How to Handle an Angry Customer on the Phone
No one likes dealing with an angry customer. Handling them over the phone means that you won’t be able to use your body language, which means you’ll have to be even more mindful and tactful with your responses.
Being on the receiving end of complaints from an upset customer can be a stressful time for both parties. Sometimes, attempting to deescalate the situation can lead to more problems, especially if the de-escalation attempts are done incorrectly.
If you work in a call center, IT department, or otherwise have contact directly with the customer, there may be a time when you receive a call from a very unhappy and upset customer. Let’s take a look at 5 tips for helping to defuse the situation and find a solution that can calm down the upset customer quickly and efficiently.
Remain Calm and Professional
Being yelled at by an upset customer can be very upsetting for you as well. They are extremely mad about a situation which, in most cases, you had nothing to do with – but as the customer service representative, you are the one taking the abuse.
Always remain calm and professional, no matter how upset the customer may be. If they are yelling, it may be tempting for you to yell back at them. But this will get you nowhere and will not help move towards a de-escalation of the situation.
Instead, try to imagine yourself in the customer’s shoes and how you would feel in the same situation. They may feel cheated, disrespected, ignored, and other feelings. You would probably be mad as well. Instead of getting angry back at them, instead be understanding and empathetic to their issue.
Don’t Take Anything Personally
In the heat of the moment, things may be said to you by the upset customer which can be hurtful. In a fit of rage, some people don’t think rationally and will simply yell profanities and insults in an attempt to feel in control of the situation.
When this happens, never take this personally. Afterall, you were most likely not responsible for the current situation the customer is in, and your only job is to help reach a solution that will make the customer feel better. In almost all cases, the angry customer is mad at your company and not you specifically.
Be An Active Listener
Listening is important, but being an active listener is even more vital. If you are just sitting quietly and letting the upset customer talk, they may feel like you aren’t paying attention to them which could fuel their anger even further. Instead, add in a few words of agreement and understanding.
Apologize For The Problems
Sincerely apologizing to the customer for the problem can go a long way in helping to defuse the situation. If you have a sarcastic or insincere tone, a customer will absolutely pick up on that and can go into a completely new fit of rage.
Find A Suitable Resolution
Finding a suitable resolution is the reason for the call, so it is your job to reach a conclusion that not only satisfies the customer but also lets them know you have heard and understood the problem.
How your company handles customer complaints can make or break you. Especially in today’s “online reviews” atmosphere. All firms are bound to receive negative feedback, but the distinction lies in how they respond. Although it may be impossible to satisfy everyone, true business leaders know that being proactive is a perfect recipe for improving consumer opinions and customer retention. Follow these four tips to help turn customer complaints, to raving reviews.
Create a Customer Complaint Response System
Research & develop an exact system your customer support team must follow. Document the steps and put in place a SOP (standard operating procedure) for your support team. Make sure everyone has a copy handy and are well versed on the steps. This way all complaints are handled consistently great, and adjustments can be made to help make the system better over time.
Field Complaints Immediately
When customers are dissatisfied with the services or products they receive, making them wait to be heard is one of the worst things a company can do. Respond immediately with genuine courtesy and warmth, using you
What about the thousands of businesses that lack the personnel to deal with complaint calls 24/7? Contracting with a third-party receptionist provider is a well-established solution that lets companies be on-call at all times.
Firms that staff or contract receptionists to be sure complaint calls are answered fast improve customer satisfaction. They also increase their efficiency. All calls and steps taken are documented for review so future steps can be taken to alleviate complaints in the future.
Provide Above & Beyond Solutions
From the typical consumer’s perspective, lodging a complaint is unpleasant. In addition to taking valuable time out of their schedules, customers face the possibility that their complaint may not be resolved. Sadly, people have grown accustomed to sub-par customer service that fails to correct problems satisfactorily.
Companies can buck these trends by providing excellent guarantees. Whether this means promising to replace defective products no matter what, refunds when services fall short. In addition, consider offering bonus gifts to help make up for the time the customer spent having to complain.
A complaint is an opportunity to do better.
Follow Up Afterward
Followups are vital components of good service. Even if a problem initially seems to have been resolved, customers still appreciate receiving extra attention. Contacting consumers via email, phone or social media after the fact gives them the feeling that their opinions truly count, and forging such relationships is vital to long-term business success. Include a request and direct links in your followups to your Google, BBB, Yelp, Facebook or other places customers can leave a review for you, but only after you have made them a raving fan!
Essential Takeaways
Remember, customers who feel they have been “Wow’d!” with the help they receive are more likely to leave positive feedback. Some even go as far as updating their old negative reviews. Companies that want to turn complaints into raving reviews must have a strategic plan to “Wow” their customers, especially when they are unhappy. Take the time to set up your response system.
For many businesses, working with a professional answering service is part of their 24/7 raving fan system :) Learn more about solid receptionist options. Contact Front Office Solutions today!
Share this Image On Your Site
Please include attribution to Front Office Solutions with this graphic.
| Don’t Say | Do Say | |
|---|---|---|
| “It’s not my fault” | “I’m sorry” | It may not be your fault, but starting with an apology is a good way to calm a customer. Remember that over the phone your customer can’t see your sympathetic body language, so you need to use a comforting, empathetic tone of voice. |
| “Calm down” | “Is X Your Problem?” | Angry customers don’t typically communicate clearly, but telling them to calm down will only make it worse. Ask short, specific questions. When you think you understand them, repeat their concerns back to them to make sure you get it. |
| “How would I know?” or “That’s not my job” | “I need more information” | Chances are, your customers don’t understand how your product or service works. They may blame you for a problem that you didn’t cause. Don’t dismiss their questions. Find out if what they are asking about could be the problem. |
| “I don’t have time right now” | “When is a good time for me to get back to you?” | When you can’t deal with a complaint right away, don’t tell the customer you don’t have time, or they may feel like you don’t care about them. Skip saying you’re busy and reschedule. |
| “My employee wouldn’t do that.” | “We’ll get to the bottom of this” | If you’re dealing with a complaint about your employee, don’t dismiss it before you talk to your staff. Even if you know your employee didn’t do anything wrong, your customer needs to know you investigated and took them seriously. |
- Smile. Even they can’t see you, smiling affects your voice more than you realize. Use your face as if you were talking to the customer in person.
- Don’t take it personally. Angry customers tend to lash out. If they do attack you, remember that they’re attacking your role at the company, not you as a person.
- Repeat their concerns. Repeating their issues, using their own words, is an easy way to demonstrate that you’re actively listening.
- Don’t rush. Customers can sense when you want to get off the phone as quickly as possible, but taking steps to slow down the call can de-escalate the situation.
By: Front Office Solutions
