Step-by-Step Guide for Defusing a Heated Customer Service Situation
By the time a customer picks up the phone to call a company to complain, they are usually pretty upset. What happens next can either make the angry customer even more heated or calm them down so much so that they turn into a happy customer on the same call (yes, it is possible!). Try to remember that every customer service complaint is a gift, providing you and your staff insight into how a customer really feels (some will forever stay silent, even if they are habitually unhappy with your product or service) and award you the opportunity to improve.
Below is a handy guide for small business owners and employees to follow the next time they come in contact with a disgruntled client.
Step #1: Stay calm
This can be easier said than done, especially if the customer has raised his or her voice or is using offensive language. Try to remember that your actions are a direct reflection of your company and that every interaction with a customer is an opportunity to keep or lose business. It is never a good idea to meet anger with anger, regardless of how harshly a customer may approach you.
Talk to your customer with a clear and calm mind. If this is not possible, take a few minutes to collect yourself by drinking a glass of water or going on a walk before returning to the conversation.
Step #2: Practice active listening and empathy
Instead of trying to quickly solve your customer’s complaint, take a moment to let them explain the nature of his or her feelings. Don’t jump to conclusions, but allow them to express their views and then reiterate back to them how you understand the nature of their problem. Once you acknowledge that they are valid in their frustration, they will likely begin to calm down.
From there, apologize and show empathy by verbally putting yourself in their shoes. Phrases such as “I can see how you would be angry about this, I’m so sorry” can go a long way. Allow them to talk without interruption until they’ve explained every nuance of their complaint.
Step #3: Resolve quickly
Now that you understand your customer’s problem, it is your job to deliver. As long as it is acceptable and fixable, try your best to give the customer what they want. If the request is completely out of line or inappropriate, simply tell the client that you cannot accommodate their request and explain your reasoning. As long as you are calm throughout the entire conversation, the customer is more likely to understand.
Step #4: Stick to your word and follow up
Following up on a customer complaint is possibly the most important step of all. If you promise to touch base with the customer over email within a week, make sure to do so. Ultimately, your diligence and care will go a long way in transforming a heated customer into a super fan.
