Have you ever wondered what you are going to do when your customer is getting hostel towards you in a chaotic situation? Customer service is a delicate field full of customers expecting the most and professionals trying to balance making them happy while still adhering to a company’s guidelines.
When a problem occurs before, during or after a transaction with a customer, it’s essential to do everything in your power to correct the problem while maintaining a positive attitude, professionalism and a sense of empathy. When a company offers no solution to a problem that is essentially their fault, a customer is going to quickly turn from satisfied to anger. Here is a look at some ways that you should turn a chaotic situation with a customer into harmony.
Be a good listener
The first thing your customer needs is someone to listen to them and make them feel heard. Listen to your customer’s complaints as they tell you the problem and listen as your customer offers solutions on what they’d like to see happen as a result of the incident. Sometimes, customer service representatives are quick to want to do a one-size-fits-all solution or feel personal attacked leaving them feeling frustrated themselves.
In most cases, a customer isn’t feeling listened to which allows them to vent the frustration, get it off their chest and then take a deep breath as you offer a possible solution. Sometimes, it may take teamwork between the customer and the employee to come up with the best solution of what would correct the problem in moving forward towards harmony.
Sometimes when a customer is at the point of yelling, cursing or being unreasonable, it’s hard to remain calm yourself as the person who is taking all of this on behalf of the company. It’s important, not only for yourself and the company, but for the customer, to be calm and remain calm. It’s too easy to want to take an attack personally, match the mood of the customer and raise your voice as well.
When you remain calm, the customer will start to realize that their unreasonable behavior is making them look bad and they will start to match your tone and mood. You can’t help a customer until they’ve reached a calm mindset, so show as much patience and understanding as you can find in you.
Be flexible and willing to learn
The best way to stand out from other customer service departments is to show you are a flexible problem solver. While you think there is a standard solution to unhappy customer’s requests such as a refund or replacement product, sometimes it’s something you’ve never thought of. If you run a spa and your customer had a horrible massage experience, rather than offering money back and another massage, try another route.
Your customer may not be eager to risk another poor massage experience but they may love to come back with a friend to get a nail treatment with a bottle of wine. If they don’t want to work with your spa on another appointment, maybe they’d accept you offering free advertisement for their business by keeping their business card and brochures handy. Being flexible with a solution will not only please the customer, but it will make you look really good.
It may seem crazy to not just offer a refund or other treatment option but sometimes you need to be willing to work with an unhappy customer in a unique way. Customer service is not a one-size-fits-all type of field and customers appreciate the extra mile in any situation. If the request is something unusual, be willing to learn more on what they need and use to improve your business in handling future issues. One bad experience may be a learning experience for an employee that can be passed on to the whole staff which leads to fewer problems in the future.
Use these tips to turn a chaotic interaction with a customer into harmony. You may gain a customer for life by showing your ability to empathize, be patient, listen to a customer that has a story to tell and by offering creative solutions or learning from theirs in order to serve them best.