Dealing with slow website speeds frustrates you. How can you handle irate customers with professionalism?

First and foremost, it's essential to show empathy. We are used to unmatched browsing speeds, so website problems can be frustrating for customers. Therefore, we should start by showing empathy and then establish a basis of support by guiding them through the troubleshooting steps outlined in our guidelines or the particular bespoke system we are supporting.

Na minha experiência, ouvir o cliente, identificar a insatisfa??o e buscar a melhor solu??o, que nem sempre será a perfeita para nosso cliente, mas a transparência e firmeza no posicionamento o fará entender que nem todas as expectativas s?o possiveis nesta convivência entre empresa e cliente, para ambos os lados.

Para comprender los problemas del cliente el primer paso es escucharlo atentamente, desprendiendose de la tentación de venderle antes de saber qué necesita y si tu producto o servicio le podría ser útil; crea empatía, conoce su negocio, sus procesos y piensa como ellos; una vez que identifiques su necesidad, piensa en una propuesta que agregue valor y que mejore su situación

I had usually asked the customer what website they were trying to get to and try it myself, if I wasn't having an issue, then I would walk through with the customer troubleshooting potential causes on their side.

La empatía y la amabilidad son puntos importantes al asesorar a un cliente con inconvenientes. Considero que primero hay que ayudarlos con un peque?o sondeo; para ver si poseen un buen antivirus, una conexión estable, tipo de conexión. Para descartar la existencia de algún problema en su hogar. Una vez descartados los problemas de conexión hay que pasar a ver qué puede ocasionar el problema y ayudar a resolverlo.

La comunicación eficiente y efectiva parte del hecho de que el cliente esta convecido de que ya conoces su problema de la misma manera que él, pues lo escuchaste y le comprendiste; genera una relación de confianza profesional entre ambos; habla con palabras simples, secillas y alineadas con lo que necesitan; comprueba que tu escucha fue eficiente haciendo preguntas que validen las conclusiones preliminares que obtuviste y completa la evaluación desde ese ángulo.

Uma vez no trabalho, deparamos com inumeros casos de cancelamentos por falta de comunica??o, pequenos desencontros de informa??o que geram perda de clientes, formamos um time de recupera??o dos mesmos e observando histórico de reclama??es, assumimos a culpa, renegociamos e recuperamos grande parte destes cancelamentos, ouvir e entender sua base só fideliza a mesma.

Al cliente hay que hablarle con un tono de voz que le transmita tranquilidad. Todo lo que se le explique debe ser lo más sencillo posible. Siempre es conveniente chequear si ha comprendido con claridad y evacuar también toda duda que pueda tener. Debe sentir que cuenta con quien lo está asesorando.

Posiblemente el problema requiera de una solución inmediata que pueda temporalmente implementarse con rapidez, mientras, si detectas que debe profundizarse en la solución a mayor plazo, trabaja en una solución definitiva, a un costo viable y sostenible en el tiempo, sin esperar desde el inicio que la relación se mantendrá en el tiempo, pues solo el resultado, la empatía y el servicio lograrán este objetivo de fidelizar al cliente

With customers, I would walk them through the solutions we had done through the troubleshooting. It was a way for them to do their own troubleshooting first before they called. This would give them an understanding of the issues associated with these kinds of issues and they could tell me what they had down beforehand. And then if needed I would run a trouble call out to them and check their service.

If there was a problem with service to the customer, I would investigate and put in a ticket with the owners of the telephone lines if needed. I would or have another technician if I wasn't available, to follow up with the customer to make sure the issue was corrected.

Could you solve the underlying issues? Why is your website loading slowly? Use analytics to find slow-loading pages. Get rid of everything that does not contribute to your conversion goals and does not add business value. Mist sites are simply overcrowded with useless information and unused gadgets. Optimize the content and the structure of your pages. Review your extensions and tools. Are they slowing down the visual appearance of the page? Is the tool worth the additional wait for customers? Audit your user experience design. Find original and entertaining UX to create the illusion that you are not waiting for the user. Optimize the sequence of events for loading.

Dealing with upset or frustrated customers is a fact at some point in a persons career. Even more so on phones. But whatever the problem treating them with dignity respect and empathy while listening to their problem and actively either trying to fix it if possible or giving them the resources and information that they need and guiding them where they need to go, if you can’t fix their problem, is the best thing to do. They turned to you for help and customer service is your job you’re providing so being knowledgeable and able to communicate that knowledge to the public in a respectful efficient and kind way is a skillset you need to hone in achieving excellent customer service in every field, internally or externally.

If you are a professional who values your time and your client's, you have surely implemented a backup, a plan B, and a CDN. A good idea is always to maintain a temporary static page as a fail-safe and manage the DNS in the cloud. This way, you can manage and activate backup servers in just a few seconds in a critical mission scenario. This approach allows you to gain time to investigate the cause more thoroughly and devise a definitive solution.