Jun 26

Please Angry Customers

No business is perfect, and even if yours is, your customers aren’t. Dealing with angry customers can be difficult. Here are some suggestions for how to handle them.

1) Don’t take the criticism personally. They’re not attacking you as a person but you as an employee representing a company that they perceive as cold and heartless.

2) Listen to the client. Let them tell their side. This will help the client calm down and think rationally. Meanwhile, you can buy some problem-solving time as you listen. Ask the client what he or she would do in your situation and how to prevent the problem from occurring in the future. Involving the customer shows you care about his or her needs and that you’re committed to customer service.

3) Treat the customer as you would want to be treated. Don’t pass the customer around. If you don’t know the answer to the problem, tell him or her that you’ll find the answer and call him or her back. Give the customer your name and contact information so that he or she can reach you if he or she has another problem.

4) Deal with the person and then with the problem. People often need to vent, regardless of whether you’re the appropriate target.

5) Remember that stellar customer service can be the means for retaining a client instead of losing one, so how you deal with your unhappy customers is crucial.

Comments

  • YOUUUU
    i wanna take u to a gay bar....
    ive got something to put in u.....
    in the GAY bar...GAY bar...GAY BAR

    Mar 13
  • pleasing the customer is your entire job.

    Feb 14
  • I've been in customer service for a while and have developed my own 4 steps to turning any customer into a meek sheep:

    1 - Listen to their complaint (i.e. let them vent) While they're venting you're triaging the emotions from the actual clues you need to solve their problem.

    2 - Apologize, no matter who's fault it is Some people take issue with this one, but I think it's essential. If it makes you feel better, you can say "I'm sorry this is causing you problems"

    3 - Offer to help/get the problems solved. Once they're properly vented, they're left a bit weak and drained, so that when you step in on cue with an offer for resolution (and you sound confident about it) they jump at you like a drowning puppy.

    4 - Fix the problem and thank them.

    You'll notice only 1-2 of these actually involve any troubleshooting the actual problem. Customer service skills are people skills, which all too many tech support people forget about.

    Jul 31
  • While under pressure, it's easy to over promise something you mihgt not be able to deliver on. Be very careful you don't make a bad situation worse by doing this. Set realistic expectations and then over deliver.

    Jul 23
  • I think outlining how to handle complaints in your customer service policy would be a great help. Being consistent in the approach to handling an irate customer would go a long way in keeping that customer's business and them telling their associates what a positive experience they had in getting a problem solved by this company.

    Jul 10
  • Read Dale Carnegie's "How to win Friends and Influence People". If customer service is your game, that's your playbook.

    Jul 04
  • I think that honesty is also important.

    Jul 03
  • While angry clients are significantly harder to deal with compared to say, disappointed clients, they are likely to share a common characteristic between them. That characteristic is concern. Granted, there are plenty of customers who like to exercise their power with overly-anal complaints, but one must take into consideration the motive behind the complaint. This is a good way to snowball genuine concern for the customer.

    Regardless of your industry, it is safe to say that your client has the choice between you and several competitors. Though there is the practicality factor, it may be up to them to stay with your organisation. It is easy to deem service as lousy and subsequently decide never to come back to your establishment again, but there are those who stick around as constituents of your loyal customer base, and thus are worth treating.

    Jul 02
  • Something i experience here is that if you don't know the answer, check immediatly (if on the phone ask the costumer to hold) with your supervisor.

    Don't stall in any way, if you don't know, the costumer can usually tell.
    Ask yourself, do you want to be obviusly stalled by a person who can not answer your question?
    And then be dumped of to another person just so you can tell that guy the exact thing he just told you?

    People hate telling their story twice!

    If it's a big problem, then it usually helps if you let him/her speak to the supervisor.
    This does not give a negative I-dont-want-to-talk-to... impression, but gives him access to a person higher up in the food chain and an authority person, which helps bring a sense of seriousness.

    Jul 02
  • Sometimes, when a very irrational customer, who is so upset to listen to what you are saying, calls, having him/her write down and email his problem might help. This seems to make the customer rethink the problem and usually give a chance to find an easy solution himself.

    Jul 02
  • Sometimes there are customers who are in no way rational, though. So while following these tips. A customer can't get into a fight alone. Some times just answer the customer calmly. Speak only with the most pertinent information, keeping it as simple as possible. Then get a supervisor, if it is obvious you can't please every one. Some one else may have a different take on it.

    Jul 01
  • Sounds good to me... I'm looking into becoming a contractor soon and I'll be sure to keep this in mind as I deal with potential clients...

    Jul 01
  • don't just solve the problem blow them out of the water with the way you solve the problem, Use the "Vent Time" to do research on policy, Ask the customer what they would ultimately like to have happen, to resove this issue. I use the above procedurers on a daily basis in the Cable Company Call Center I work for.

    Jul 01
  • I agree with dszymanski. If we say we will get back to you. The first thing in customer's mind would be that this guy is trying to get away with this and he probably will never get back. Sometimes this answer is treated as a negative point in customer service as customer will think that customer service people are not well trained and don't know critical things which they are supposed to know.

    But what I am more interested in, is the solution to this? Expecting someone would provide a feasible option which buys us time to find out the details without even making the customer feel that we are trying to get away with the problem.

    Jun 28
  • You left out the key point to item #3. If you say you will get back to the customer, GET BACK TO THE CUSTOMER. Too often this is used as a way to get the customer off the phone. The company will take down the contact information as a means to placate the customer and then do nothing after that point.

    Jun 26