Upset Customers and How to Deal With Them

November 20th, 2015 A Personal Answering Service

Angry Caller
No matter the job, you will always have to deal with upset or disappointed customers and consumers.
With that being said, angry customers will not always be the easiest or happiest to deal with. More often than not, there will be customers that are not happy with the services or products that you provide and you will have to find a way to deal with it properly and professionally.
The first step you should take when dealing with an upset customer is adjusting your mindset.  Once you put aside any opinions of your own on the matter, you can focus on the task at hand: settling the matter and helping the customer.
With this in mind, the next step should be to actively listen to the customer. Ask the customer questions about what happened or what issue they are having, and listen to what they are saying to you. At the early point of the conversation, all they want is to know that their concerns are being heard.
After listening to the customer’s grievances, you should repeat these concerns back to the customer. This will not only guarantee that you’re addressing the right issues, but it will also assure your customer that you are hearing him or her out. Be certain that you empathize for any wrongdoings that you or your place of work might have caused this customer and devise a possible solution to their problem.
Once you have developed your solution, you should immediately take action and explain every step on how you’re going to fix their problem. Once this takes place and the situation is finally resolved, you should always follow up with your customer to ensure their satisfaction.
Finally, ask your customer for feedback. This can help you determine how well your resolution skills worked to satisfy the disappointed customer, and can help you improve further in the future.
As with any phone call, if you can’t handle the situation or need to get someone else in on the phone call, do so. It goes a long way to direct them to the person they need to speak with if you can’t help them yourself.
Have questions about customer service and handling clients on phone calls? Contact A Personal Answering Service today!

Leave a Reply