06/04/2020
Many a times, customers who are angry aren't expressing frustration with you. So, put your great communication skills to work, draw on your superpower of reading the situation, and use these seven psychological tips for managing difficult customers to save your customer from churning
A.) Remain calm - This is the first thing to do when you get a compliant from a customer.
Practice active listening - By doing this, you'll be able to figure out what is making the customer angry and how to resolve the issues.
B.) Repeat back to the customers what you heard - Once you've understood the root cause of the frustration, repeat back to the customer what you're hearing to make sure you understand each other, and to let the customer know that their concerns have been heard and will be responded to.
C.) Appreciate them for bringing the issue to your attention - Thanking them for voicing their concern to you can go a long way toward building rapport with them.
D.) List the steps needed to resolve the problem. Whether it's something simple you can do over the phone, or if you'll need to go through a process with them, let them know so they can feel heard and at ease.
E.) Set a time to follow-up with them if needed – Some problems can't be solved in just one phone call and might require you escalating to another department or a manager. If this is the case, notify the customer, and give them a timeline of when they can expect to hear from you next.
F.) Be sincere - It's important to be sincere when handling a customer’s compliant. Customers can tell when they're being spoken to in a patronizing or equally angry manner, so make sure your word choice and tone are deliberate and respectful.
G.) Highlight the case's priority - A shared frustration for customers is the feeling that their support case isn't important to your business. Make them know they are valued and their worries will be sorted.
Practice the above when next you have an upset customer.
