Here's How #SuperReps Delight Angry Customers

Some customers can be very difficult to handle.?

As a customer service representative, it’s important that you know how to deal with such customers – to not only resolve their issues promptly but also leave them delighted.

#SuperReps in top-performing support teams have cracked this code.

Here are 12 ways they delight angry customers:

1) Use empathy phrases-?

This is to let customers know that you understand their problem.?

Recommended Read: Empathy Statements for Customer Service: Examples and Tips

2) Apologize

This will instantly calm down the customers and steer the conversation towards resolution.

But remember, not to go overboard with the apologies.

An apology that extends beyond the first seconds of the interaction can reduce customer satisfaction.

3) Refer them by name

This adds personalization to the conversation, making customers feel like you know them.

4) Ensure you’re the right person

That customer is angry as is, the last thing they want is to get transferred from one rep to another.?

So, make sure you’re the right person to resolve their issue.?

Ensure the IVR option of your phone system is activated. It will help navigate customers, based on their needs, to the right reps.

5) Introduce yourself

Briefly let the customer know who you are and that you’re the right person to address their issue.

6) Ask them questions

Asking relevant questions will convey to the customers that they are moving towards resolution.

7) Adjust your tone

You must stay calm throughout. In addition, the tone should be positive, empathetic, and confident.

8) Repeat their concerns

This is another tactic that will make customers feel like you have listened to them and understood their problems.

9) Get the context (without asking)

If your phone system is integrated with the CRM, you will be able to know a lot about the customer even before you answer the call.?

For one, you will be aware of all the interactions that customer has had with your team in the past. Such context can play a pivotal role in customer support.?

You can use this information to personalize your interaction with that customer.?

Check out this video as Sangeeta Priyadarshini , Lead - Product Marketer at Zoho , deep-dive to discuss the power of context in customer experience.

10) Explain the solution

If the problem is particularly big or complex, split the solution into multiple steps – and explain those steps to the customer.

These steps will help you tailor a delightful conversation with customers. But if it doesn’t work…

11) Get help

In case the conversation is getting heated and the customer isn’t ready to listen, bring your team members or managers into the conversation for help.?

They can help you through call whispering (give advice in real-time without the customer being able to listen to them), call conferencing (join the call with you to talk to the customer), or call transfer (take over your call).

12) Don’t take it to heart

Sometimes, despite your best efforts, delighting angry customers will be almost impossible. And that’s okay.?

Don’t get disheartened – not even if that customer churns. Keep up the good work.

Keep upgrading & improving

While some people can be difficult to handle, the collective expectations of customers have increased significantly when it comes to support.

More than 65% of people have higher expectations for customer service today than they did 3-5 years ago.

So, it's essential that organizations invest sufficient resources in upgrading their existing practices and methodologies to map to the current tide.

Now making changes to the customer service infra might not be the cheapest and easiest task at hand. But as Matt Sweetwood puts it, "If you doubt whether you have the time and energy to improve your customer service, just ask yourself: "How badly do I want my company to be a winner?"

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