Anyone who has ever worked in a customer service job knows that feeling; the feeling when everything goes from smooth sailing to a full-blown customer service crisis in a matter of seconds.
Not only do many people struggle with how to respond to customer complaints, but it also leaves some of us struggling to recover and focus for the rest of the day. At AnswerFirst, our customer service professionals have provided exceptional answering services since 1985, and over the years we have learned the tips and tricks needed to survive inbound customer complaints. Whether you happen to answer the phone and are confronted with a complaint, or if you’re dealing with upset customers or clients face-to-face, these four tips will help make the experience as painless as possible, for both you and the customer.
- Always respect the customer. No matter what industry you work in, you’ll likely have to deal with angry or rude customer calls or interactions at some point. Don’t fight fire with fire. Take a moment to calm yourself down, take a deep breath, and consider what the customer has been through. At the end of the day, your business is all about the customer. Speak to your customers, even the upset ones, in the most cheerful, polite and respectful manner you can.
- Get to the bottom of the problem. Ask your customers questions to determine the real reason why they are upset or angry. Be sure to ask open ended questions – questions that don’t elicit “yes” or “no” answers – to get to the root cause of the complaint. Don’t be afraid to ask, “What can I do to make you happy?” Focus on the problems that can be solved.
- Don’t take it personally. Most of the time, customer complaints have nothing to do with the person answering the phone or fielding the complaint. No matter how angry a customer is, realize that it’s not YOU they are mad at.
- Document the call or interaction. Take notes during the call or document the call or interaction immediately afterward. Writing it out well help relieve stress and it will help you recover faster. This also helps you to remember important details if they are needed later.
And, to survive customer complaint calls in the most painless way possible, consider using professional answering services, like the ones we offer here at AnswerFirst.
Want to learn more about our services?
Contact us today at 1-800-645-2616 or fill out our online request for more information and we’ll send you our pricing and plans packet today!