How did you deal with an angry or upset customer on the phone?

Dear Dana,

 

By following the simple steps below, I am sure you will solve a lot of problems with your angry customers.

 

1- Actively listen.

2- Allow the client to express their opinions.

3- Maintain your personal integrity at all times.

4- Be sympathetic & empathetic.

5- Move into solution-mode - know when to ask open-ended questions, and when to stick with "yes" or "no" questions.

6- Apologize when appropriate.

7- Offer to try to fix the problem.

8- Gain agreement on your resolution.

9- Write a clear, concise log of the incident.

10- Build a long term relation with your ex-angry customer.

 

Regards,

 

Hany Sewilam AbdelHamid

Head of Business Development | Sales & Marketing

Entrepreneurship Coach & Consultant

Digital & Social Marketing Certified Expert

Hi Dana, First of all, I listen to him until the last moment. I find out what the problem is. I totally understand. I also state that I understand, then when I calm down I start solving the problem.

By letting him know first that everything will be alright, we are there for their services. Telling an angry customer that his or her complaint will be heard and registered with a turn-around-time for the resolution and follow up. Once he or she is willing to share the experience they have had with the services, we are good to do our job perfectly.

Hear Them out - Empathise - Apologise - Offer a quick solution within your control. Deal with them on a personal pasis by using their name often throughout the conversation.

First allow the customer to vent out his/her anger at you and being receptive will cool down a bit.

Explain him/her that the issue is noted and the quick action is on the card

First of all its important to understand that the client venting his/her anger is upset with a system which has failed or a produt which has failed. The client calling is not upset with you personally. Once you understand this fact you can handle the call the following way;

1. Remain calm on the phone

2. Let the client express/explain themselves. (This can get very emotional and often offensive, however allow the client to vent their emotions)

3. Listen carefully for key words which identifies the problem

4. Once the client has expressed themself and possibly calmed down, appologise for whatever has gone wrong

5. Make sure you have a solution to the problem. If you dont, be truthful with the client and inform them that you will find out how to solve their issue and get back to them. make sure that you give them a time as to when you will get bak to them with an answer

6. Always keep your word. If you said you will ontact them with a solution in 10 minutes, then make sure you get back to them within 10 minutes. If you still havent got an answer to there problem then call them back within the 10 minutes and inform them that it will take more time.

7. If you are able to sort out the clients problem yourself, then do so at the soonest possible time

8. Always keep the chnnel of communication open between ,you and your client 

Listen to the customer problem very calmly let customer finish his/her anger on phone. Ask Customer Office Location to Fix an appointmet to meet in office to solve the issue personally.

use your patience,be understanding to your caller.

talk nicely,to the phone after all.

if the customer is anger, have a word, please excuse me, I will contact you later. 

It requires a skill called "listening".  It sounds easy but comes by pracatice,  70% of the problem is solved when some one is hearing other person without any intervention, upon completion, don't justify your action, make them to understand ther reasons.  Donot much probe in to a situation where the customer may finds you that you are hiting his ego.  "sorry" a beautiful word quench the angerness, gives you an advantage.  Politeness, acknowledging his concern are the too important functions, if you set your tone very appropriately, you won by retaining customer and close with a solution, and value his relationship.

Let the client express why they are upset. Listen and understand the problem. Suggest and do all the possible things to solve the problem. And let them feel that you on their side and assure them that you will do the very best to solve the issue.