Handling Upset Customers

Be thankful for customers who

complain. You still have the opportunity to make them happy

Retain every customer Our strategy is to retain every customer

whenever possible. We want to provide the customer with a positive experience while balancing both the business and customer needs.

A customer calls to complain about the quality of the service they received. We must work with them to resolve their issue.

No organization will always get it right and so an inevitable part of the job is dealing with customers who have been upset or disappointed with our service.

 Because of the emotion involved these customers can be challenging. Our role is to focus on solving the problem in a calm and professional way.

Be Professional As with any customer situation, our emotions

need to be managed. If we respond with emotion, even if it’s just defensive, then the situation will escalate.

We must choose our attitude and empathise with the customer.

Remember, they are angry with the situation or issue. We decide if we are part of the problem or part of the solution in choosing our reaction to the call.

Be part of the solution, not part of the problem.

The first thing we do is to allow the customer to vent their feelings. It is unreasonable and inappropriate for us to interrupt a customer and ask them to “calm down” when they may have been trying to solve this problem for days! LISTEN!

Pause Allows the customer to express themselves and vent their emotion. Anything we say at this point will only serve to fan the flames.

Acknowledge This is our chance to show empathy and to

demonstrate that we are taking the customer seriously.

Use phrases like, “I understand how you feel”, “I see”, “I apologize”, “I am sorry”, “I can see how you might feel that way” so that customers feel that they have been heard and that we respect them.

It clears the way for us to move forward by helping diffuse the emotion and placing us on the side of the customer. 

Clarify Sometimes we mistakenly proceed to resolve a

problem based on what we THINK the customer was saying.

This third step of the process allows us to clarify and draw out information to make sure that we understand the customer’s true concern. Examples of clarifying might include: 

“What I hear you saying is……is that right?”   “Can you tell me more about…..?”   “How may I help you….?”  “What were you hoping would happen…?”  Clarifying leads us to the appropriate solution in a

more efficient manner. 

Respond Having diffused the emotion, taken the issue

seriously and understood the detail, now we are ready to respond.

Our response needs to be positive and appropriate. We also need to ensure that we are not over promising.

If you say you’re going to do something ensure you do it-or you will have a really difficult customer to deal with.

Focus on what we can do Customers have little or no interest in our

company policy and nor is it a good use of anyone’s time to explain what we can’t do for them.

Instead explain what we are able to do and try to present this as a choice for the customer.

Tone Use a tone that conveys that you are taking the

customer’s issue seriously, but then try adjusting it gradually so when you are presenting the solution options you are upbeat and positive.

Good news delivered in the wrong tone will still sound like bad news!

Walk in their shoes You probably got into sales because you like

people. Use your communication skills to understand the problem and use your natural empathy to step into the customer’s shoes.

Your actions at this part of the customer journey have a massive impact on their regard for the company.

Creating a L.A.S.Ting impression

Listen An angry customer will have been thinking for

some time about what they are going to say when they get through. They may have mentally rehearsed it too. The last thing they will want is an interruption.

It is vital that we really listen - the customer will not appreciate having to repeat themselves.

So allow them to explain what has happened and listen hard to get the details. Reaffirm what have you heard them say, be sure you understand what they are explaining.

Apologise - Empathy We are not accepting any liability when we apologise, but we

are expressing our sympathy that someone is upset. It needs to be sincere and well timed.

“I understand how you feel”, “I see”, “I apologize”, “I am sorry”, “I can see how you might feel that way” so that customers feel that they have been heard and that we respect them.

It clears the way for us to move forward by helping diffuse the emotion and placing us on the side of the customer. 

Solve There are several parts to this phase.

Firstly we need to be sure of the root-cause. This will need effective questioning.

When we are sure of the issue we present possible solutions. The presentation of this is key and we need to consider how we’d like the customer to feel.

To achieve these emotions we need to present a solution that meets their needs and offers flexibility which is why it often works to present choices. Solutions and options must always be offered. Example: “We can reschedule this for pickup tomorrow; we can change carriers to improve the transit times. Which is best for you?”

Say “Thank You” This is our opportunity to thank the customer

for a couple of things.  For the opportunity to solve their

problem Bringing it to our attention Their patience  Just like the apology we need to be sincere and appropriate. There is an opportunity to impress the customer if this part comes in a follow up call. For example: “I am just calling to check that everything is now straightened out and to again thank you for your patience.”

KeyPoints Allow a customer to vent their frustration Be Professional – Choose your attitude Really listen to them and seek clarity where

necessary Apologize and be empathetic Be sincere and authentic Present solutions in a positive way Give customers choice Always follow through. Thank Them

True or False?1. Customers are more easily satisfied if their

expectations are effectively managed.2. In responding to a frustrated customer's

question, it's a good idea to immediately offer a solution.

3. Most upset customers will calm down if you offer a sincere apology.

4. If a customer gets the wrong idea from a sales rep, its okay to tell the customer that sales will say anything to make a sale.

True or false5. When you answer a call, and the customer

really needs to resolve the issue with another department, it's your responsibility to make sure the customer reaches someone who can help.

6. When dealing with an abusive customer on the phone, it's important to hang up right away.

7. The most credible advertising is a satisfied customer.

Quiz1. Name three things that you should do when

confronted with an upset customer.2. What is the LAST approach?3. What 3 questions you can use to clarify the

customer’s issue?4. What phrases can you use to show

empathy?5. How do we want to make our customer feel?

Customer Service Training 2015