Dealing with the angry customers could be one of the most challenging aspects of the customer service job. These are situations that could quickly escalate to tense moments leaving an impact on the customer’s desire to do business with a company in the future. But the good news is that there are many different ways of dealing with the angry customers and is willing to work together finding a solution to the issue. Given below are some of the phrases that would help to resolve the situations with customers who have become hot under collar.
Asking them what exactly has happened?
The first step while working in the call centre organization and the angry customers is giving him time to share his story or experiences he has had with your products and services. And once you have given him the opportunity then do listen to him without any interruption until and unless he has finished relaying the issue to you.
I am sorry for the trouble you have faced.
Sometimes these simple words speak volumes of your customers.
I do understand what has made you upset.
This generally shows the customer that you are listening to their problems and you are prepared to empathize their situation.
Would you mind if I write this down?
This generally tells your customer that you care enough about his issues documenting it, and implying that you have intended to follow up with your customers unless and until a solution has been carried out to completion.
Checking if you have things right?
Active listening here would generally involve the customers repeating back the situation preventing misunderstandings and ensuring that the right solution is been presented the first time around.
Working together to find the right the solution
By bringing the customers into the right solution problem, he gets a say in how is problem is actually being handled.
This is what I would be doing for you.
This is the best opportunity of providing your customers with the solution for the problem they have been facing. So try and be specific using time and dates allowing them to know when would the problem be resolved fully.
Is the solution working right for you?
This is nothing about giving your customers the right to accept or reject the solution that is being offered to him. And in case the customer does not find it satisfactory then find out what are the changes that has to be brought bringing the solution in line as per the expectations of your customers.
How do we resolve this problem?
If the initial suggestion provided by you to your customer fails to satisfy your customers even after talking about the possibilities together, then try and ask what he would like to have from your business. It could also mean that your customer continues to believe that he is getting an additional incentive to keep his business up with your organization especially if your inconvenience was significant.
Were you satisfied with the solution provided? And would you be willing to come back to us again?
This question could be asked during the time of initial transaction or at a later date. The most important you need to remember here is of following up with the customers at some point and checking out if the solution here has worked out for him or her.
To conclude angry customers are generally believed to be the crux of the customer’s service job, and they don’t have to ruin the day. With these few keyword phrases in mind along with some positive attitude and empathy for your customers you could transform a potentially angry, tensed experience into a positive experience of your customers.
About the Author
Abhishek Jain has over 10 years of experience within the BPO Industry and Human Resource outsourcing services. BPO and contact centre services delivers and manages various offshore/onsite projects in various technologies and domains.