This post is sponsored but I only share information I feel would be beneficial to my readers. All opinions are honest and my own.
I have worked in customer service most of my life, so I have dealt with a few angry customers. Although sometimes I wanted to say things that would probably make me lose my job I always followed these 7 steps and I made customer success my number one priority.
- Remain calm. The customer is already angry, so make sure that you have a nice tone, so you can try to calm the customer down. Don’t take it personally. Although you may feel like the customer is attacking you they are really angry with the company. For example when I worked at Target and a customer got mad at one of the policies that Target had it was easier for me to think that they are just venting their frustrations to me about Target. They are not mad at me and they just want help. If you can remain calm you and usually find a solution before it gets worse.
- Make sure you are listening to the customer. Nothing is worse than not listening to an angry customer. Make sure you are concentrating on every detail of the problem and never cut a customer off from talking.
- Find a solution. Listen to what the customer says and find a solution. If it is a meal give the customer the meal for free and apologize. If it is a retail store offer the customer a gift card. It really depends on the situation, but you will want to do whatever you can to get the customer to come back. If the customer leaves angry they won’t come back and they will be sure to tell their family, friends and social media about their experience.
- Ask a manager for a break after dealing with the customer to calm yourself. If you are the manager excuse yourself for a few minutes to get yourself together.
- Sympathize with the customer. Let them know you understand where they are coming from and you are going to try your best to make it right.
- Apologize and mean it. Don’t sound fake. In customer service, you have to remember that the customer is always right even when they are wrong. Some customers will go to the store when they are having a bad day just to take it out on someone else. You have to try not to let it get to you.
- Ask a manager for a break after dealing with the customer to calm yourself. If you are the manager excuse yourself for a few minutes to get yourself together. Even when you have remained calm to deal with the customer you might be emotionally drained from the situation and a few minutes away from the retail floor will help you feel better. During the holiday it can be worse because people are going to be upset they can’t get their kids favorite toy, a sale item or they may be more stressed out during this time of year for different reasons.
It is very important to have a good customer success platform and I hope these tips will help you this holiday season.