What to do when a Customer Complains
Drawing the line at Violent Behaviour
As customer support professionals, we must put up with a lot. People take out their frustration on us and it does not always seem fair. And it is still our job to help them feel better. There is one scenario in which this will not apply. That is when an angry customer crosses the line and becomes abusive. Do whatever is essential to prevent putting yourself and your colleagues in danger of physical harm. Be firm, let customers know you’re there to serve them, but you won’t serve them if they’re being abusive.
Nobody should have to tolerate improper, violent behaviour. You might want to ask your organization’s security and security policy for certain measures to take when confronted by an abusive client. For now, here are a couple of general guidelines. Always put safety first. This is particularly true when serving a client face-to-face.
Here are a couple of examples. Yelling, profanity, using threatening or intimidating language, displaying threatening or intimidating body language,or some other unwanted physical contact or violence. The normal rules of customer service no longer apply when a customer crosses online.
Lastly, avoid confrontation. When it is a verbal debate, a physical confrontation, or a war of words on social networking, chat, or email, a confrontation is never a great idea. You could lose your job or even be physically hurt. Helping upset customers is a noble cause, but your safety is much more significant.
Maintaining the relationship
An angry customer, like any other client, has the potential to impact your business in many of ways. They may stop doing business with you. They can offer negative word-of-mouth advertisements by telling their friends about their bad experience. They may be upset in the moment, but we need them to feel better the next time they do business with our company.
And they can make your job harder if they are still mad the next time you serve them. I also look at maintaining relationships as a personal challenge. Among the greatest accomplishments in customer support is to discover a way to find an angry client to like you.
So how do you maintain a positive relationship when a client starts out angry? It begins by using the skills we have already covered in this class to help the consumer feel better. Let’s recap a number of them. Control your flight or fight instinct so that you can concentrate on helping the client. Empathize with the customer to confirm their negative emotions.
Running a review
Now I am not saying that all mad clients are the fault, but what I’m saying is there is always something we could do better. A willingness to learn from experience is the sign of a true customer service professional. Here’s how to finish an After-Action Review. Step one is to replay the situation in mind. The important thing is to focus on your own, not the client. Consider your thoughts, feelings and actions. Did you do anything which might have triggered the client’s anger or made it worse?
Finding room for advancement
It’s frustrating to deal with the very same complaints over and over again. When this occurs we’ve got two choices. Too many customer service workers let themselves feel victimized by a bad item, service or coverage. They use it as an excuse to stop trying their very best. Elite customer service employees opt to take charge, and try to do something.
Try to categorize each complaint.Here are a few to select from. Unpleasant surprises happen when something happens that should not, like a faulty item. Waiting refers to clients who feel they need to wait too long for support. Confusion occurs when a customer struggles to find out a product, service or process. Extra effort identifies situations where a client feels that they must work too tough to use your product or to get support.
Finally, repeat contacts refers to situations where clients think a problem is resolved, only to have to contact you for support as another issue pops up. Sorting complaints within these categories is helpful since there are various approaches we could use for each and every one.