>>Looking
for things NOT to do with angry customers.
What are
some proactive things call center agents can avoid doing
so not to arouse anger in customers who are calling with
a problem?
Myra's
answer to What
are some proactive things call center agents can avoid
doing so not to arouse anger in customers who are
calling with a problem?
I
recommend sharing with your call center agents 7
common mistakes well-intentioned professionals make when
it comes to dealing with unhappy customers. By doing
so you can show them exactly what not to do so
that they are well positioned to completely regain the
goodwill of unhappy customers after any service mishap.
1. Telling the customer he or she is wrong. You
will be smart to NEVER tell a customer they are wrong or
mistaken. Telling a person they are wrong arouses
opposition and will make the customer want to battle
with you. (Ever tell your spouse they are wrong?) “It
is difficult, under even the most benign conditions to
change people’s minds.” So why make it harder by
starting out on the wrong foot? If you know your
customer is wrong, it’s better to start off saying
something like, “I thought the contract read
otherwise, but let’s take look.”
2. Arguing with a customer. You must realize you
cannot win an argument with a customer. Certainly, you
can prove your point and even have the last word. You
may be right, but as far as changing your customer’s
mind is concerned, you will probably be just as futile
as if you were wrong. Your goal in complaint situations
is to retain the customer, not to be right. If you win
the argument, you may very well have lost the customer.
Think carefully about the response you want to give and
ask yourself, “Is my reaction one that will relieve
the problem, or will it just relieve frustration? Will
my reaction drive my customer further away? What price
will I pay if “I” win the argument?” The only way
to get the best of an argument is to avoid it.
3. Telling a customer to calm down. Certainly,
there are times when a calm disposition would make every
one's life easier, but telling your customer to calm
down is rarely effective. Like you, your customers don't
like to be told what to do. Try this approach instead:
"Clearly you're upset and I want you to know that
getting to the bottom of this is just as important to me
as it is to you."
Learn
how to deal with difficult customers with ease
New
video training series by master trainer, Myra Golden. Learn
more.
4. Failing to apologize to customers in the wake of
problems. One of the easiest and quickest ways to
diffuse anger, create rapport, and regain goodwill with
unhappy customers is to apologize. Offering an apology
to a customer who experiences a problem should be a
natural response from customer service providers. Yet,
recent research reveals the startling fact that 50% of
customers who voice a complaint say they never received
an apology.
Not only does an apology give "soft benefits"
such as creating calm, shaving minutes off of talk time,
less stress on the employee, etc., it can also translate
into significant and measurable savings in reduced
lawsuits, settlement costs, and defense costs.
An apology does not have to be an admission of fault. It
can be offered to express regret. For example, "I'm
so sorry for any inconvenience this misunderstanding has
caused you."
5. Escalating voice. Avoid the temptation to yell
just because your customer is yelling. You don't want to
get caught up in their drama. Instead, remain centered
and calm, relying on your ability to communicate with
diplomacy and professionalism.
6. Not allowing the customer to vent. An angry
customer can be compared to an erupting volcano. When a
volcano is erupting, there is nothing you can do. You
can’t tame it, can’t speed it up, and you can’t
control it. It must erupt. But erupting volcanoes
eventually subside. Your angry customer – who is
intensely emotional – is the same way. He must erupt
(that is…express his anger through venting). You
can’t tame the customer, you must simply let him vent.
After briefly venting, most angry customers will begin
to calm down. Let your customers vent.
7. Proclaiming to the customer: “This is all I can
do.” You are there to help. Give your customer
options and look for every way you can help.
Free
Customer Service Newsletter
Sign-up
Now and Get a Free Dealing with Difficult Customers
Video
I
was very pleased with Myra' presentation, but even more
so, I was left with a sense of new energy and desire to
put her recommendations to use. I
can't wait for Monday!
Tim
O'Laughlin
The
Coca-Cola Company
You're invited to
subscribe to Myra Golden's weekly customer
service newsletter, designed for those who oversee
customer service operations and frontline service
professionals who want to build loyal relationships with
customers and restore customer confidence in the company
after service failures.
Sign up now and get 6
free videos from Myra's Dealing with Difficult Customers
series. We'll send you a link to view your free
downloads the moment you sign up. These videos can be
viewed as many times as you like and even shared with
your team!
I
just want to take a moment to "thank you" for
your very valuable Tuesday Morning e-mail newsletter.
Our Customer Satisfaction Department finds it extremely
valuable and helpful in our mission to satisfy customers
every day. We also share the many great ideas and tips
for handling customer complaints with our franchise
owners. Thank you again... we hope we can continue to
look forward to Tuesday Morning for a long time to come.
Beth
Vickers
Director
Customer
Satisfaction Department
McDonald's
Corporation
Customer
service speaker Customer
service newsletter Online
seminars for call centers Customer
Service Free Articles Myra
Golden
Free Customer Service Tip of the Month Video
Contact Us
Back to homepage
Contact Us
Totalcustomerservicetraining.com
is a public service site sponsored by Myra
Golden Seminars.
