Everyone whose job has ever included dealing with customers over the telephone or live chat is familiar with the “customer from hell”.
I don’t mean your occasional customer who is frustrated with your product or service, oh no. I’m talking about those customers who outright insult you, spit vitriol at you over the phone, and are so enraged that you can just picture them foaming from the mouth like a rabid animal.
These are not your normal, everyday upset customers. The customer from hell, while rare, seems to make it his (or her) mission to offend you and rant endlessly about how your company has no clue how to run a business. They might swear at you, call you nasty names, or even use empty threats to scare you. I mean real fire-breathing, show no mercy, “take no prisoners” customers from hell!
In all seriousness though, customers who believe they have been through a terrible experience need your help, support and understanding. When taking care of these customers, remember—they’ll try to get under your skin. Their goal is to get you angry so that you’ll counterattack.
However, if you do lose control, they win. When you lose your cool with a customer, not only will you never see that customer again (which in some cases, you might prefer), but they will spread their story to everyone who’ll listen about their horrendous experience.
If the story is bad enough, those people will spread it too. That’s not the kind of word-of-mouth experience that does anything good for your business’ reputation! In fact, it’s a great way to lose potential future customers.
Many times, your initial reaction to these customers is to be defensive, or want to reach through the phone and physically hurt them. Obviously, you wouldn’t do either of those things…so what should you do in this type of situation?
Provide an Outlet
Listen to your customer carefully. Let them say what they need to say. You will only serve to infuriate the customer if you attempt to interrupt them or calm them down.
While listening, you should always show some sort of affirmation to prove that you’re paying attention. Even if it’s only an occasional “yes” in a positive tone, the goal is to convey an air of approachability, interest and concern.
However, providing an outlet does not mean you have to apologize profusely while a livid customer berates you. If the conversation does escalate—for instance, if the customer starts swearing at you and calling you names, you will need to become authoritative. After all, you’re a professional…not a doormat! Here are some tips on what you can do to get the respect you deserve:
• Use a firm tone when speaking with the customer
• Let the customer know that you want to help, but if they continue to yell and curse at you, you will be forced to end the call.
• Only apologize for the problem and work towards resolving it after the customer has calmed down.
Remember—you are a professional. You know your job and your company. You know your products and services, and you know how to handle people. Don’t take it personally, their anger has absolutely nothing to do with you.
Lastly, be confident…not arrogant. Your customers will pick up on your confidence, and respond accordingly!
Break the Tension
The customer from hell will try to direct their anger at you, as if you were solely responsible for every woe in their lives. The truth is, many furious customers are so wrapped up in their anger that they forget you are a living, feeling human being.
To break the tension, gently remind them that you’re an actual person, and that you would like to help.
A phrase like “Have I done something personally to upset you? I will help any way that I can.” can help bring the customer back to earth. This will also help bring them back to the real issue at hand, and encourage them to vent about that—not you!
Tame Your Customers from Hell!
The approach you take when handling customers from hell can mean the difference between their satisfaction and their further irritation. Look at it this way: They could wind up singing your company’s praises, or make it a mission to warn everyone about how lousy your company is, and why they should never spend a dime with you. Remember—only you have the power to turn that terrible encounter into a fantastic one!
| About The Author: Nicki Flouton is the Customer Service Manager for Multiple Stream Media, an online advertising network helping small businesses gain visitors to their websites, and acquire new clients the inexpensive way. For your free and non-obligatory consultation please visit – http://www.rent-a-list.com |
