Many companies have to deal with angry or unhappy clients as part of their roles, and it is never easy. But if we know what to say and, more significantly, how to say it, we may be able to save the situation. It is simpler for customers to publicly share their experiences, and the way they respond to unhappy customers will determine what they say about you afterward. Joseph Stone Capital advises about the things that can be done to make sure that you properly respond to an unhappy customer so that you both experience the most pleasant outcome possible.
Following are the key ways to turn unhappy customers into a valuable resource for your business:
• Listen Closely to Customers
Listening is a vital element of customer service. When an agent must deal with the complaint of an angry customer, he should take the time to listen to the customer actively or passively. Not disrupting the customer, letting him convey his anger, and taking the time to build an individualized and personalized relationship with him will allow your agents to listen well and engage in conversation with customers. Recording conversations could prove strategic for cases of very angry customers but also for the skill-building and training of your agents.
• Reduce Wait Time
Most of customers believe it is important to obtain an immediate answer to a customer service problem. For a customer who is already upset, nothing is more annoying than having to wait a long time before being able to speak with an agent. Decreasing wait time is thus an essential challenge for your company and the customer experience. Financial Advisor Joseph Stone Capital believes that setting up an interactive voice response allows your business to organize operations and route your customers toward the most competent available agent. It is also possible to offer your customers callback options if they do not want to stay on the line waiting for an agent to become available. After a customer is connected to an agent, make sure not to make him wait during the conversation to not renew or increase his original frustration.
• Show Empathy
At every step of customer service, your agents represent your brand image. The empathy they show to angry customers is a crucial factor. This feeling can be defined as an ability to know, recognize, accept, and at times share emotions with the other speaker. The ability of your agents to put themselves in the shoes of your angry customers shows their attention and understanding and also plays a key role in merging these customers with your brand. Empathy is thus essential to building a trusting relationship with your customers.
Quality customer service is an undoubted asset for your business and brand. To make it optimal, invest in the right tools and favor a contact center solution that enables your agents to better manage unhappy customers.
By listening to your unhappy customers you can generate the most pleasant outcome possible. You can even turn an experience with an unhappy customer into a chance to drive profitable change and growth for your business.