Keep these great tips coming. Consumers tell twice as many people about poor experiences than positive ones. Let me handle this and I will get back to you within the hour, with my results for you.”, I was a difficult customer once. 9. The first step when dealing with an upset or angry customer: listen. I fought the”apologizing” because, to me, it sounds so fake. Of course, most agents have dealt with enough Threat-Makers to know that, despite their dogged self-conviction, the vast majority of threats levied are as empty as a church on Monday morning. Find out below, and if you remember these words, the right statements to use should start to fall off the tip of your tongue. Thank you … (for bringing this to my attention, being straight with me, for your patience with us, your loyalty to us even when things go wrong or your continued business). Lucky for me there are nearby witnesses to these instances as we all sit next to each other. Here, we present our analysis of the four main irate customer personality types and our list of suggested phrases for tackling these most difficult of characters. Would you like for us to call you back when you feel a little calmer” would be like throwing a bomb into a fire. !God bless!!! more explicit and more vivid examples. Sticking to one’s guns is the key to success over the Threat-Maker; offering inappropriate compensation will serve only to encourage future complaints. It validates the customer’s feelings and recognises that the situation is causing it. I was like BAMN stop being annoying you, she is actually telling ur the truth of how she can’t help you. So, remember always stay calm and you’ll shine. Ps. I can only answer that question one way which is no. Say it wrong and you will wind them up even more but you can say almost anything you like so long as you apply the emotional formula right. Thank you for sharing your ideas guys! it’s helpful. As such, it’s important again to remind staff not to react to intimidation; to do so would just give the caller further ammunition, and add weight to a grievance that was, perhaps, spurious. But in the interim, it would do no harm to offer some words of empathetic reassurance…. So, sit back, relax and let the customer rant and rave. Thanks and keep up the good work. thank you. Understand the root cause of issues identified and assure the customer the organization will try its best in ensuring same does not re-occur. In my opinion regarding handling difficult customers, I believe it is more important over apologizing/empathizing, that CSRs state clearly how and when they will resolve customers’ complaints as most customers only get upset because they had to make similar complaints repeatedly. For all the cash you spend preparing your staff, the pinnacle of customer service is all in what you tell disgruntled customers and how you say it. No better customer service agent then a retention agent, you handle the call to the best you can and then pass to a different department that resolves the issues; and its usually the retention agent who do because there on at least a sup level skills on handle it better then normal, take my word for it because its the truth and the is gonna hurt when told. How you handle an unpleasant interaction with an angry caller will result in either a successful resolution to the problem or a lost customer. Im in customer service for 2 years and yet too. I’ve started saying “I apologize for the inconvenience” and “I can relate to how you feel, I am a consumer myself”. My take away here is that you need to be professional no matter what. They are shouting at the business you work for. You have severely failed your customer and, should the case be publicised on social media, the ramifications for your business could be serious. Customers believe that they expect an apology. The reason? Listen, then say … The first step when dealing with an upset or angry customer: listen. Use your best listening skills. Before we tell you what to say to an angry customer, here are a couple of tips to get into the right frame of mind: Keep calm. it is critical the staff don’t make the customer feel less than or at worst silly for an opinion or thought…, A customer is always a customer. How to Coach Empathy in the Contact Centre – With Three Training Exercises, The Top 12 Acknowledgement Statements for Customer Service, Erlang C Calculator Excel Including Shrinkage, Monthly Forecasting Excel Spreadsheet Template, Multi-Channel Contact Centre Calculator Tool – Phone Email Chat, The Top 25 Words to Describe Yourself on Your CV, The Top 100 Excellent Customer Service Quotes, 18 Empathy Statements That Help Improve Customer-Agent Rapport, “Sorry for the Inconvenience” – How to Offer a Genuine Apology, 50 Quick Ideas to Improve Contact Centre Performance, 15 Great Ideas to Make Remote Working Fun, 10 Employee-Focused Customer Service Goals. Passive-aggressive customers may sound appropriate in the beginning; however, as the conversation progresses look for signs when they exude unpleasant feelings in an indirect manner. In this article, we'll explore how to deal with angry or difficult customers. For more example of words and phrases to avoid when talking to customers – angry or not – read our article: 15 Things a Call Centre Agent Should Never Say (But Many Do). See the difference? There are a few manipulative clients who realize they have all the power as the customer and you, low employee answering the phone, have to take their abuse, accept and not refute their wild accusations that you are somehow to blame for the actions of your higher-ups. This is especially the case when working in technical support or repairs, as if you say you understand them and then try to redeem yourself by saying you have had the same problem, even the nicest customer will pick up on this and get annoyed, assuming they have bought a faulty product from a bad brand, and may start to demand a replacement. Once the customer starts to deflate, affirm their new, more cooperative demeanor. Instead, say “Unfortunately you’ll have to wait because… Angry customers don’t have time to wait. Now what i can do for you is i can speak to a team leader to see what options we have as i have found 2 minds are better than one and i can then advise you of what you need to do. 8. An upset customer has your ear, and now he expects you to respond. I think this should help. As an immediate solution, I’d like to suggest …. The following is a list of phrases best suited to dealing with this type of angry customer; note that the words of particular importance have been highlighted – for best results, these should be repeated at various points throughout the conversation. An apology given where it is not necessary is of no value to the customer and only serves to engender feelings of resentment in the agent. Here’s how to handle an angry customer. 5. From personal experience, I can tell you that it never goes down well with the customer because to them you do not understand. 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