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.…
- 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.