What does it look like?
If you exist in the workforce as an entrepreneur or an employee you likely deal with angry customers once in a while. If you haven’t, bless your heart since you probably haven’t done enough business. It is nearly impossible to satisfy everyone that crosses your path.You may wonder how do I deal with this?
Note To Whom It May Concern.
Always note, the consumer is not unhappy with you. Really, they aren’t. They are dissatisfied with the product’s success or the quality of the service you offer. Your personal feelings are beyond irrelevant. Thus it is important to realize that these grievances are natural. Above all, approach angry customers with calmness and respect. In other words listen and improve, despite how harsh the comments may be.
It is hard to know what your customer is feeling but with the right approach you can lessen the mystery.
How To Resolve Customer Disagreements
Listen, Then Prove That You Listened
Firstly, this is your customer’s narrative, let them receive your undivided attention. It is imperative to not interrupt, since it would risk further enraging your client. Whether it is a conversation via phone or text it helps to show your ability to understand.
But for in person conversations two techniques can be used together or separately, these are the “heuristic effect” and active listening.
The heuristic effect describes loosely the power of emotions on situations. Thus practicing to listening while reflecting, helps you to understand what the other person is saying.Thus, by reading their body language and their expressions gives you insight on how you should approach. Thus, react by reflecting your customer’s thoughts and feelings.
Meanwhile, active listening entails less emotions and more listening. You will be able to solve a dilemma by paying careful attention to the words so that you can respond as easily as possible. Active listening tests your on the spot problem solving skills.
A main aspect of successful communication is ensuring you and the customer are on the same page. And once you’ve identified the root cause of the rage, reiterate what you’re hearing back to the customer to make sure you understand each other, and let the customer know their questions have been heard and will be addressed.
Sympathize, Empathize and Apologize.
Just as important as staying calm when dealing with an angry customer, being honest is vital too. Customers can tell when you are patronizing them. Why? Because they are human beings. So make sure the word choice and tone are intentional and polite. No one likes to be disrespected, and even if the customer come is enraged, make sure that you take the polite form to alleviate stress. This ensures the customer feel like they’re taken seriously.
A disappointment for clients is the feeling that their case for help is not important to your business. This is particularly prevalent for organizations with large or foreign teams serving their customer base.
By emphasizing how important the case is to you, your support staff, it is eliminates this feeling. Let them know what you are doing to alert key stakeholders and how this contact can contribute directly to speedier resolution. Also if it’s just one rep who works on their case, the customer will feel like their entire support team is aware of their problem. And last but not least apologize!
Finally, you have to give the consumer a solution. This can be tough, because the result the customer wished for would not always be the one. If they aren’t absolutely satisfied, you should ask them what they’d like to change, and then look for a middle ground. Think of it as getting the ball rolling. Not all solutions would be perfect but the key is finding one that suits you and the consumer.
Cut Ties And Move On
As harsh as it may seem it is necessary, the shorter the ordeal the better. Take all suggestions and criticism and leverage it to make your products better if you can. Consider that some difficult customers simply can’t be satisfied. Thus try to sever the relationship completely. As a result, actions should be taken especially if the dissatisfaction progresses to harassment and abuse towards employees. Although instances are rare, you have a responsibility to protect your employees and integrity.
Act quickly to support and address angry customers. The longer clients wait, the more they seethe. Let them air their argument without intervening. Empathize and echo the feedback from the client, keeping a cool, optimistic tone. A wrathful person may relax by you lowering your voice and speaking slowly and calmly. When you are unable to have an immediate solution, take contact details from the customer and let them know how you can assist, and about how long it will take. Make the customer feel appreciated. Ensure that they’re not going to be forgotten and they’re linked to somebody who’s accountable and available for for the follow up interview. Most Importantly try your best to resolve all claims.