In the previous article I discussed how to respond to angry customers. Here goes the concluding part.
1. Speak softly: Even to the loudest and most abusive customer, you can’t hurl your anger. Instead respond in a steady not and speak very softly. If you shout or interrupt your caller, instead of resolving the issue both of you would be dwelling a verbal battle. And the original query will take a back seat.
2. Reiterate: Mirroring helps. Repeat whatever the customer says in your own way. Please remember that you are addressing the (non) technical,
administrative and emotional aspects of the customer concerns.
3. Own the problem: The customer may be irritated, he may have called the customer service department umpteenth time but nothing has been sorted out. Here, you need to empathize with the customer and need to assure him/her that his/her problem is your problem and you will personally take care of the issue. You may also show authority, that you have the requisite power to resolve the problem.
4. Customer comes first, problem second: Two issues that hit you here, one your customer’s emotional distress and second the technical or administrative issue. Always remember, don’t try to resolve the second issue first. Concentrate on the customer, listen to him, try to understand him (at least show) and then move to the second phase.
5. Triage: Try to find what actually had happened and how it went all wrong. Understand and analyze the problem and then take preventive measures.
6. Correct the issue: This is not a one time issue. Customer needs to be reassured that you will be there for him/her even if another problem occurs.
7. Follow Up: Following up with customers is a good way to establish a strong relationship with him/her.
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