Turn Angry Customers Into Your Brands Biggest Fans

Do some customers seem like they are just spoiling for a fight? Do you find that no matter what you say it doesn’t solve their grievance?

In these circumstances you need a special set of skills.  The good news is that they can be learned.

These skills are ones that are more likely to be tested with practical exercises. At an assessment center it might be one of the competencies that are tested when you are working on a group exercise. For example, you may be asked to solve a theoretical problem with a client. By incorporating customer care into your plan you will be able to show the assessors that you are thinking of the long-term, not just the immediate challenge.

Alternatively, it might be measured in an interview. For example you might be asked to sell something – like a paperclip – to the assessor. In such tests you have to identify a reason why the other person needs a particular product. You are also likely to be asked what you would do if a client has a complaint, or returns goods, claiming they are faulty.

Clear communication is essential in customer service – you need to know what the customer wants, and be able to articulate what you can do for the customer. Enunciating, speaking loudly enough, and employing an upbeat tone, will help you communicate clearly and positively with your customers. These skills are essential in phone communication as well. If you write or email with customers, be sure to use proper grammar and spelling, and choose words and phrases that convey a similarly upbeat attitude.

People that work in customer service need to be able to calmly handle all customers, even the most negative ones. You must strive to remain calm and cool, even when your customer is not. Patience and self-control will keep you from getting upset and saying something inappropriate.

In customer service, you deal with many customers who have a problem that needs to be solved. It is important for you to be a creative problem solver. Always make sure you understand the problem clearly, and offer them possible solutions. Think creatively; often you will need to think of solutions that fit the needs of a specific customer. If you cannot find a solution that works for the customer, help them locate additional help. Follow up with the customer to make sure the issue has been resolved. Customers will appreciate your interest in their problem, and your willingness to help, in whatever way possible.

When dealing with a customer, you want to be able to take control of the situation and do what you need to do in an efficient manner. If you are meek or passive, the customer may not have faith in you. However, you also don’t want to be aggressive or demanding, which can offend customers. By speaking in a strong, steady voice, asking direct questions of the customers, and keeping track of what you need to do, you will convey confidence without being aggressive.

SMART Service Desk IT Service Management Software is a great start to creating your very own customer service legends. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
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