Thirteen Best Tips to Turn Angry Clients into Raving Fans
If you work in sales and deal with clients on phone, you probably know about a phone call, the one we all dread: an upset client who looms to stop demeaning your business or leave a negative review. Talking poorly can make you lose a valued customer. And if they leave a horrible review, it can risk your relationship with countless new customers.
So, how would you deal with this situation?
The answer: you have to provide brilliant customer service.
The survey shows that 83% of customers feel more reliable to brands that answer and resolve their complaints. How you respond to an upset customer can change their insight into your business. So, take this as a chance to shine and possibly gain an enduring customer.
Below are Eiffel Marketing’s tips for handling upset customers on the phone.
1. Keep Calm:
Let’s discuss how can you remain calm while responding to the call of your upset customer. Take a deep breath, think of something that makes you smile —a great dinner you had last night, or a good conversation with your friend. It will cut pressure and creates a positive feeling. Likely, if you are upbeat and have a positive attitude, it will definitely change the mood of your customer.
In this situation, a customer wants — to be heard. Unless they are downright not to interrupt and let them get it out. The more you listen and understand how the customer feels, the easier it will be to make them cooler.
3. Take Possession of the Call:
Do not try to put the customer on hold and pass them to another department. It will make the situation worse. more than 70% of customers expect companies to collaborate, and 68% of customers are annoyed with transferring their call between departments. So, the suggestion is to stick with the customer and gather information. In this case, you need to involve another department and be armed with the information you need to get them up to speed quickly.
4. Answer with a Calm & Confident Tone:
Speak with confidence and show the customer you are prepared to handle the issue. If you sound unsure, such as hmm or I think, or maybe the customer will become more frantic and question your capability to handle the situation.
5. Stay Focused & Positive:
Don’t let the customer decree the mood of the conversation. Don’t talk about policy, make excuses, or blame others for the issue. Stay attentive and work to resolve the issue at hand rather than saying no.
Also never say I cannot get you in touch with the owner. He/She is not here.
Also, don’t say that you will call him back later.
6. Use the Client’s Name:
Using the customer’s name often in the conversation it will show that he is important and you value him. It will transform that dealing into a personal interaction between the business and the valuable client.
7. Say sorry and Offer Empathy:
Yes, apologize to them and know why you are apologizing. To understand how they are feeling and what difficulty they might have suffered because of you. The way you apologizing to your customer must be personal.
For example, you can say I am really sorry we couldn’t reach you on time. I understand what a tremendous disappointment it must have been suffering from.
8. Thank Your Customer:
Thank your customer, encourage and appreciate their feedback. No business can grow and improve if you don’t know the wrong side of your business.
A thanking statement can be like thank you for calling & letting us know about this. We value your feedback.
9. Reassure Your Customer:
Use positive language so your customer thinks you take them seriously and will also resolve the issue.
Example: I am glad you called I will definitely take this seriously.
10. Assurance of Action:
Apologies go far. Now, it’s time to resolve the issue
Assure your client that you are going to re-evaluate the process to identify and solve latency issues in the future.
Of course, you cannot provide a resolution on call, but inform the customer of your plan.
Like you can inform your client that you are going to discuss the matter with the concerned team and also ask him his availability to call back.
11. Set Clear Expectations:
Set clear expectations with your upset clients and avoid saying in a little bit, in a moment or later today. You’re a moment definition maybe four hours — your customer’s expectation maybe is 10 minutes —Be as specific as possible because not fulfilling expectation can increase the angriness of the customers.
12. Follow Through on Your Commitment:
Once you have set a clear expectation, follow through rather annoying the situation even further. For example, if you have committed to a 3 p.m. call back at the given time, even if you don’t have an answer.
In case you don’t have an answer, you can say that I have not forgotten about you, resolving your issue is our first priority. I was incapable to touch base with my Team Lead. But a time scheduled with first thing tomorrow morning. And I’ll get back to you by 11 am and provide you with the results.
13. Contact Information:
Make sure that the customer has your name and a way to follow up: an extension, email, or office line. The closure should make them feel like they are in good hands.
Close the Call:
In the end, your goal is to have the customer feel validated and valued about their experience. To know their satisfaction, ask if is there anything else I can help you with?
If you were able to resolve the issue during the call, you can end the call by asking:
Was I able to report all of your concerns?
We are never away with dealing with upset customer calls. But knowing how to manage the discussion with confidence and sensitivity can affect the results. With the right tools, we can foster better customer relationships, create reliable clients, and shape a good reputation. Also, it can lessen the number of upset customer calls.