There have been instances that the customers get disappointed with the services provided to them and often end up calling the customer care centre angrily which makes it a challenging task for the employees to handle them. In these conditions, self control & patience are the only skills that might help you.
And here are some more tips that may help you get through these awkward situations.
1. Listen to Customers
Sometimes, customers just need to know that you’re listening. If they’re confused or have a problem, by lending a listening ear, you’re showing that you care and that you’re not dismissing them.
When something goes wrong, apologize. It’s amazing how calming the words “I’m sorry” can be. Deal with the problem immediately and let the customer know what you have done.
3. Take Them Seriously
Make customers feel important and appreciated. No matter how ridiculous a question may sound to you; it’s important to the customer.
4. Stay Calm
Difficult as it is sometimes, it is important to stay calm. Your calming approach will help your customer stay calm too.
5. Identify and Anticipate Needs
Most customer needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you’re aware of problems or upcoming needs.
6. Suggest Solutions
Have a menu of calming remedies which you and your employees can use. Whether it’s purely a refund or return, or if it’s coupons or a free service.
7. Appreciate the Power of “Yes”
Always look for ways to help your customers. When they have a request (as long as it is reasonable) tell them that you can do it. Always do what you say you’re going to do.
8. Acknowledge Your Limits
Yes is a powerful word but if you’re unable to fulfil a request: know your limits. You can’t be everything to everyone. If you don’t think you can fulfil the request, help them find an alternate remedy.