As business telephone equipment experts, Spain Telecom is well aware that in customer service, tensions can be high sometimes. Whether it’s dealing with the service or other high-stress issues, it’s important to deal with angry customers correctly. With that in mind, here is our step-by-step guide for dealing with angry customers.
1. Remain Calm
While no one wants to be the brunt of someone’s anger, but keeping calm under this pressure is the absolute best way to get a customer calmer faster. It’s always better not to escalate the situation.
2. Listen to Them
It may seem obvious, but it’s so important to actually listen to what they are saying. You may have heard this particular complaint 100 times before, but this is probably the first time they are making it. If you’re listening well, you’ll be totally prepared to handle not only the concern but diffusing their anger.
3. Repeat Concerns Back to Them
It’s great that you’re listening, but they need to know that. Assure them that you understand them by repeating their problem back to them. That way you both are on the same page.
4. Try to Actively Sympathize
Chances are, this customer wants a sympathetic ear more than they want a punching bag. Apologize to them and let them know that you’re sorry this is happening and you want to take steps to make sure their problem is taken care of.
5. Show That You’re a Real Person
The customer is probably yelling at you because you’re a faceless representation of the broken product or service they are mad at. Remind them that you’re not just a part of the system, but someone that actually wants to help.
5. Follow Up Later
After you’ve helped diagnose the problem and even directed them to the right department or person, don’t hesitate to follow up later. As stressful as the encounter may be, but a quick follow-up up may improve their mood and make your next interaction that much more pleasant.
Need More Help with Business Telephone Equipment?
Of course, the best way to make sure every customer service interaction is pleasant as possible is making sure you have the right equipment and services. We offer a variety of phones and networking components to help your business run smoothly. We’re more than a company that sells products; we make sure our products work as well as possible by offering personalized troubleshooting services to our customers, whether you need assistance with design, installation or any other area of product use. Our knowledgeable and friendly support representatives provide 24/7 service. If you’re ready to get started with Spain Telecom, don’t hesitate to contact us today!