Dealing with Complaints and Irate Customers

The customer is not always right. Participants in my customer service training workshops often repeat the mantra “the customer is always right.” I don’t believe that’s true. What is true is that the customer is always the customer.

Customer service representatives often complain about customers yelling and even cursing at them over the phone or in person. Some companies time the customer service calls and expect the representatives to resolve the customer’s difficulties in four minutes or less. This creates additional stress for you and your representatives, but it’s something that can be effectively handled with practice.

When you have to deal with complaints from those ballistic customers, you can build your company’s reputation as an exceptional service organization, and you can build your reputation as an outstanding customer service representative by practicing these tips:

1. Let them vent. When your customer calls with a complaint, they want feel like someone is listening to them. Listen very carefully so you get a clear picture of the issue.

2. Remain calm. If the customer is using foul or insulting language, calmly let them know that you’ll be glad to help them but that you will not talk to them if they continue to yell or curse. Make sure you maintain a calm demeanor. Don’t get hooked into their anger or reply with sarcasm, indifference or anger of your own. Don’t tell them to calm down. That only adds fuel to their already inflamed anger. Let them know you’re sorry they’re experiencing the problem. A little empathy goes a long way.

3. Find a solution. Assure your customer that you’re going to find a solution to the problem either during the phone call, or you’ll call them back with a solution. If you need to involve your supervisor or someone in a different department, be diligent about finding the right person to resolve the problem.

4. Keep them informed. Tell them what you’re going to do to help them each step of the way. Tell them what you’re going to do to follow up. Then do it.

5. Resolve the issue quickly. Resolve the issue as quickly as possible. Studies show that when customers’ problems are resolved quickly, they will come back. They may even tell others about how well you handled their problem. Word of mouth is great (and free) advertising.

6. Show your appreciation. Thank them for bringing the issue to your attention. Then thank them for doing business with your company. Let them know you value their business. Showing appreciation goes a long way in building loyalty with your customers.

These are just a few of the tips included in the customer service training we provide for handling customer complaints. Satisfied customers are what make your business successful. When you have an upset or irate customer, finding ways to satisfy that person can turn him or her into a loyal customer.

I’d love to hear your thoughts and stories. You can also reply to this blog with your comments, send me an email - info @ keyinnovative.com.