Are you having trouble figuring out how to respond to a customer who’s upset?
It’s a common challenge in sales calls, and we’ve all been there.
And there are few things more challenging than picking up a call and hearing an angry customer express their frustration on the other end. It can be tough to assist someone who’s upset, complaining, or using strong language, and it can be even more challenging to find the motivation to help them.
These tough exchanges can leave a lasting impact, making it a bit of a struggle to switch your focus to the next customer, who might be perfectly pleasant.
But don’t worry.
We’ve compiled a list of five steps for handling difficult customers, which we came across in an article and thought it would be beneficial to share with you.
So, here’s a guide on effectively managing frustrated customers and defusing tension across various communication channels:
Keep Your Cool and Pay Close Attention
You know, when that customer starts going off on the other end of the line, it’s easy to feel a bit defensive, especially if you’re certain they’ve got it all wrong. But hey, remember, your superhero cape says “Customer Support” for a reason!
So, put on your listening ears, be all ears, and give that customer your full, undivided attention. Focus on their words, not the fiery emotions behind them. Show them you’re truly in the groove by repeating their concerns, throwing in some clarifying questions, and making sure your superhero cape doesn’t interrupt the conversation.
Here’s a friendly example for you:
- Customer: “I received this product in a damaged condition, and I’m really unhappy because I needed it for work.”
- Customer Support: “I’m genuinely sorry to hear that the product arrived damaged. I understand how frustrating this must be, especially when it’s crucial for your job…”
Show Empathy and Connect on a Human Level
Put yourself in their shoes – it’s like trying on a new pair of sneakers! Instead of rushing headlong into finding a solution, take a moment to acknowledge and validate how your customer feels.
Here’s an example:
- Customer: “I ordered this gift for my mom’s birthday, and it arrived damaged. It’s really disappointing.”
- Customer Support: “Oh no! Your mom’s birthday is such a special occasion, and a damaged gift is the last thing you’d want. I totally understand how disappointing that must be, and I’m here to make things right for you.”
Keep the Conversation Positive and Your Tone Cool
When the heat is on, remember to keep your cool and spread some positivity.
Using negative language with an angry customer can be like adding fuel to the fire. Instead, choose your words carefully, maintaining a calm and positive demeanor to guide the conversation towards a satisfying resolution.
Pro tips:
- Steer clear of language that might make the customer feel isolated or as if their concerns aren’t taken seriously.
- Opt for words like “absolutely” and “definitely” rather than “actually” or “unfortunately.”
Foster and Uphold Trust
We all slip up sometimes, and that’s perfectly alright. It’s an opportunity to rebuild and strengthen the relationship.
Here’s how you can do it:
- Take ownership: When you’ve made a mistake, don’t hesitate to admit it. Customers appreciate when you step up and take responsibility, and it helps in breaking down any initial barriers.
- Be open and honest: Guide your customer through the entire resolution process, being transparent about each step. This way, they can see you’re putting in all your energy to assist them.
A Simple "Thank You" Goes a Long Way
Sometimes, all it takes is a sprinkle of gratitude, even with a grumpy customer! Saying “thank you” for bringing up an issue can be like a secret handshake that instantly connects you. It shows that you consider them a VIP in your business and can even reveal hidden gems of feedback.
- When customers drop feedback, whether it’s as sweet as candy or as spicy as a jalapeño.
- To give them a virtual high-five for their epic patience during a lengthy resolution process.
What Comes Next?
Clearly outline the next steps for the customer.
You may not always be able to immediately resolve the problem for an upset customer.
When that’s the case, it becomes even more vital to communicate precisely how your team plans to address their issue and what they should anticipate
Here’s a crowd-pleasing strategy:
Walk your customers through a roadmap of how you’ll tackle their issues. This roadmap should be as clear as the GPS on a road trip and include:
- Immediate actions you’ll take on their behalf
- Subsequent steps in the process
- When they can expect a follow-up or resolution
Communicating clear next steps prevents the situation from escalating and placing additional pressure on your team.
By following these steps, you can defuse your customer’s frustration and work towards a resolution.