Dealing with Irate Customers as a Customer Service Representative
12/30/2015 7:48 PM
Dealing with an irate customer involves separating yourself from negative emotions one usually experiences in the same situation I exploded. Are required to dissociate itself from criticism and abuse that can be directed against you and focus on the underlying problems that have made the client to behave in such a manner. There are plenty of horror stories of people working in the area of customer service. True, being in a field of customer service is probably one of the toughest jobs out there.
Customer simply means providing a satisfactory customer experience and ensure that all customer queries are dealt with accordingly. We definitely want to keep coming back and tell others our business prospects. The only thing that seems to be a difficult task in customer service or customer relationship is dealing with an irate customer. When dealing with a difficult customer, be sure to do the following:
1. Stay calm, courteous, and listen actively
2. Remember that the client does not hold a grudge against you
3. Do not interrupt the customer and allow you to vent your anger
4. Recognize the client and emphasize with them
5. Focus on the problem and try to offer a complete resolution to customer
6. Make sure you log on or take notes necessary for the client to the next agent will have enough information on how to deal with it.
7. Make a call to make sure you have everything covered and most importantly, give a guarantee that this will not happen again.
When the customer visits or calls because of a problem or inconvenience experienced using the product or use your service, the more likely looking for some kind of validation. He wants to know he's fine and wants you to admit your fault and he also needs to hear. Therefore, admit fault and apologize. However, the apology because then, you risk sounding condescending or patronizing and can be worse part is never exceeded.
It may not be your fault personally, but you are acting on behalf of the company. Also, do not just say sorry. Make it a point to propose a solution and offer the customer a set of options. After letting the customer vent and apologizing for the inconvenience business may have caused you, it's time to take over the call. Now, you have to lead the conversation. And you have to make it worthwhile. Otherwise, the client can gain control again. What you need to do now is to propose a set of solutions to the problem. It is not enough that you propose one. You have to give the customer a choice. Thus, know you are still in control and they are not just saying it to do.
Go out of your way to show your concern and help their customers. This includes having a listening ear to their problems and concerns. You can become his only confidant. There may be no immediate benefit in being helpful by clients but those that have been on the receiving end of his good nature will be coming back and buy from you. Train your team support help desk to be always helpful, courteous and efficient. You can be excellent in customer service, but if the image changes when you come back, you will live to correct the mistakes of others. Make sure everyone knows your ideal approved for customer service.