When you run your own business, you can make important decisions, generate a profit, and enjoy positive feedback from customers.
It sounds fantastic, but we all know that not every customer will be happy with your company or choose to express it to you directly. Dealing with emotional customers requires a nuanced approach and the ability to understand the origin of their negative emotions.
To help you manage complaints, we’ll discuss how to recognize an emotional customer and see the value of their input. And, most importantly, how you or your employees can respond professionally.
Customer service is one of the most stressful parts of the modern business world. It’s nearly impossible to predict customers’ behavior, and many are impatient or quick to anger.
While this can be an uncomfortable experience for a customer service representative, it’s important to understand why a customer is upset. Many customers expect to receive poor customer service before even picking up the phone, so a positive and empathetic experience can leave a lasting impact.
There are many reasons why a customer could be upset. For example, they might be frustrated that your product didn’t meet their expectations or that you haven’t acknowledged a complaint they sent weeks ago. It’s also possible that they’re anxious because they’re trying to solve a time-sensitive problem and feel like no one is listening. Whatever the reason, if customers feel disrespected or think their time isn’t valued, they are more likely to be angry.
The same reaction can develop if a customer service representative repeatedly insists that the customer doesn’t understand a problem. Many companies lose business when they don’t show basic respect for a customer’s perspective.
A certain percentage of customers will become emotional over minor issues or without cause. Although these instances are rare, they can occur even if you stay positive and respectful. In this case, it’s important to approach the customer with the correct mindset.
Did you know that only one in 26 dissatisfied customers will take the time to complain? That one person is doing you a favor by giving you the chance to keep them as a customer and understand their problem. The other 25 might simply choose to stop purchasing your product or service. So, regardless of the momentary discomfort, each complaint serves as an opportunity to learn.
You will often notice if a customer is upset right when you answer a customer service call. In many cases, the tone and emotional charge of the conversation will change as the call progresses. A customer might even start the conversation calmly to resolve their issue. But what are some signs that they’re beginning to get emotional?
If you’re sticking to an assigned script, a customer is likely to become frustrated and interrupt you. They might be rude, passive-aggressive, or use inappropriate language. A customer may raise their voice and even yell at the customer service representative. You might also find that a customer is talking too quickly, preventing you from interjecting with a potential solution.
Regardless of how the customer acts, some tried and tested strategies can help resolve the situation. Here are all the tips you’ll need to expertly respond to an emotional customer.
Sometimes a customer needs to vent before finding a solution to their problem. They want someone with the power to help them to hear what they’ve been dealing with.
When this is the case, the best response is to let them speak. Listen to their complaints without interrupting, even if you already have a solution ready for them. Unless you’re dealing with a demanding customer, they’ll be ready for your response and potential solution whenever they finish explaining their issue.
Remember to focus on what they’re saying instead of their anger or irritation. The goal is to listen to their words through the emotion, which will help you quickly identify the actual problem.
It’s critical to avoid sharing a negative emotion with the customer. It’s natural to get defensive and or feel their emotions, but try your best to stay calm and patient. Breathing exercises and mindful techniques can help you depersonalize from customers’ problems in these tough situations.
Experienced customer service professionals know that client’s emotions will likely come in waves. The goal is to stay calm when they’re ranting and seize the opportunity to offer a reassuring comment when the anger subsides.
It’s vital to speak softly and in a pleasant manner when presenting a solution or asking follow-up questions. A verbal battle is the least desirable scenario and rarely leads to any answers.
Don’t forget that the customer’s emotions have been building up for a while, and they may erupt as soon as you answer the phone. Try to stay calm and collected and approach the issue from an outside perspective.
One of the most important rules of having well-functioning customer service is to avoid blame and, whenever possible, own the problem at hand. It’s more important to provide validation and fix the problem than point out whoever actually created the problem in the first place.
