The Right Way To Support Frustrated Customers

Steering frustrated customers is a big challenge in business. There is no doubt in saying that customers can get irritated quickly with poorer services.

Transferred calls, the need to repeat details, and getting the same advice over and over doesn’t make for smooth conversations. Technology like CCaaS solutions keeps contact centers running smoothly across contact channels.

Contact center as a service (CCaaS) helps businesses to stay relatively closer to their customers across different channels.

Today, customers have several alternatives at their disposal, and they expect companies to be accessible via any channel that they may use.

CCaaS is a cloud-based solution provided as a service that enables customer service organizations to manage multichannel contact centers and customer interactions.

In the modern business era, CCaaS has evolved its paradigm at a much greater pace.

Besides handling incoming calls, it can automate most of your communication-based, interaction-based, and handling-based tasks intelligently when integrated with Artificial Intelligent tools.

In this way, AI tools streamline customer service processes and ensure a positive customer experience.

The development of a positive customer experience is dependent on the timely resolution of customers’ most pressing issues.

As a result, they feel satisfied, and they become one of your most ardent supporters. Their positive word-of-mouth provides your brand with credibility, and ubiquity, and attracts new customers.

Yet, what if you fail to satisfy your customers at the right time?

Certainly, they become frustrated and perceive a negative intent against the credibility of your brand.

So, how can you help frustrated customers?

Five Ways to Support Frustrated Customers Like a Pro

When you’re interacting with angry customers, chances are you will have to put extra effort to turn the situation around.

Chances are that you will likely have to put in much more effort to solve the problem. However, you can do certain things to help resolve the situation.

Here are some effective ways to deal with angry customers:

1. Show Sympathy and Empathy

Most times customers are frustrated at the start of a call or could get uneasy during a call. At that time, it is essential to be courteous and attentive. Utilize empathic language to express sympathy, and help them express their pain points. Communicate with the respect that you understand the source of their anger, express your compassion and as per above, it is important to stay patient and thank them for their time.

Simply expressing empathy significantly increases your chances of receiving a response.

2. Stay Calm and be Optimistic

It’s important to stay calm and not add to the emotional charge of a situation by becoming angry or frustrated.

Maintain a positive outlook on your actions. Get assistance from those in higher authority, and at times, pay attention to their advice, suggestions, and solutions. Provide them with solutions that you have planned based on your experience so far.

3. Introduce Yourself and Offer A Solution

Begin introducing yourself and greeting them, as you normally would.

Telling the customer your name and presenting to help resolve your problem. Try to carry an interaction more personally as this will help you a lot. Additionally, avoid referring to them as “Sir” or “Ma’am”.

Following the agenda, offer a solution confidently which helps in resolving the situation.

Offer a solution and be open to discussing the issue further.

4. Explain The Steps You’ll take to Solve The Problem

This is an important step. Here, explain the steps that you have driven in advance to get started addressing their concern.

Whether it’s something simple you can do via phone or a more complex series of steps to be taken, explain the best courses of action so the client is included in the process and understands and feels appreciated.

This lets an angry customer know exactly what you’re doing to help them and how you’ll get them out of the situation.

5. Thank The Customer

At last, appreciate the customer by thanking them for having them onboard.

Additionally, you can request feedback based on their interaction with you. Positive feedback aids in identifying good practices and signifies a successful outcome.

You can end conversations positively with, “Thank you for your patience while we resolved this issue.”

I hope you found this an insightful read.

Please leave your thoughts on this topic below.