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Top 8 Things You Should Never Say to an Angry Customer - Conversational - ContactCenterWorld.com Blog

Top 8 Things You Should Never Say to an Angry Customer

Angry customers are inevitable in business. But dealing with angry customers is a science, not an art.

Knowing how to balance your understanding and attention while protecting your company and reputation isn’t something that happens spontaneously  – you have to train yourself in how to react when the situation arises.

When you’ve created a product or service that you are proud of and a customer is angry with you over it, it makes you feel bad. Whatever you do, don’t let your own disappointment or feelings cause you to respond angrily to a customer (yes, even a screaming customer).


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From the customer’s perspective, hard-earned money was spent on a product or service from that is not meeting the promised expectations. It doesn’t take much to turn what would have been a patient customer into one that is irate.

Take a look at 8 things you should never say to an angry customer if you want your business to last.

Top 8 Things You Should Never Say to an Angry Customer

Take a look at 8 things you should never say to an angry customer if you want your business to last.

1. “Calm down”

You may be tempted to address an interaction with your customer by telling this angry customer to “calm down.” Believe it or not, this is one of the easiest ways to make your customer do just the opposite. No angry person wants to be told to calm down because it’s implying that their emotion is not justified.

Rather than telling someone this, try the phrase “I really want to understand and help you in any way I can.” This shows the customer genuine concern and proves that you take the situation seriously. Phrases like this are likely to diffuse the situation and bring quicker resolve.  It’s better to use language that would imply you appreciate the customer and their situation than language that downplays their frustration.

2. “It’s not our fault”

You may be tempted to go on the defensive and remind your customer that you aren’t to be blamed. When you do this, you simply show the customer that you are distancing yourself from the situation because you feel no responsibility. That’s the last thing a customer needs when coming to you with their problem. Instead, show that you are empathetic by offering a phrase like “let me see what I can do.”

3. “I’ll be brutally honest here…”

Sometimes people will say “to be brutally honest…” which implies to your customer that you haven’t been honest as of yet. This phrase will make everything you said up to that point lack credibility. Instead, avoid this phrase and opt for honest communication that builds trust with the customer.

4. “According to our policy…”

Sometimes you may be tempted to refer to your handbook and company policies to get you out of trouble. That may work for you as a customer service rep, but your customer is going to feel that they aren’t worth thinking outside of the box for. If it’s something that really can’t be helped, try saying “Due to legal reasons…” or “Due to security reasons…” instead.

Sometimes mistakes happen and a customer isn’t going to be pleased to hear that you are hiding your mistakes behind company policies. Sometimes policies are too strict to get around, but make sure you get that across to your customer in a relatable way.

5. “Well, what am I supposed to do about it?”

You don’t want to say anything to your customer that shows you are helpless. Avoid saying things like “so what do you want me to do.” Try a phrase that shows you are coming up with a solution for your customer such as “what do you think of…” This shows you are trying to compromise while finding out what the customer’s goal is for a resolution.

6. “I’m going to put you on hold”

The longer a customer has to wait, the angrier they will get. Make sure you don’t say anything like “can you wait a minute” because they have already waited to get a resolution to their problem that should have been done right the first time. If there’s no way to get around placing a customer on hold, try saying something like, “It’s very important to me that we get this issue resolved today. May I place you on a brief hold while I…”

7. “Sorry, but…”

Avoid the word sorry and try “I apologize for…” Telling a customer you are “sorry, but…” shows that the problem is not getting resolved. Apologizing to a customer shows that you are sincere and that you want to fix it right away.

8. “I’m transferring you to __”

Be sure to avoid saying anything like “I’m transferring you to my manager.” Transferring to a manager forces your angry customer to explain the problem all over again, adds to their frustration, and conveys that you aren’t competent enough to handle things from your support department. Adequate training is the best way to avoid this issue.

Instead, say something you can do to give the customer some options and reassert your ability to handle the situation: “I can waive that charge from last month for you” or “We can offer this free add-on to say thank you for your patience with us.”

Watch out for these 8 phrases that could get you into more trouble with an angry customer! Stick to non-emotionally charged words and phrases (I apologize instead of Sorry) to protect your company’s reputation and make sure even angry customers end up with a working solution.

Source: https://www.conversational.com/top-8-things-never-say-angry-customer/

Publish Date: June 16, 2016


2021 Buyers Guide Customer Experience (CX)

Page: 123
1.) 
3Fiftynine

Branches
Improves customer experience by helping find the agent the right information within a click.

2.) 
Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
API M...
(read more)

3.) 
Alvaria

Alvaria CXP
Alvaria CXP empowers enterprises to deploy contact center & customer self-service solutions on voice (IVR), text/messaging (chatbots), and mobile channels (disposable apps) with a design-once-deploy-anywhere approach. CXP Pro speeds up time-to-market, lowers customer service cost, lowers average handling time (AHT), frees agents from repetitive tasks, improves the customer experience through 24/7 availability, and increases first contact resolution (FCR). Deploy on-premise or in the cloud.

4.) 
AmplifAI

AmplifAI Performance Acceleration for Sales & Service
AmplifAI integrates all contact center data sources, and uses AI to drive personas which capture the metrics and behaviors of high performing agents, and then delivers actions to the organization to replicate the high performers. This process drives a sustainable and consistent agent improvement model that allows for faster speed to proficiency and improved performance across the call center resulting in improved productivity, sales and customer experience.

