Your customers are the bread and butter of your business. If they are upset, not only might you lose your current customers, but they might also spread the word to others We're all more prone to talk about a bad experience rather than a good one, so the bad news could spread fast.
So how do you turn an upset caller into a happy customer? Keep reading to learn the top tips.
Don't match your caller's emotions. It will only bother them more if you meet their anger with anger or frustration. You won't be able to hear your customer when you're upset.
Instead, take a moment, breath deep, and try to listen to your customer. Hear what is making them upset and let them know you will take care of it.
Customers like it when they're met with empathy. They want to hear that you understand. They don't want to hear that they are wrong or that you disagree with why they are upset. So instead, repeat what they say and tell them how you understand how that would make them upset.
Empathy can immediately calm down an upset customer and help them speak clearer to you and be open to what you say.
Repeat the Problem and Come up with a Solution
When you've got the full story from the customer, repeat it to them to ensure you have everything right. Next, discuss how you'll solve the problem. Finally, ask the customer what solutions would make them happy.
If they don't have any solutions, offer your own solutions and ask them if that solves the problem. If they are still upset, continue problem-solving until you've resolved the issue together.
There's nothing wrong with apologizing to your customer. It's okay to admit your company was wrong, but always reassure them that you want to take steps to make it right. When you apologize, it can soften their hard feelings and make them more willing to accept any resolution you offer.
The final step is to follow up. After you handle the situation, follow up with your customer to see if they're satisfied. Ask if the resolution met their expectations and if everything is better. Don't be afraid t ask if there's anything else you can do to ensure they are satisfied.
Final Thoughts
Keeping upset customers happy is a big job. So if you're a business owner that feels like you're burning the candle at both ends, consider hiring a virtual receptionist to handle your calls.
At Easybee, our receptionists are trained to handle customers in any situation. Whether they are upset, frustrated, angry, or happy, our receptionists know what to say to keep customers happy and, more importantly, to keep them loyal to your business. We specialize in keeping customers happy and of course, ensuring you don’t miss any calls.
Try Easybee Answering Services for free through our 2 week free trial.
