Have you attended to a complaining customer who is really bitter over something that you never expect to cause such bitterness? Well, that is often not a new things when it comes to attending to customers but the ability to curtail and handle it properly is the key.
Certain times, some customers come to lay complains that is by no chance related to the business, the employee attending to the customer, the product or the services, it might be a third party contractor or maybe another member of staff. In most cases you just got to the wrong place at the wrong timing. Most times the customer goes so hard on you that you wonder why this is happening. Trust me, this is inevitable most especially with business and humans.
With the customers having a lot of things running their minds, they might become a ready fuel for an unjust spark of complain over something trivial or nothing at all. At the point, the employee or customer service take certain steps to make the customer happy which includes;
Apologies To The Customer Not To The Situation
Never ask for a details of what happened if you do not want to spend hours trying to continue the elongated conversation which could still lead to continuous complains. Rather, apologise to the customer for inconveniences. Asking for the problem first will be a major failure because the customer will keep complaining.
Never Try To Correct a Customer
While trying to attend to the issue, never correct the customer because they are always right. Try as much as possible to Exorcise your Ego, as the company does not care who is right or wrong provided the customer isn't gone.
Take Time To Here The Customer Out
Never try to cut a customer shut when they are trying to lay a complain to you. The fact that you know what they are saying or what they want to say doesn't warrant you cutting them shut. Try to hear the customers from the beginning to the end. Do not forget that a complaining customer might be angry but when you allow them explain themselves to the last, you give them the opportunity to vent.
Empathize With The Customers After Listening
Always try to understand the view of the customers and then try as much as possible even though you do not agree with them. Make them feel you are with them and understand what they are going through. Share their concern with them, so they know someone understands them perfectly.
Apologise Properly
The only way to kill anger and temper is to apologise. Either the customer is right or claims to be right, Apology is a key to soften the customer's heart. Continuous apology calms the tensed customer as well as the environment. A customer that is angry doesn't want a solution, maybe a proper one but after apologising, the customer is willing to go to the next step
Attend To the Problem Fast Enough
After you have calmed the customers, the customers will now be willing to allow you attend to their problem. At this point, the customer is able to give a reasonable thought of the event as well as see how good you are while attending to them. Ask the customer if he is satisfied with your help. If he is not, ask how you can help further and try to do it. Doing this gives the customer a grateful heart towards the company for always being ready to solve problems and making customers smile.