5.) 
At Random Communications

Contact Center Observation Services
Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance.

Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions.

Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.

Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer sa...
(read more)

6.) 
BravaTrak

BravaTrak
BravaTrak is the High-Performance Coaching System for contact centres. It helps you increase customer experience while improving employee engagement.

It does this, by:
- Providing you with a customer experience coaching framework
- Turning your managers into High-Performance Coaches
- Giving you real-time visibility of your managers’ coaching activity

We’ve refined this system over the past 27 years, working with over 50 large organisations. It’s been tested and proven across inbound sales and service, and outbound sales and retention.

Whatever the nature of your channel, BravaTrak can help you avoid missing your customer experience targets, while improving employee engagement.

7.) 
Britannic Technologies

INBOX
INBOX: A place for every digital interaction!

INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised.

Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time.

8.) 
Calabrio

Calabrio ONE Workforce Optimization
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.

9.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

10.) 
Callsultant

Outsourced Contact Center Services, Contact Center Consultancy Services
We offer a wide range of inbound and outbound services including;
-Sales, lead generation, market research, fundraising, appointment setting, collections, telemarketing, customer service, help desk, order taking, technical support. In addition, we provide omni channel support services such as chat & email support along with back office processing services such as transcription, data entry, Order management, E-Commerce order follow-up.

11.) 
ComSys S.A.

CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
(read more)

12.) 
Conectys

Conectys delivers a wide range of customer experience solutions including customer service, technical support and virtual assistant solutions.

We provide omnichannel customer support services through phone, email, web tickets, live chat, social media, good old fax, and the latest mobile apps. From switchboard solutions, to customer and technical support, we have the outsourced call center service package to fit your requirements.

13.) 
Connex One

Omnichannel
The Connex One Customer Engagement Platform enables inbound and outbound interactions through a secure, cloud-based, omnichannel engine. The feature rich platform offers everything from AI and Automation to Workforce Optimisation, consolidating the customer journey into one place.

14.) 
Consilium Software

Consilium UniRSM™
Many contact centers are providing critical services in these challenging times, with agents not only having to handle new customer situations, but also with agents often working alone from home without the face-to-face support of their supervisors and managers, who may also be working remotely. Trained and proficient agents translate into happy customers, with monitoring and coaching playing an important role in developing agents’ abilities. Consilium UniRSM™ is a perfect solution for this, where supervisors can perform real-time quality monitoring and coaching by dialing in from any phone with secure, role-based access.
Has your contact center moved to Cisco Jabber softphones for agents,...
(read more)

15.) 
ContactEngine

ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world.

ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.

16.) 
Creative Virtual

V-Person™
Creative Virtual's V-Person virtual agent/chatbot technology and V-Person Live Chat™ bring together humans and AI to create conversations with customers and employees across touchpoints in a seamless, personalised way and at large scale. V-Person conversational AI solutions can be deployed across any channel (web, mobile, social media, messaging apps, voice, IVR, smart speakers, kiosks, contact centre, HR, service desk) in over 35 languages.

V-Person virtual agent/chatbot and live chat implementations are underpinned by V-Portal™, our knowledge management, workflow management and business intelligence orchestration platform. We use a hybrid approach of natural language processing (NLP),...
(read more)

17.) 
CTMA New Zealand Ltd

Customer experience assessments and reviews • Customer experience baseline studies • Leadership training, coaching and events
Establishing a customer experience baseline:
Establishing a customer experience baseline helps to identify and quantify current sources of customer dissatisfaction, estimate potential returns on service investment and sets customer-driven improvement priorities for action and change.
CTMA’s customer experience assessments and baseline studies help to identify, justify and prioritise strategic and tactical improvement opportunities, and forge a solid foundation for change.


Leadership training, coaching and events:
The new urgency to get customer experience right, in a world recovering from a global health crisis, is placing even more emphasis on giving people the right skills, to do...
(read more)

18.) 
CUSTOMER SQUARE

CROSSCRM.CX
Cross CRM is powered by Customer-Square,french firm specializing in customer-relationship and contact centers, since 2008 we help companies with a large customer capital to maintain, and develop.

Originally for our own needs, the CRM analytics services and Quality Monitoring provided by Customer-Square, we began to put CROSS-CRM.COM on the market in 2013.

CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
The platform also provides Quality Monitoring, Speech Analytics and Survey tools to get a 360 view of your customer interactions.

We ended this features list in 2008 by add...
(read more)

19.) 
Customer Touch Point

Engage To Influence
Customer Touch Point specialises in long-term and instant impact customer experience solutions for organisations worldwide, providing the tools and support they need to deliver effortless customer experiences. We are also the brand behind the powerful Engage to Influence™ methodology, which sits at the core of every single customer project.

By delivering real-time customer insight; designing customer journeys to positively influence behaviour; and implementing end-to-end technology solutions that provide a seamless experience across all channels, we enable our clients to improve customer experiences and reduce cost of contact at the same time.

Our solutions include:

• Contact Cen...
(read more)

20.) 
CustomerCount

CustomerCount is a feature-rich, cloud based survey solution providing intuitive real-time reporting, fast turnaround on requested updates, and detailed and dynamic data gathering capabilities to support process improvement efforts, build customer loyalty and improve your bottom line. Developed and managed by Mobius Vendor Partners, CustomerCount was initially designed for the timeshare and contact center industries and is now used by organizations across numerous different vertical markets and industries.
 
Page: 123



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