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<\/a>\nimage credit: astanita<\/a><\/p>\n
Here are some things you shouldn\u2019t say to a distressed customer and why, along with pointers on how to regain customer interest after the fact.<\/p>\n
10. Don\u2019t say \u201cCan you wait a moment?\u201d<\/h3>\n
Instead, say, \u201cUnfortunately you\u2019ll have to wait because\u2026<\/p>\n
Angry customers don\u2019t have time to wait. They are already talking to you and waiting for the problem to be solved. In addition, and angry customer\u2019s judgment is clouded and the longer they wait the more frustrated they become.<\/p>\n
9. Don\u2019t say \u201cSorry, but\u2026<\/h3>\n
Instead, say, \u201cI apologize for\u2026<\/p>\n
Saying \u201csorry\u201d won\u2019t fix the issue at hand. An angry customer is likely to call you out to the effect of \u201csorry won\u2019t fix it\u201d. Saying \u201cbut\u201d effectively negates your previous point and invites the start of an argument. If you do apologize, do it sincerely.<\/p>\n
8. Don\u2019t say \u201cCalm down.\u201d<\/h3>\n
Instead, say, \u201cI hope you understand.\u201d<\/p>\n
The worst thing you can do is order your customers around. Avoid cornering them into making a decision or playing down the issue. This is likely to backfire. Instead, use language that shows appreciation of your customer\u2019s situation.<\/p>\n
7. Don\u2019t say, \u201cThe accounting department messed up.\u201d<\/h3>\n
Instead, say, \u201cI apologize for our\u2026<\/p>\n
When you shift the blame to another department or person, you\u2019re showing the company as lacking organization and professionalism. Treat your company as a singular entity. Service reps need to know how to take and diffuse the blame.<\/p>\n
6. Don\u2019t say \u201cAccording to our policy\u2026<\/h3>\n
Instead, say \u201cDue to security, legal, (etc) reasons\u2026<\/p>\n
When mistakes happen, customers don\u2019t want to hear about your policies and regulations. Policies keep companies running smoothly and shouldn\u2019t be used for hiding mistakes. At the same time, know how to get your policy across in layman\u2019s terms.<\/p>\n
5. Don\u2019t say \u201cIt\u2019s not my fault.\u201d<\/h3>\n
Instead, say, \u201cLet me see what I can do\u2026<\/p>\n
It\u2019s important to be empathetic and be on the same emotional \u201cpage\u201d with your customer. When you remove the blame from yourself, you distance yourself from your customer\u2019s issue, which is not what you want to do, especially when they\u2019re angry.<\/p>\n
4. Don\u2019t say, \u201cSo what do you want me to do?\u201d<\/h3>\n
Instead, say, \u201cWhat do you think of\u2026<\/p>\n
It\u2019s not a good idea to show uncertainty. Instead, offer suggestions and if you can\u2019t think of any, ask your customer what they would like see happen and work from there. Great customer support is all about finding the golden compromise between you and your customer.<\/p>\n
3. Don\u2019t say, \u201cLet me speak\/transfer you to the manager.\u201d<\/h3>\n
Instead, say, \u201cWe can do\u2026, and throw in a free\u2026<\/p>\n
Don\u2019t throw the hot potato to your manager. Not only you\u2019re adding fuel to the fire by forcing the customer to repeat their problem, you\u2019re showing a lack of competence in your support department.<\/p>\n
2. Don\u2019t say, \u201cTo be brutally honest\u2026<\/h3>\n
Instead, don\u2019t say anything!<\/p>\n
If you have to be \u201cbrutally honest\u201d now, is there something stopping you from being honest the rest of the time? In short, understand how you\u2019re coming across.<\/p>\n
1. Offensive language, sarcasm, etc<\/h3>\n
The number one thing you shouldn\u2019t say under any circumstances is anything that can be deemed offensive or sarcastic. Remember, you\u2019re either dealing with your customer by phone or email, and over 90% of communication is non-verbal. This means your tone of voice or the text color in your email message is all your customers can work from. In other words, think before you act!<\/p>\n
Remember, when you reach an agreement with your customer, it\u2019s a good idea to offer something extra on the side, such as a freebie or a discount. Your (formerly angry) customer will be pleasantly surprised and you\u2019ll turn them into brand advocates!<\/p>\n
Nobody wants to deal with a nasty customer service situation<\/p>\n
It\u2019s just plain stressful and can ruin an otherwise good day. You can\u2019t avoid confrontation and customer-service-Titanics forever, so try to approach every problem with a positive attitude. Remember that the most vocal, dissatisfied customers can be your loudest brand ambassadors. Following the above guidelines hopefully gives you more satisfied customers than you originally started with.<\/p>\n