Providing excellent customer service to every person that uses your service or purchases your goods is extremely important. However, there are going to be times when customers are going to become angry with you or your business. A part of providing a high level of customer service is knowing how to handle these types of customers (in person AND over the phone).
Keep Calm and Let It Go
The worst thing you can do when a customer is angry with you (or even yelling) is to get mad yourself. Don't take their anger personally and allow them to get it out of their system. Getting angry yourself and yelling can escalate the situation, making it worse for both parties.
Actually Listen to Them
More often than not, angry customers don't want to fight with you — they just want to be heard. Allow them to say their piece, listen to everything they say, and wait for them to finish. Once they are done speaking, repeat some key pieces of information back to them so they know you listened. Remember to also pay attention to your body language — pay attention to the tone and volume of your voice (keep eye contact, arms uncrossed, and stand up straight in person).
Sympathize and Apologize
Showing empathy toward angry customers is crucial because it lets them know you are trying to understand their problems. Apologizing with empathy comes off across more genuine than just a generic apology. As you actively try to sympathize, look toward a solution that will make the customer happy, which in turn will make you and the company happy. Making all parties happy is a win-win!
Dealing with angry customers doesn't have to be the worst part of your day when you know the right way to communicate with them. When your business needs a reliable phone system to provide excellent customer service, choose a VoIP phone system from Reliable Voice & Data Systems. To learn more or to schedule a free estimate, give us a call at (877) 385-6657.
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