Customer Service: What Not to Say to an Angry Customer - Teleperformance - ContactCenterWorld.com Blog
If you are running a business, you must know for sure how hard it is to deal with customers every day. Especially if you are keeping track of your customer service department. Even if it is by phone, e-mail, or in the stores, you know customers are pretty hard to deal with. First of all, it is a must to keep them satisfied and happy with your products and services, and that is not quite easy at all. Second, when a client has a particular question or doubt, it is important to offer him an accurate answer as fast as possible. He won’t like it if he perceives that the customer service agent he asked has doubts or takes a lot of time to answer. Last but not least, when a problem comes along, it is our responsibility to fix it immediately and to give our customer proper compensation for the inconvenience.
But, before a company can concentrate on each one of those processes, it is important to have well-trained customer service agents that can handle every adverse situation they might have with your clients. The first thing they should learn is what they should never say to an angry customer if they don’t want to make the situation worst. Here are a few tips to keep in mind:
1. “That is not possible”
When a customer comes along with a critical doubt or a problem, telling him that we are not able to give him a solution is not the right thing to do. We are dealing with an angry person here, and we should not take the chance of making him even more furious. We need to start calming the waters by offering any kind of a settlement that could be beneficial for him. Instead, use lateral thinking. If there’s really nothing we can do to solve a customer’s problem, we should offer some kind of gift, benefit, discount or something similar to retain him as a client and to increase his loyalty.
2. “That is your fault”
Yes, we admit it. Sometimes customers don’t do things right and they create a problem for themselves. Not everyone knows how to use our products and services correctly and it is very easy to meet people who, after making a mistake, call us to blame it on us. But, still, the worst thing we can say to this angry kind of client is, “You did it. It is your fault”. At least, that is the worst thing to say to them if we want to retain them as our clients, and if we want them to keep buying from us. Instead, gently ask your customer step by step how he used your product or service to see where the mistake was. When you get there, explain to him what would have been the right procedure. Later on, tell him to please follow your instructions so he won’t have that problem again in the future. The key here is to be very friendly, empathetic, didactical and kind. It is quite hard to stay mad if the other person is totally gently and warm.
3. “This is not my problem”
It doesn’t matter if the customer called the wrong number, for example, if he wanted to talk with billing and instead he called sales. The customer service agents must be trained to transfer each call to the corresponding department. The key is learning that each customer is important, not only the ones that are calling your department. Instead, say, “You are calling the sales department, and you need to speak to the billing department. Please hold a moment, I’ll transfer you to the correct area.” It’s as simple as that!
4. “I don’t care”
Customer service agents must always care about what’s happening to their clients. That’s the key feature of their jobs: being empathetic, learning to put themselves in the customer’s shoes, doing everything they can to help them, truly trying to offer them a proper service and a satisfying solution. Everything each client has to say is important to the company, and the phrase I don’t care must be deleted from each customer service agent’s vocabulary. Instead, listen. Pay attention. Be committed. Work with the client to find a proper solution. That is what makes a great customer service agent, and therefore, a great customer service.
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Publish Date: January 29, 2016 5:00 AM
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