It's easy for upset customers to get even more upset about an issue when they have to call about it. In this video, learn about techniques for showing angry customers that you're on their side.
- Angry customers are incredibly difficult to serve. … I've created an entire course dedicated to this … called Working with Upset Customers, … but I'd like to give you a few phone specific tips … in this video. … Let's start by trying to better understand the angry caller. … First, calling probably isn't your customer's first choice … for solving their problem. … Studies show that a majority of customers start online. … They might also try emailing, social media, … or reading an instruction manual. … That means customers can have two problems … by the time they call. … There's their original issue, plus they're frustrated … because they couldn't easily fix it. … The experience of calling … can also be frustrating to your customer. … They often have to navigate through a phone menu … and then wait on hold. … This can make a frustrated person even more frustrated. … But wait, there's more. … A few studies have discovered … that angry customers can be more judgemental … and less open to ideas. …
- Developing the perfect phone greeting
- Filling dead air
- Managing holds and transfers
- Expressing empathy
- De-escalating angry callers