In the world of customer service, the customer’s’ experience is the most important thing. Companies make sure that their customers and consumers get the best service. However, there will always be a challenge. There will be that one customer who isn’t satisfied with the result of the call. Customer service challenges will always arise.
One unsatisfied customer can have a big impact. It can damage a company or the business. A study revealed that one angry customer probably means there are 26 others who are also not satisfied but did not speak out. It was also found out that 1 angry customer will tell her bad experience to more people. Meanwhile, a happy customer will tell her experience to fewer people.
Moreover, American Express Survey reported in 2011 that 86% of customers have stopped a transaction because of the customer service. Whether that was because of the product or the agent’s fault, it will be a big factor and a loss for the company.
Facing customer service challenges is hard but you can turn those things into positive learning just like these:
Don’t know the answer
When an agent does not know the answer to the customer’s question, it is a big challenge. It’s a must that agents should answer a customer’s queries about the products. However, there are times that it is impossible to know everything. This is true especially if you’re new. Now, the solution to this is that never tell the customer that you don’t know the answer. Instead, tell them that you will do your best to find the answer to their problems. That way, your customer will not get mad plus they will think that you are prioritizing them.
Transferring a call
Customers hate it when their call is being transferred. They hate it more when it takes too long. Nobody will say thank you once you tell them that they are being transferred to another agent or another department. This is because most companies and agents don’t explain why they are being transferred. You should explain to your customers that transferring their call to another person is for the best. It will solve their problem in the fastest way possible.
Not doing favors
There are many customers who think they can ask for favors. However, every agent knows that they are not the ones deciding if they can bend the rules or be lenient. Sure there are times that a tiny request is granted because it’s easy and you know you can. However, there are times that it’s really a “no”. Saying “no” to customers is fine. However, you have to say it with sincerity and explain the consequences that will happen if you say yes. Tell them that it might affect other customers. Other worst situation might happen if you do say yes to them.
Product Problem
Now this one is very tough. You have no control over it as you are just there to provide customers a happy experience. Encountering a product problem, whether it is out of stock or defective is a headache. When it comes to a situation like this, you should be empathetic to the customer. You should tell them that you will replace the product immediately. I am sure that will decrease the disappointment they feel.
Angry Customers
Having angry customer shouting at you on the phone or typing in caps lock is the worst. It might be because of the reasons above. When times like this happen, you should always be calm. Listen to them, say sorry, accept the wrong that you did and help them sincerely.
In the end, all companies want is a happy customer so they will have a happy company. Customer service challenges will always be there so it is best to know what to do in those situations.
If you don’t want to deal with angry and frustrated customers, we are here to help. Contact us!
