A lack of customer complaint is not always the best news for a business. In fact, customer complaint is good for business. It provides businesses with an insight about what they need to improve or change to keep the customers happy.
So, even if you get vitriol from the customer, please note that it may contain valuable customer feedback underneath it. It is important to remember that every negative experience can be salvaged and transformed into an opportunity. All you need to do is to carefully asses and address every customer complaint.
As per data nine out of ten times, a customer will continue doing business with you even after a slip-up—but only if you wholly fix the situation the first time. And therein lies the merits of dealing with the angriest of your customers. Fusion CX has some nuggets of wisdom to share in this regard that we have acquired over more than 15 years:
1. Look past the rage
just because your customer is spewing vitriol does not mean there is no merit in his argument. Every argument, including the angry ones, has some insight. It is the job of the business to listen to each of its customers and act upon their feedback.
2. Record useful complaint
While helping customers is important, meeting their every demand without a second thought is wrong. It encourages some customers to demand free stuff.
For this reason, you need to record every customer complaint in an organized way. Evaluate each complaint and categorize them. The key is to make it easy, and browse-able. Give your team clear instructions to make note of every useful complaint, and you can rest easy because you will hear about them.
3. Identify the type of customer you are communicating with
You should use different tactics to deal with different customers. And for that you need to understand the customer types. Here are the most prominent types you will be communicating with:
- Meek customers – they need probing from your end
- Aggressive customers – they need to be dealt with firm politeness
- High roller customer – they pay well and demand premium support for it. They need to be on a VIP list.
- Chronic complainer – these customers should be dealt with patience.
- Never-happy customer – they need to be dealt with as firmly as possible
4. Don’t be passive aggressive
Say you are sorry and mean it. Never misuse the tone and sound dismissive while apologizing to the customers. They will appreciate your apology.
5. Transfer calls only after some explanation
no one likes their calls to get transferred. Therefore, if you have to do it, kindly provide the customer with an explanation. this will help you earn their trust.
Follow these simple rules while talking to the angriest customer.
