The Right Words and Phrases to Say to an Angry Customer
Now this one is great. Not only does it break down your angry customers by type so you can understand their unique demeanors and reactions better, but it also gives very helpful phrases and wording suggestions for you to use. To be most successful when communicating with upset customers, you have to know just how to talk to them and just what to say in order to win them over. It's a delicate balance and is what makes or breaks your future business with them. Read on so you have some better strategies for what to do.
"When it comes to calming angry or irate customers, a skillful use of language by your agents could be very important.
Here, we present our analysis of the four main irate customer personality types and our list of suggested phrases for tackling these most difficult of characters in this scenario. In addition, we also supply a list of words we recommend using and helpful advice from our readers..."
Customer Service Fails When Employees Forget How It Feels To Be A Customer
It can be easy for our team members to get caught up in the hustle and bustle and to not think about the impact of all gestures, words, and more that our customers see and hear. With that said, it's oh so important to remind our customer-facing team what it feels like to be one of OUR customers. They need to walk in our customers' shoes and experience what we are displaying. Then, as you will read in this article, there are some additional exercises that can be done that are helpful in making sure that we knock our service out of the park every time.
"It happens at the best of companies, and it’s never a comfortable moment: You encounter an employee or co-worker treating a customer poorly. Not necessarily flat-out rudely, but at least a lesser offense: perhaps rushing a customer, sounding distracted, giving a bare-minimum response to a question or request, and so forth.
Obviously, this isn’t good. And if you’re interested in what may be causing it, here are some common culprits..."
Six Unmistakable Signs A Company Doesn't Care About Customer Service
Okay, ending on this one might seem a little backwards, but I am convinced that your company does not fall into this category of "not caring." However, it is really important to recognize the practices and signs of a company who simply does not care. Your company may be a victim of some of this at least partially, so it's a great way to throw this in your face so you can no longer ignore it. Delivering excellence in customer service is mandatory, not an option.
"Any company can claim to be committed to customer service excellence—and most companies do make this claim. Yet far fewer companies follow through, beyond slapping a “Customers Are Number 1!” poster on the wall, or writing a platitude-laden, soon-to-be forgotten mission statement.
Do you suspect that the company you work for falls into the just-lip-service customer service camp? Having seen a lot of fabulous (and a few non-fabulous) companies in my work as a customer service consultant, I of..."
