Working in the customer service industry can be a struggle on most days especially if you encounter irate customers on a regular basis. Your company requires you to remain happy and positive while the client is already bombarding you with negative comments. It can be frustrating to hear this person complain about the products and services of your firm.
Fortunately, there are several effective ways on how you can handle a customer who gets annoyed or cranky easily. In this article, we are going to show you the top effective methods of dealing with irate customers. Here are the top things to remember:
Remember What You Do
The first step that you need to take is to understand the fact that irate customers will keep on nagging until they get tired or cut off from the line. For this reason, it can be easy to feel pressured by their endless nags to the point that you want to answer back. Be sure to avoid doing such thing for it can cost your entire job. Remember that your boss expects you to be patient in dealing with the said clients. If you do not like what they say, just ignore it and move forward so that you will not feel stress. “Be purposeful and in control of your emotions and behavior rather than reacting to someone else’s agenda,” suggests Kit Yarrow Ph.D.
Let Them Talk
Avoid interrupting the customers as they vent out about their issues with your company. Even if you think that what they are saying is pointless, you still need to make them feel good about calling. Let them open up about the problems that they have encountered through the use of your products and services. When you do this, they will feel valued. They will think that you are considerate enough to hear their complaints. You will be surprised with how their mood can improve instantly the moment they notice that you are listening. “Good customer service means hassle-free, efficient systems, especially when it comes to complaint handling,” explains Guy Winch Ph.D.
Always keep in mind that staying professional at all times must be your ultimate goal when it comes to answering phone calls. Even if you are experiencing a bad day at work, it is still essential on your part to render the type of job that your employer expects you to accomplish. Remain calm at all times to ensure that you will not do anything that you will regret in the future. Aside from this, you must never take the conversation personally. Be patient in handling this issue. “Patience is a muscle we can strengthen. The key is to employ some relaxation strategies, avoid making assumptions and refocus on our emotional needs,” says Margarita Tartakovsky, M.S.
Did you know that all that the customers need to hear from you is that you are sorry for what happened? Be sure to own up to the mistakes of the firm. However, you must do it in a way that will not cost some losses for your firm. Otherwise, you can get fired for this error. What you must do is inform the customers that you understand how they feel. Afterward, let them know that you apologize for whatever happened. Avoid converting a small issue into a big one.
This is the most crucial part of all. You must learn the art of problem-solving to make sure that the irate clients will begin to feel better during the conversations. After identifying the main reason why they called, the next step to take is to find the perfect solution for such issue. The answer does not need to be highly technical as long as it is correct. If you are unsure of what solution to choose, do not hesitate to ask around. The best person to talk to is your supervisor or manager.
Keep in mind that you have what it takes to be in control of what you feel and think during conversations with irate customers. Be smart in talking to them!