How to Deal With Angry Customers or Clients
Ah, the angry customer. We’ve all had them, we’ve all been them, but do we all know the best ways to take care of them?
Treating your customers well seems like a no-brainer, doesn’t it? The truth of the matter is that in today’s business climate, one wrong step or unpleasant customer experience can send someone you thought was devoted to you and only you running to your nearest competitor. Don’t let that happen.
Specific best practices will, of course, vary by industry, customer type, etc. However, there are a few tips and tricks we’ve gleaned over the years that can go a long way toward keeping your customers happy and content with your service.
Empathy is the key to great customer relations
Customers don’t want repeated apologies, hollow platitudes, or empty promises. They want to feel that you truly understand their situation and are doing everything in your power to help them. When it comes to customer service, empathy can take several forms:
Show that you’re listening. Repeat back the problem being reported, changing up the wording a little, then add something that shows you’re listening and not just repeating them. “I see, it sounds like you tried restarting the device and now it doesn’t show any lights at all? That’s not what you expected this morning, let’s get you up and running.” This goes a long way toward helping the customer keep their cool and lets your CS rep do what they need to in order to help.
Don’t place blame, make excuses, or apologize excessively. The customer doesn’t want, or need, to hear that their problem is because of a breakdown in communication between Bob and Sally in engineering. They need to know the problem has been found, addressed, and when they’ll be able to get back to work. Apologizing repeatedly doesn't show empathy either. It shows a lack of creativity on the part of the representative. Focus on the work you’re doing to resolve the issue and the customer will remember how hard your company worked to help them.
Respond specifically to the customer’s complaint. And include details from their case and do it in a way that addresses the strain you know they’re feeling, without giving them permission to escalate. See above for an example. Notice the CS rep didn’t say “I bet this is really frustrating.” If they had, even if the customer wasn’t frustrated, they’ve been given permission to express that emotion as well.
Be quick about it. According to the Harvard Business Review, most people respond better to fast, yet ineffective, responses to complaints versus slow but comprehensive ones. Even no response at all scored higher than a slow one.
Set, and keep, expectations. Your support team should already have SLAs (Service Level Agreements) for their customer support interactions. Are these posted somewhere the customer can see them? This shows the customer that you value their time and understand that they have things they need to be doing, other than sitting on hold or waiting for a response. This also allows you to wow them by getting in touch sooner than stated, and by staying in touch with updates.
Customers have multiple ways to reach you these days so be sure you’re there to respond
In today’s business environment, customers don’t always use traditional means to contact a company. They may tweet at you. Or they may post a Facebook update, calling your company out for some perceived slight. Show the world (because that’s who’s watching you on social media) that you understand this business climate by responding in-channel.
Don’t cross channels
Look at it like this, if a customer tweets at your customer care account, it would be a little creepy if they got a phone call in response, right? Using social media is how people communicate with companies, so responding in kind shows that you value the customers time and aren’t going to require them to go through a lengthy ticket submission process, or sit on hold, unless it’s absolutely necessary. It also shows that your company understands the value social media has in brand recognition and reputation.
That means social media, too
The world is watching your presence on Twitter, Facebook, Instagram, etc. so it pays to have a dedicated customer service rep, or team, that monitors the corporate accounts watching for complaints, issues, and requests. By responding to these in a timely manner (remember social media is about instant gratification) you can win over even the most ardent complainers.
There will be exceptions
There will be times when responding via social media isn’t appropriate, say if a customer’s personal information is involved, and it’s fine to take these interactions off-line by following up with a phone call.
Just ask first.
Go one better than that and ask for their preference in channel type for any follow-up that becomes necessary. Maybe they only use Facebook messenger, or don’t have a working phone line right now, so email is the best option.
Here again, you’re showing that you understand where the customer is coming from and that you and your company are flexible enough to go where they are in order to resolve their issue.
Let’s wrap it up with a special add-on tip
Keep a single point of contact for the customer throughout their experience.
It’s a generally acknowledged fact that multiple support people will likely be involved in resolving any given customer issue. However, there’s no reason for them to have to tell their story repeatedly to each new employee who’s brought into the loop.
By maintaining a single point of contact, the customer knows that this person is on top of their problem and will be there until it’s resolved. It puts a name on an otherwise anonymous company. It’s then up to the CS rep to bring in other teams or escalate to management as required, as long as they are the one to get back to the customer. This simplifies the whole experience for the customer, and who doesn’t appreciate a simplified experience?
According to the HBR study referenced above, consumers who have positive experiences with a brand are 3 times more likely to recommend that brand to their friends and family. This applies even to companies they don’t do business with. You have the power to not only maintain your company’s reputation but to help it grow and expand to new markets simply by taking care of your existing customers wherever they might reach out.
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