Don’t urge the customer to calm down, but instead agree with them that their situation is a problem and that you will do everything you can to find a solution. This is an excellent starting point as it allows the customer to feel respected. If necessary, repeat this several times to remind the customer that their feelings are valid.
It’s also crucial to avoid immediately transferring the issue to another department, even if it’s necessary. Do everything you can on your end before politely explaining that another colleague will be able to provide further help.
This tip goes hand in hand with listening carefully. When a customer calls, you might receive more than one technical or administrative complaint.
Their concerns might be pretty specific, and they need to be sure you’ve taken in all the necessary details. It’s also possible they’re already quite upset or worried that you can’t help them.
To ease their concerns, you should reiterate the most important facts several times in a calm manner. The customer should be aware that you’re dedicated to helping them find a resolution.
It doesn’t matter if your company is at fault or not — expressing apologies to the customer can immediately defuse a situation. Most people simply want an apology and can then move on without getting emotional. A phrase like, “I am sorry you have to deal with this today,” can go a long way, so don’t hesitate to use it.
If they mention that they had to move a meeting or cancel plans to call you for assistance, be sure to acknowledge the inconvenience. You want to ensure they get back to their day as soon as possible.
Once you identify the problem, you should offer at least one tangible solution. Provide all the details on what you can do to rectify the current situation.
Continue to elaborate on each step and the outcome that the customer can expect. If the problem has several potential solutions, explain each choice individually and allow the caller to decide.
If you need to take further action, be sure to get confirmation from them. This will prevent the customer from feeling like they were rushed into a solution or didn’t have a choice.
Even though you were able to provide a solution, the caller might not be happy with the outcome. If they’re still expressing dissatisfaction, you can ask if they need anything else or would like to leave feedback.
You can also help them reach out to someone else in the company, such as a manager. This shows that you’re not rushing to move on to another caller but that you want them to feel appreciated by the entire company.
Honesty is an essential part of customer service. You want to avoid over promising solutions to a caller if the company can’t deliver them. The eventual lack of a solution will only make the customer angrier. The same applies to offering scripted sentences and vague terms, which delay the problem further.
Instead, calmly tell the customer what they can and cannot do. If the customer chooses to take their business elsewhere, it’s their prerogative. You don’t want to tell them lies to avoid the inevitable.
It’s best to avoid putting an emotional customer on hold, especially if they’ve already been on hold for a while.
They might have had a hard time carving out the time to call you in the first place, and putting them on hold will only exacerbate their negative emotions.
If you need to consult with another department, try to keep them on the line so they can hear the process.
When you end the conversation, reiterate what the customer can do to solve their problem.
It’s easy to miss concrete steps when we’re emotional, so taking the initiative to repeat what the customer can do will only help.
This kind of assurance will also decrease their chances of becoming a repeat caller for the same issue.
Sometimes, it’s impossible to resolve a matter with one call to customer service. You might have to request a follow-up conversation if you can’t find an agreeable solution.
If the client is upset, tell them exactly when you will reach out again with a potentially different solution. It’s vital to honor that promise as they’ll be expecting your call and will find it disrespectful if you don’t keep to your word.
We might overuse the word “empathy” these days, but that doesn’t change how valuable it is to human experience. It’s common for people to make mistakes, and most customers don’t expect a company to be perfect. Sure, getting the wrong item in the mail is an inconvenience, but the average buyer understands that a brand new small business might run into a hiccup. This is where an emphatic ear of a customer service representative comes in handy.
When you treat a customer with respect and dignity, they are usually happy to forgive a mix-up or delayed delivery. The same applies if the customer is wrongfully complaining and you still choose to listen and offer a solution. They’ll appreciate you taking the time to clear up the confusion.
Today, more than ever, people identify with brands and want to feel like they’re a part of their mission. It’s a superpower to know how to respond to their emotional complaints and requests.
If you’re thinking about attaching a business phone number to your company to handle your customer service needs, reach out to Telephono and choose a toll-free or local area number today.
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