Dealing with irritated customers can be tough, especially if they are frustrated with a service and need to vent it out on someone. Treat every unhappy customer’s complaint as an opportunity to build a better relationship with them. It is your company’s chance to show them that they are a valuable asset and that every customer is special to your company. However, this largely depends on the way you deal with unhappy customers. Here are valuable tips you can use to deal with unhappy customers in the most appropriate manner.
1) Listen With Intent
It is important to actively listen to a customer’s complaint and pay attention to what they have to say. Acknowledge their statements during your conversation without interrupting them. Read through any recent complaint history in your database, if any, before you respond to them. Paraphrase their words to let them know you are following what they are trying to put across. During the initial stages of the conversation, it is important to ask clarifying questions to make sure you are on the same page as them.
2) Maintain a Calm Tone Throughout the Conversation
Concentrate on what the customer is saying rather than the anger attached to their words. They are angry with the service, not you. It is vital you keep your composure and maintain a calm tone when speaking with the customer. There is nothing you can gain by talking back at the customer in a similar angry tone. This will only escalate the matter making it tougher to resolve.
3) Empathize With the Customer
Empathizing with your customer is by far the best way to show them you care. It is a way of showing a customer that you understand their problem. However, by empathizing, you are not admitting to any fault but only relating to their feelings on a personal level. Empathizing with a customer is a great way to deescalate matters when dealing with an unhappy customer. It is a good way to guide your response and reaction.
4) Use the Customer’s Name
Using the customer’s name will personalize your conversation with the customer. It is a great way of showing customers you care and are doing your best to relate to their problems. This is a good trait, especially when dealing with an unhappy customer.
5) A Clear Apology and Brief Explanation Can Go a Long Way
In case there has been a mistake on your company’s part, it is important to acknowledge and apologize to the customer for the same. Keep your apology clear and thorough. This will show that your company takes complaints very seriously, and regrets any inconvenience caused. You can also offer a brief explanation as to how the mistake may have occurred.
6) Build a Customer’s Trust
Building an unhappy customer’s trust is tough especially when they are critical of a service. However, to move forward and help them better, it is important to build their trust and maintain it. You can do this by understanding their problem and being confident when addressing them. This will go a long way in assuring them that they are in good hands. You can even win over their sympathy by offering a quick explanation of why the problem may have occurred.
7) Avoid Negative Language
Steer clear of any negative language when speaking with an unhappy customer. Using negative language will annoy and aggravate matters even more. Instead, use positive language to put your point across to the customer. This will work toward building their trust and confidence in you.
8) Resolving the Issue
This is every consultant’s primary goal, which seems to be tougher with unhappy customers. It is best to be honest when resolving a customer’s problem. Inform them well in advance if resolving their problem may take more time than usual. However, be careful when setting any expectations of the customer, as not meeting the set expectations may agitate an already unhappy customer even more.
9) Take a While To Reassess Your Interaction
It can be a good idea to take a time-out to regain your composure once you are done dealing with an unhappy customer. You can assess your handling of the situation and even give yourself a pat on the back for doing it professionally. Conversations with unhappy customers can be tough and stressful. You can always choose to walk it off or speak to someone to take your mind off it and move on to your next customer.
How you handle unhappy customers can make or break their perception of your company’s brand. These tips will help you deal with unhappy customers professionally and give them a positive customer experience altogether. Assisting customers in this manner will create a better and long-lasting relationship between the customer and your company.
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