Take customer complaints seriously!
Posted: Thu Jan 30, 2025 3:54 am
Of course, you don't have to listen to Grandma Ilse's 10-minute rant about the weather, Udo the dachshund, and the last bowling club meeting, but let her get what she wants to say out loud and then interrupt her to get to the real reason for the call. You should handle angry customers in exactly the same way. They use the beginning of the conversation to express their annoyance and let off steam. Give them this opportunity, as long as it's within reasonable time, and it's best to take notes on the matter during the conversation. Because even if the first few minutes in such cases are often emotionally charged, the caller will already be explaining their problem to you. Nothing is more annoying as a customer than trying to describe your problem to a support employee and being interrupted by a question whose answer you were just about to explain.
Stay calm!
Especially when it comes to complaint calls, customers are often angry and emotionally charged right from the start of the conversation. The armenia telegram screening best way to deal with this is to remain calm and composed yourself, but take the customer seriously. Don't let yourself get mad, because that doesn't help anyone. Often, in such situations, you won't get anywhere with factual arguments. In that case, it's advisable to start by using a more emotional and understanding contact level. But make sure that you still move the conversation forward and always remember not to let the caller's mood get to you.
Yes, there are those callers who always complain, usually about mistakes that are not your fault. But there are also those who have legitimate complaints. You should definitely take these seriously and admit to mistakes. Express your understanding to the caller by saying, for example, "I would be angry too if I were you!" This will put you on the side of the customer and meet them halfway in a way that will inevitably increase their trust in you. Angry customers are probably the last to expect that you will agree with them. Make it clear that you will personally take care of their concerns and show them ways to solve their problem.
Avoid phrases like "I'll pass this on" as much as possible. As customers, we have had the experience that things are simply not passed on.
Stay calm!
Especially when it comes to complaint calls, customers are often angry and emotionally charged right from the start of the conversation. The armenia telegram screening best way to deal with this is to remain calm and composed yourself, but take the customer seriously. Don't let yourself get mad, because that doesn't help anyone. Often, in such situations, you won't get anywhere with factual arguments. In that case, it's advisable to start by using a more emotional and understanding contact level. But make sure that you still move the conversation forward and always remember not to let the caller's mood get to you.
Yes, there are those callers who always complain, usually about mistakes that are not your fault. But there are also those who have legitimate complaints. You should definitely take these seriously and admit to mistakes. Express your understanding to the caller by saying, for example, "I would be angry too if I were you!" This will put you on the side of the customer and meet them halfway in a way that will inevitably increase their trust in you. Angry customers are probably the last to expect that you will agree with them. Make it clear that you will personally take care of their concerns and show them ways to solve their problem.
Avoid phrases like "I'll pass this on" as much as possible. As customers, we have had the experience that things are simply not passed on.