It can be really challenging to maintain your composure in the face of an unhappy customer. See what steps you can take to keep your cool so you can quickly regain customer goodwill.
- Picture this, your next call is from an angry customer. He's loud, ranting, and unreasonable. But you don't lose your cool, no. You say things like, I can see your point on that, and we want to get to the bottom of this as much as you do. You match your customer's intensity with a sense of urgency and within seconds, the tables have turned and you're in control. What you've just done is used proven tools of rapport to disarm your angry customer.
Now to do this, you need to start by acknowledging, yielding, and pacing. Acknowledging your customer's concern is a great way to create calm and diffuse anger. Acknowledge with statements like, I think I'd feel the same way if I were in your shoes, or I'm sorry this has been your experience, or I can see your point on that. Yielding to customers is making sure you don't interrupt or over-talk.
If you do accidentally interrupt, your customer may not take too kindly to this, especially if they're already upset. So always let your customers finish what they're saying. Pacing helps you match your customer's energy. If your customer is emotional or interrupting you, you can pace this customer by responding with a sense of urgency, urgency in your words and in your pace. Sometimes it's best to let your unhappy customer vent a little.
Make them feel heard and understood by occasionally saying something like, mm-hmm or I see. After a few seconds of venting, coupled with your concise words of reassurance, your customer feels acknowledged. Then you can jump in and steer the conversation by saying something like, let's take a look and see what's going on here.
- Identify how to build a rapport with customers through acknowledging concern.
- Explore the rapport building technique of yielding to customers.
- Break down how speaking in complete sentences during a customer service call helps to build rapport.
- Examine the ways to build rapport through a customer chat interaction.
- Identify the best ways to use rapport to disarm angry customers.