How Do I Handle Upset Customers on the Phone?
If you work in customer service, you’ve undoubtedly had that dreaded phone call: an irate consumer who threatens to cease purchasing from your company and post a scathing review. You may lose a valued client if you handle the conversation poorly. And if they leave a negative review, it could jeopardize your relationship with countless new customers. The pressure!
Here are some tips on how to handle upset customers on the phone:
- Remain calm and professional at all times
- Avoid getting defensive or argumentative
- Listen attentively to their concerns
- Apologize sincerely for any inconvenience they may have experienced
- Take responsibility and offer a solution
- Thank them for their business and for bringing the issue to your attention
By following these simple tips, you’ll be better equipped to handle upset customers on the phone and keep them as valuable clients.
Remain calm and professional at all times
The first and most important tip is to remain calm and professional at all times. It can be difficult to keep your cool when someone is yelling at you, but it’s important to remember that the customer is not upset with you personally. They are just frustrated with the situation.
Avoid getting defensive or argumentative
Another important tip is to avoid getting defensive or argumentative. This will only make the situation worse and will likely result in the customer hanging up on you. Instead, try to understand their concerns and offer a solution.
Listen attentively to their concerns
It’s also important to listen attentively to their concerns. This shows that you care about their problem and want to help resolve it. Avoid interrupting them, and let them know that you understand their frustration.
Offer a solution
Once you’ve listened to their concerns, it’s time to offer a solution. If there is something you can do to help, let them know. If there is not, be honest about it. The important thing is to try to resolve the issue to the best of your ability.
Thank them for their business and for bringing the issue to your attention
Even if you’re not able to resolve the issue to the customer’s satisfaction, thank them for their business and for bringing the issue to your attention. This shows that you appreciate their feedback and are committed to providing the best possible experience for all of your customers.
Follow up after the phone call
Finally, don’t forget to follow up after the phone call. This shows that you care about the customer and want to make sure that their problem has been resolved. It also gives you an opportunity to apologize if you were unable to resolve the issue during the phone call.
Although we will never be able to do away with upset customer calls, we can manage the conversation with more confidence and tact. By having the right tools and a little practice, you can build better customer relationships, foster loyalty, and create a great reputation. Maybe reducing the number of upset customer calls sounds like a win-win situation to you too.