“The customer service industry is especially ripe for situational passive aggressive behaviors in that service professionals are expected to demonstrate hospitable behaviors at all times,” says Signe Whitson L.S.W., C-SSWS. Working in a customer service department of a company can be rewarding yet exhausting at the same time. Many people love this job because it allows them to provide excellent service and customer care to those who have issues with their firm. At the same time, these people can also encounter troubles in the work that they do. There are times when they can meet irate callers or rude clients who can turn their good days into bad days.
If your work involves talking to customers, providing customer care or improving company relations with clients, then be sure to read the rest of this article. We have rounded up the top five phrases or sentences that you need to say to irate people. The ultimate key to enjoying your job is to know when to use these lines:
“I Understand Where You Are Coming From.”
This is the perfect line to say if the customer that you are talking to has several complaints about the products and services of your company. Do not shut them out right away whenever you can hear their complaints. Instead, make them feel that you sympathize with them. Take note that what you will do is merely to give an impression that you are on their side. However, it does not follow that you must agree with what they are saying.
“Please Let Us Know How We Can Respond To Your Concerns”
Do not be afraid to ask the customers on the other line about the answers that they want to get. At the same time, do not hesitate to ask them regarding their preference in addressing the issues that they have raised. Be prepared to have the correct answer to their requests. As much as possible, avoid promising anything because it will only make the situation worse. Come up with a strategy in such a way that the client would feel vindicated for whatever wrong she thinks may have been done to her.
“We Will Get Back To You As Soon As Possible”
As already mentioned above, the best or ideal thing to do is to prevent yourself from offering any promise. Remember that you work at a particular department in the firm. Your job is to see to it that all the concerns of the customers are heard and addressed. Nonetheless, this does not give you a blanket authority to decide how fast the other departments can respond to the requests or tasks required by the client. Be polite in informing the client about this specific issue. “Feeling disrespected is the primary cause of customer attrition,” according to Guy Winch Ph.D.
“Give Us Time To Look At Your Records”
This is the ideal line to mention if you do not know how to respond to the question of the customers. Do not worry because they will understand this process. All you have to do is to remind them that it is the policy of your company to review certain records before you can answer a particular question. When using this line, always remember to use the correct tone. You need to avoid sounding like you are unsure of what you are saying. Make sure to sound like you know what you are doing.
“Please Wait As I Connect You To Our Supervisor”
There are times when the irate customers are too much to handle to the point that you want to give up. Whenever this happens, the right protocol to follow is to connect them with your supervisor. Let them know the purpose why you want to forward the call to a superior. Aside from this, you can also mention this specific sentence if the clients themselves request for such a thing.
The measure of being an excellent customer sales representatives is in knowing how to keep your cool when it comes to dealing with the annoying customers. “The right attitude for the best outcomes is dispassionate, fair-minded and business-like,” states Kit Yarrow Ph.D.