• Ssemujju Lewis E

How A Customer Care Representative Can Deal With An Angry Customer

A happy customer is a forever fan of your business, unlike unhappy ones who just quit there and then, and some do it without letting you know what went wrong.

An excellent customer service layout allows a company to address customers’ demands and empowers the company to give customers a good experience. Companies need to experience the customer service skills as the engine for their growth; it can also be a set of behaviors a business would rely on to retain existing customers and attract new ones.

Excellent customer service is the easiest and cheapest PR a company can have. Many people prefer to buy services or products from companies associated with outstanding customer care service even if the quality is not better. They like the care and attention provided to them by service providers. This can range from home deliveries services, good communication from services providers. Greeting emails can also increase the gratitude of customers to your business. Request feedback from your clients to find out if the service provided was helpful to their needs or not.

How do you get to know (signs) that customers are not happy with your services?

Customers, in an instant, will switch to your competitors if you continue to provide services that are not related to their demands or are satisfying their needs and, adding insult to injury, poor customer care services. Sometimes some customers won’t notify you or terminate; they will walk away and inform you that you no longer have customers is the low rate of selling and business frustration. It is an essential factor to offer better customer care service and reach out to them to see how they are doing by sending emails and phone calls; here are some of the signs that will help to identify unhappy customers towards your services;

1. Purchase return

When things sold out from the business are returned, that will show you that a customer was dissatisfied with your services or the product didn’t meet the qualifications.

2. Rejection of discounts and other offers given to them

This is another sign that a customer didn't like the services they got the last time; they may not have communicated or returned the product but decided to show you that he wasn’t satisfied with your services.

3. Ignoring your calls and not responding to your email

If your customer is not attending to your calls and not responding to emails with no reasonable fact, you don’t have to ask much that is one fact that will inform you that a customer was not happy with your services.

4. Comparing your services against your rivals

Comments like “you should start work like your neighbors, learn from your neighbors” without giving direct hints know that customers have started doubting how you’re operating, which might cause them to leave your business.

5. Losing hope and trust

This is the final stage of customer dissatisfaction. After that, your clients will start looking for services from your rivals as one way to address their problems because they can’t continually tolerate your poor customer care services, and they are not hoping for any change.

What might cause your customers to become angry or dissatisfied?

There are several reasons your customers can become unhappy with your customer care services. For instance, when a customer receives a different product from what they ordered, this might annoy your client and become more dissatisfied with your services. Generally, there are some common causes of customer dissatisfaction, and let us look at some of these;

1. Poor quality services

Your customers may have issues with the service you provide or the quality of your products. For example, a customer who placed an order for a first-hand product but ended up receiving second-hand will become more dissatisfied with your service (s). So it might cause them to leave bad reviews on your website store.

2. Pricing

Suppose you continually change the prices of your products or service prices, and maybe some of your clients were grateful for the product’s prices before. In that case, it may lead your customer to leave you and start buying products from competitors to solve their problems.

3. Poor delivery and specifications

It is usually worse when you receive something different from what you expected to acquire because of the wrong specification or description. Hence, it is the same story when the customer receives an order that is not similar to what they ordered. As a result, they may think that the company is not serious or pay attention or give value to their order, which may cause a client to become dissatisfied with your business.

4. Hidden product information and unexpected costs on the side of the customer

Information like product usage, date of expiry, and manufactured date sometimes is not labeled on the products (hidden); it may cause your customers to start suspecting your company to offer expired and harmful products because the product information is invisible. And also, information about deliverance can cause customer dissatisfaction; for example, if the company applied delivery fees on goods transited separately from the cost of a product you didn’t communicate before, this may cause confusion and conflict between sender and receiver service.

How do you speak to an angry customer?

When it comes to handling an angry customer, you, as a service provider, have to be polite and use light words to change an unhappy customer to a loyal customer. And this can be done by getting into other analytics about customer interaction to help you understand customers' problems. The following are the best tips for any company to deal with dissatisfied customers.

1. Say “I hear you,” not “I understand you.

If you are talking to an angry customer, do not use words like “I understand you” because many experts handling customer service issues recommended that I understand you are wrong. After all, it is void. Instead, from the experience of many experts, the best word to use while handling an angry customer is “I hear you” because it contains all terms that imply you are listening to someone.

2. Say thank you for being sincere with me

This is the second tip to calm down an angry customer who is not happy with your service because your customers feel that your mind about them also shows humility to your customers.

3. Say you are right to be angry

This is a great tip to turn your angry customer into loyal. Do tell the angry customer that they are 100% correct and let him leave the conversation feeling better for the sake of themself.

4. Say we regret

It would help if you stopped thinking that you’re perfect and irreplaceable. Instead, be polite to your hurt customer and show them that you are also a human being and you fail, you can make mistakes, and something can happen that is right instead of keeping dancing around when your customer can’t see any sign of being helped.

5. Admit the error

This sounds like you are too emotional but shows you understand and value your customer’s issues. This gratitude will automatically heal the customer’s anger and become emotional, too, because the interaction has shown them that you have understood their problem.

6. Ask the customer, “Would you mind if we record this for further follow-ups.

This sign will create a good heart in a hurt customer because it assures them that their complaint is valued and considered.

7. Promise to help

Say I am trying my best to help you; this implies to your customers that you are becoming a solution to their problems.

