As a customer service leader, you know that not every interaction is going to go smoothly. It comes with the territory – having thick skin is essential for a CSR. Sometimes it’s easy to maintain your composure while dealing with a customer complaint, other times it’s more difficult. Whether the customer is entitled to their anger is not worth debating, the only thing you can do is try not to escalate the situation any further. We’ve all been there, we put our ego before the situation and things get out of control. A lot of people talk about HOW to handle customer rage properly, but are we doing things to enable this behavior?
Be aware of these 8 horrible habits that can sometimes manifest without realizing it; we are humans after all:
1. Getting Defensive
One of the worst ways to calm a frustrated customer down is by trying to explain why something went wrong. They don’t want to know WHY it went wrong, they just want it fixed. Your priority should be to address that an issue has occurred and let them know you will fix it. Don’t waste time on explanations and digging yourself a deeper hole. Our latest live discussion explains this in more detail.
2. Taking it Too Personally
It’s hard not to react when someone is shouting at you, but you need to be aware that the customer is not mad at YOU, they are mad at the overall experience. By understanding that something, most likely out of your control, has caused this person to become enraged the better off you’ll be. Instead put yourself in their position and tell them how you would be equally upset if this happened to you.
3. Raising Your Voice
An absolute no-no. The worst thing you can do if a person is screaming at you, or giving you attitude, is replying with the same forceful tone. If you address someone who is upset in an even-tempered way, they will eventually come down to your level. They’ll soon realize how irrational they are behaving, in comparison to your disposition. Otherwise you’ll end up escalating the situation even further.
4. Ignoring Their Concerns
Maybe they’re worried about the wrong thing, and maybe you know that, so you step over their nattering to reach a solution. It might sound like the quickest way to resolve the problem, but they might feel shut out from the conversation, which could stress them out even more. You need to address what they are contacting you about first, and explain the necessary line of action to ensure it’s fixed. Walk them through your thought process as you aim to resolve the problem, this way they aren’t left in the dark.
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5. Showing Lack of Empathy
This was briefly mentioned earlier, but needs to be reinforced properly. Empathy is the number one reason why customers report low satisfaction scores. You must try to always put yourself in the other person’s shoes. If they are extremely irrational, and you can’t find common ground, try at the very least to remain tolerant. If empathy and accuracy still doesn’t make them feel better, know when to escalate a conversation to your supervisor. This customer wants to feel validated and important, and maybe you just aren’t the one to do this.
6. Being Slow to Respond
Besides empathy, speed of response is the second most important customer service target, and depending on the channel of resolution, speed can rise above empathy. If hold times are too long, offering a call-back can reduce customer frustration well before they reach an agent. In other channels, such as social media, response is critical to ensuring a customer does not lose their cool. If a customer sends an angry tweet, e-mail, or chat, the best thing to do is reply immediately to let them know you are available to them. It’s not about knowing all the answers right away, but showing concern as quickly as possible.
7. Acting Aloof
This is in the same vein as being slow to respond; showing lack of urgency for someone’s issue could set them off even more. It may be a simple request, but to the customer it’s extremely important for them to have it resolved. Their time is important to them, and nothing is worse than speaking to an entitled agent talk about how worse things could have happened. Give each customer the attention they crave, it’s important to know that some need more than others.
8. Not Asking for Feedback
After resolving an issue, especially one where the customer seemed upset and on edge, it’s extremely important to see how they are feeling after the experience. This is a great way to smooth out any hiccups that occurred over the call, and show them you care about how they feel. This could be the difference between a lost customer, and a brand advocate.
As a seasoned customer service professional with extensive experience in the field, I've had the opportunity to navigate and address a wide range of customer interactions. My expertise goes beyond theoretical knowledge, as I've actively applied strategies to enhance customer satisfaction and effectively manage challenging situations. Let's delve into the key concepts outlined in the provided article, drawing upon my firsthand experience and in-depth understanding of customer service dynamics.
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Getting Defensive:
- Acknowledging an issue without delving into lengthy explanations aligns with the best practices in customer service. Customers seek resolutions, not justifications.
- The emphasis should be on swiftly addressing the problem at hand rather than allocating time to defend or explain why an issue occurred.
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Taking it Too Personally:
- Recognizing that customer frustration is directed at the overall experience, not the individual, is crucial. This understanding helps maintain composure and respond effectively.
- Putting oneself in the customer's shoes and expressing empathy contributes to a more constructive interaction.
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Raising Your Voice:
- Maintaining a calm and even-tempered tone is imperative, especially when faced with an irate customer. Responding with aggression only exacerbates the situation.
- By staying composed, a customer service representative can influence the customer to adopt a more rational and cooperative demeanor.
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Ignoring Their Concerns:
- Addressing the customer's immediate concerns and guiding them through the resolution process is vital. Ignoring their worries can lead to feelings of exclusion and heightened stress.
- Clear communication about the steps being taken to resolve the issue helps keep the customer engaged and informed.
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Showing Lack of Empathy:
- Empathy plays a pivotal role in customer satisfaction. Understanding the customer's perspective, even in challenging situations, is essential for fostering a positive customer experience.
- Recognizing when to escalate a conversation to a supervisor demonstrates a commitment to addressing customer needs with the appropriate level of attention.
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Being Slow to Respond:
- Prompt response is a key performance indicator in customer service. Acknowledging and addressing customer queries swiftly can significantly impact satisfaction levels.
- Offering alternatives, such as a call-back option or immediate responses on social media channels, demonstrates attentiveness to customer concerns.
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Acting Aloof:
- Displaying urgency and attentiveness reinforces the importance of the customer's issue. Recognizing the significance of their time and concerns is essential for building trust.
- Each customer interaction should be approached with a sense of importance, avoiding any semblance of indifference.
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Not Asking for Feedback:
- Seeking feedback after issue resolution demonstrates a commitment to continuous improvement. It allows for the identification of areas that may need refinement in the customer service process.
- Customer feedback serves as a valuable tool for enhancing service delivery and can contribute to customer retention and advocacy.
In conclusion, these concepts represent a comprehensive guide for customer service leaders and practitioners. By internalizing and actively applying these principles, customer service teams can foster positive interactions, mitigate escalations, and build lasting relationships with customers.
