We all have to deal with an angry customer once in a while. We noticed this article by Grant Olsen and wanted to pass it along to our subscribers. We have summarized its main points below. But, we encourage you to read the entire article for its valuable information.
Knowing how to deal with angry customers is essential to business success. You need to know how to handle these individuals.
Consider these statistics about how global customers feel about the role of customer service:
90% say customer service is important to their choice of and loyalty to a brand.
58% won’t hesitate to sever the relationship if those expectations fall short.
More than half of your customers, grumpy and delightful alike, will cut ties with you if you aren’t meeting their needs. Solving their problems is how’ll you develop loyalty that lasts.
Let’s review a few more crucial stats that drive home the role of customer service in your success:
- 94% of customers are likely to purchase more products if you have very good service
- 94% of customers will recommend your company if you have very good service
- 90% of customers say they trust you to take care of them if you have very good service
- 84% of customers say they will not trust you to take care of them if you don’t have good service
- 77% of customers will forgive you for a bad experience if you have very good service
- 85% of customers will not forgive you for a bad experience if you don’t have good service
“Increasing your customer retention can drive revenue and profitability.” Says Mary Kate Miller.
Improve Your Customer Service or You’ll Fall Behind
With customer service directly impacting how much customers trust you, purchase from you, refer others to you, and are willing to pay for your products, it’s clear that any improvements you make can deliver a strong return on investment (ROI).
9 Tips for Your Customer Service Team
- Start with an Introduction -It’s helpful to give your name and ask the customer for theirs. This simple clarification turns “us-against-them” scenarios into conversations. Using their name also conveys your interest in resolving their specific problem.
- Use a Calm Tone -Our natural inclination is to match the tone of those speaking to us. Don’t.
- Keep It Professional -Even though a customer might be directing their ire toward you, it’s not really personal. Don’t let their anger bring you down.
- Don’t Get Condescending -There are times when a customer is straight-up wrong about something. But watch out for inflammatory phrases such as “For your information” or “That’s actually not the case.”
- Make Sure You Understand -It can be hard to decipher the truth behind the frustrated fuming of some customers. The best way to improve your comprehension is to totally commit to listening, as customers can tell when you’re passively listening.
- Give an Apology -The opposite of condescending language is a simple apology. You’ll set the stage for a more productive conversation by letting the customer know you’re sorry.
- Be Empathetic -A little empathy goes a long way in tense conversations. And don’t worry about your empathy serving as an admission of guilt.
- Provide a Solution -This is where you make or break the conversation. All the empathy and sincerity in the world instantly evaporate if you can’t deliver a resolution.
- Use the Experience to Get Better -Each conversation with an angry customer should be treated as a chance to learn. First off, look for trends in the complaints and be sure to pass on the feedback to the necessary teams within your company.
We have written in the past about the importance of properly responding to customer complaints. By sharing these experiences you can hopefully reduce additional customer frustration in the future.
James P. Randisi, President of Randisi & Associates, Inc., has since 1999 been helping employers protect their clients, workforce and reputation through implementation of employment screening and drug testing programs. This post does not constitute legal advice. Randisi & Associates, Inc. is not a law firm. Always contact competent employment legal counsel. Mr. Randisi can be contacted by phone at 410.494.0232 or Email: firstname.lastname@example.org or the website at randisiandassociates.com.