8. Ask if you have been helpful to your angry customer

This may sound somehow unprofessional or force your client to remind themself that you’re also a human being. Still, it helps you to understand what the customer’s gratitude is after the conversation. Ask, “have I done something personally to help you, or did I annoy you in any way while trying to solve your problem?

How to handle an agitated customer

1. Stay calm and humble

When a customer starts yelling or complaining for reasons like poor customer care services or wrong orders delivered, please don’t argue with them, first wait to respond because you will gain nothing by reacting similarly. By the way, that exchange of words may bring up conflicts, so it is better to keep quiet as you try to calm them down even if they become ruder, try to maintain or control your emotions.

2. Use your listening skills.

The first thing that will calm down an angry customer is being open to them, listening carefully to their complaints, training yourself to be very patient, and responding when a customer has reduced their anger to soothe the situation. To do this, you should experience the following actions;

  • Use body language like forgive, can I talk to you please, or can I have a little bit of your time, please?

  • Keep your arms crossed so that they can’t suspect that you might fight them.

  • Please keep your eye contact so that a customer believes you are listening to .them

  • Show closely you are paying attention to their problems.

3. Prove to a customer that you have understood what they said

Let your agitated customer know that you have understood all they said to make sure you know each other and assure customers that you know that their concerns have been approved and will be considered. For instance, you can start by saying that simply what “I heard is……………then repeat some of the previous words said so long as it won’t take back customers into anger and highlights how the concern reported above hinders them from achieving their goals. This will turn an agitated customer into a loyal customer because they think you are paying attention to their problems and understand why your customer needs your help.

4. Apologize gracefully

The best thing you need to practice when you are handling agitated customers is to express an apology to your customers for the incident that happened or the error that occurred, or if they are not happy with your products. Here you might need a straightforward statement while speaking to your agitated customers like, “I’m very sorry for something that happened but let’s see what we can do to make things right.” Then, you can end the conversation by thanking them for their time and bringing the issue to your attention.

5. Be honest with your partners and customers as well

It is essential to stay calm and to be sincere when you are handling agitated customers. Make sure that words are coming from your mouth are deliberate and respectful. Be polite to your comers and don’t respond to your customers in equally angry manners. You may choose to take a long route to diffuse tension and make the customer feel taken seriously.

6. Display the steps you will take to control and solve the problem for the customer.

Explain the steps you will take to overcome the problem here; try to indicate how you intend to address their concerns and ask them if it will be possible to cooperate with them to solve such a problem or be done through the phone. The technical way to do this is to implement a lane for your customer, highlights some of the steps you will take while solving their concerns, and let your customers know what you are targeting and when they are likely to have a resolution.

7. Create a solution

This is the final step to consider when you are dealing with dissatisfied customers. When the company understands why customers are not satisfied, be polite to them and request to express what they feel can be undertaken to solve the existing problem. You never know some customers like involved in making decisions that might provide some degree of satisfaction.

In conclusion, your business stands on the power of sales. Without customers, there are no sales. Therefore, to maintain your sales, you have to retain your customers. To do this, you need to learn how to handle customers depending on the situation in which they are in.

Customer Service With MonkeyPesa

Monkeypesa is a customer support software catering to multiple arms of your business - from sales marketing, automation and customer support. With the spirit of helping small and medium enterprises grow and thrive in business, Monkeypesa is a user-friendly tool. The pricing, features, analytics, easy to interpret dashboard makes it simpler for the users.

MonkeyPesa Features:

  • Team collaboration

  • 360-degree view of customers

  • Livechat software

  • Ticket routing

  • API

  • Automation

  • Community forums

  • Self-service portal

  • Insights, analytics and reports

  • Human Resource and payroll

  • Live Chat

  • Bulk SMS and email management

  • Knowledge Base

Monkeypesa has a live-chat portal that allows customers to interact with a customer service agent right from the company's website. Clients use this chat-enabled service to reach out to the company for inquiries. The service is very pertinent for businesses and companies relying heavily on their websites for traffic and customers.

It is important to note that clients do not want to be stranded for long waiting for replies. Therefore, employ a large team or use multiple software such as chatbots to automate some chat interactions. Live chat software enables agents to solve customer issues in real-time and from wherever they already are. It makes the process comfortable as it is instant and doesn't need a physical meeting. Here, the reps can catch issues instantly during the conversation.

Email management is another crucial aspect of MonkeyPesa customer support software. Email interactions are notorious for being slow, especially if few monitoring agents and a high volume of emails daily. Customers may need a response faster than some email service strategies can provide, especially when the conversation requires more than an initial email and a reply.

Any capable customer service team should possess a central and accessible knowledge base to simplify simple inquiries. MonkeyPesa lets you build a knowledge base backed up by well-written articles for customers to peruse through searching for answers. Without the articles, there is no knowledge base. A knowledge base is the end product of collecting and organizing that information into a usable form. This feeds directly into the self-service portal. This is the ultimate test for your customer support. This section is filled with an FAQ (Frequently Asked Questions) database and a knowledge base that contains other information like product specs and case studies. Customers can easily comb through these and find answers from queries of those before them.

Social Media is a very relevant tool of sales and marketing today. Every passing day, there is a new social media channel your clients and prospects sign up for. MonkeyPesa provides a centralized location for all your social media interactions — tweets, posts, reels, videos, comments, replies, Direct Messages. Accessible Communication is a giant step into maintaining good relationships with clients. Strong relationships generate more sales and support, improve client satisfaction, and can even reduce business expenses.

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