• 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.