask them how they want to see the situation.
For example, you might ask, “What is your ideal solution to this issue?”
Stop the customer if they become directly abusive toward you.
Allow them to communicate their feelings, but if they start calling you by name or use a clear language, cut them off. Tell them that what will be the consequences if they keep speaking this way.
For example, you might say, “Sir, I think you are disappointed, but if you continue to use that kind of language, then I have to end the call.”
If you are not the business owner, make sure that you know ahead of time about what your company’s policy is about abusive language. Your employer must have a written rule about when disconnecting a call is acceptable.
Respect the customer’s wishes to speak with a supervisor.
The customer can be so tight with this situation that they ask to talk to someone in the state of power. If they demand it, do not take it personally or be defensive; Just oblige them and give them to your manager.
If you are a manager or owner, then politely tell them, “I am a manager on duty. I want to hear your story and work with you on solutions. “
Thank them for bringing the issue to your attention.
Appreciating the customer can help reduce their anger. Show them that you see their calls not as inconvenience but as an opportunity for improvement.
Try to complete the conversation with a quick “Thank you for telling us about this. We do not want it to happen again. “
Take time to unwind after the call.
These types of calls can be emotionally dry, so if you have the chance, then take a break. Keep stepping out for a quick walk around the block. Take a cup of coffee for the break room and chat with a colleague. Or just take five minutes at your desk to take meditation and deep breathing.