The customer is always right. That’s how the saying goes. That’s also what you might be thinking when trying to figure out how to deal with an angry customer. No matter what industry you’re in, chances are that you’ve crossed paths with an angry customer more than once.
Crossed arms, heavy sighs, short and rude replies, yelling, pointing fingers, shaking their head, complete loss of interest in what you have to say etc. These are just some of the signs of what an angry client looks like. Not the easiest thing to deal with, right?
Worry not! Here‘s how to handle that angry customer and ensure you don’t lose them;
Practice reflective listening.
When you’re upset, does someone saying, “I understand,” make you feel better? I didn’t think so. This kind of broad statement will not calm the customer down. Take the following scenario:
Customer: “I’m frustrated because we have a limited budget and you’re unwilling to offer us a discount.”
Customer Rep: “So, what I’m hearing is that our pricing is a barrier for your business. Your budget is tight, and I’m not offering a discount that meets your needs. Is that correct?”
This is an ideal response because it show that you took time to analyze and understand the client before responding.
Empathize and Make Them Feel Heard
Look at it this way: if the customer didn’t care about your product or didn’t have any faith in it, they probably would never have bothered. But they’re reaching out to your team in hopes of finding a solution to their problem so they can continue using your product.
Show empathy. It doesn’t mean agreeing with them or accepting blame entirely. It’s just a way to show them that your company cares about their experience and is there to sort out any issues for them that they might be facing.
Keep calm and carry on.
Conflict is a part of business and how you react under fire impacts the future of your customer relationships.
Treating someone with disdain or disrespect can reflect negatively on you and your company, so reputation management should always be top of mind. Don’t talk back, just listen and respond accordingly.
Offer a Solution
This is another simple yet powerful way to deal with an angry customer. They’re reached out only because they have a problem, and they need a solution. The customer doesn’t want empty promises or platitudes.
They want their problem to be taken care of. Offer them a solution and walk them through how it will address their issue. Be open to communication.
Adjust Your Mindset
Once you’re aware that your client is unhappy then your first priority is to put yourself into a customer service mindset. This means that you set aside any feelings you might have that the situation isn’t your fault, or that your client has made a mistake, or that they are giving you unfair criticism.
All that matters is that you realize that your customer or client is upset, and that it’s up to you to solve the problem. Adjust your mindset so that you’re giving 100 percent of your focus to your client, and to the current situation.
Finally….
Your last step is to reduce the risk of the situation happening again.
If you haven’t already done so, identify how the problem started in the first place. Was there a holdup that slowed shipment? Did a sales rep forget to confirm an order?
Find the root of the problem and make sure it’s fixed immediately. Are you a customer service professional looking to grow your skills and require assistance in handling such scenarios?
Book your slot for this Practical Customer Service Training course today!
https://jobcenterkenya.com/angry-customers-heres-how-to-handle-them/
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