CUSTOMER SERVICE 101 - Angry Customer.pptx

Customer service 101

1. CUSTOMER SERVICE DEALING WITH AN ANGRY CLIENT/CUSTOMER

2. 1. Stay calm Try to understand that the customer isn’t mad at you:  They’re frustrated with the product or service, and you’re the person to vent to . Keep calm and speak with a composed voice:  This can help disarm even the angriest of customers and increase the odds of de-escalating the situation. When an angry customer takes their frustrations out on you, it’s perfectly natural to take it personally. Your instincts may tell you to get defensive, especially when you know the customer is wrong. But remember, you’re there for customer support. You need to help them resolve their issues and diffuse tensions.

3. 2. Be an active listener Practice active listening skills by : Taking opportunities to  verbalize that you’re listening —use phrases like “I see” or “of course.” Focus on the words  they use so you can mirror their language and acknowledge their feelings. They’re angry, and they want to be heard. If you’re their first interaction, give them the floor and actively listen to what they have to say. It’s your customer’s time to express what they’re feeling and experiencing. Take the opportunity to listen and support them through the resolution process.