Angry Customers: Deal With It

Ugh! Those angry customers just seem to call all day at times. While we really don't need the added stress, our clients want answers and they want them now. Many of us are tempted to take a complaint as an insult; an implication that we haven't done our jobs. But, many of us also know that defending ourselves will likely only exacerbate the issue. Each call and each complaint will be different, but there are several tips for handling them no matter what the issue is. Follow these helpful hints for dealing with customer complaints and using them to improve your company:

Invite Complaints

Say what? You should always make it easy for customers to find someone to complain to. After all, if they have to seek out your service department, they'll probably end up angrier than they were before. Make sure you list all modes of communication on your correspondence, packaging and company brochures. With the help of your dear clients, you can make your product or service top notch.

Don't Do It

As soon as someone calls or comes into the office to express their discontent, we often find ourselves instinctively defensive. This is absolutely the WRONG approach. Before you reply to the customer, separate your personal feelings from the conversation so that you can objectively help him/her with the problem.

Be Helpful but Not Patronizing

There's nothing an angry consumer hates more than a patronizing customer service representative. When a complaint comes in, listen and respond genuinely. It's ok to say, "I'm sorry you're having trouble," but mean it and get to the bottom of the issue. Let them vent and then determine a way to solve the problem.

It's a Good Thing

How can having an irate customer in front of you be a good thing? It lets you and the powers that be know that there is room for improvement. You should always express to the client that you appreciate the feedback and intend to resolve the issue as quickly as possible.

Offer Compensation

If you've screwed up royally, you'll probably need to compensate the customer in some way. However, it's not enough to apologize and only offer to pay them the equivalent of their troubles. Because you're using these complaints as a means to improve your product or service, assure the person you're speaking with that the issue will be looked into and dealt with immediately.

Follow Up

Following up with a complaint will let the customer know that you didn't just cast their issue aside. Of course, there's a fine line between follow up and a completely impersonal automated survey. You've likely received this type of survey from the cable company or some other service. When you order products or request a repair, these companies usually follow up with a phone survey where you simply answer their questions using the buttons on your phone. While they may have intentions of using the feedback you give them, you'll never really know what the result of your feedback is. I suggest a personal phone call or email asking if the issue was handled to their satisfaction and in a timely manner. You'll also want to ask if there is anything else you can do for the customer. Express your gratitude again for bringing the problem to your attention and offer sincere apologies for the problem occurring.

A good customer service representative can turn an irate customer into a rational and calm one with a few simple words. This is not a magic trick or something that takes years to master; it's simply a matter of compassion and sincerity. Treat others how you would want to be treated and take each and every issue to heart. These tried and true methods will add the extra touch your service reps need and will help restore faith in the company for your clients.