Customer Experience News & Trends

Customers upset? Guess what they’ll do next

When customers are upset, are you ready for their next move? This is how to prepare.

Have your best people ready to answer the phone.

Despite the attention social media gets, 55% of customers who are really frustrated or upset prefer to call a company. Just 5% turn to social media to vent and hope to have their issue resolved, a recent Covisa Cloud customer service study found.

Why do customers still prefer an actual conversation to a digital exchange when they’re upset? Many experts agree that they’re more confident they’ll get a solid resolution when they talk to a person. Plus, there’s more emotional comfort in a human’s voice than there is in the written word on a computer screen.

So the people answering phones need to be skilled in product knowledge and also, especially these days, empathy.

What to say

These phrases are some of the best any service professional can use when dealing with upset customers. They quickly calm the waters and reassure customers that someone is on their side.

  • I’m sorry. Why do these two words put upset customers at ease almost immediately? The words show compassion, acknowledgement of something gone wrong and a sincere effort to make things right. Using them doesn’t mean you accept responsibility for what’s wrong, but it does mean you’ll accept responsibility for making it right.
  • We’re going to solve this together. These words tell customers you are their ally and advocate in making things right, and building the relationship.
  • What do you consider a fair and reasonable solution? Some people may fear giving customers that much control, but in most cases customers won’t ask for the moon and stars. If you can’t deliver exactly what they want, you at least get a good idea of what will make them happy.
  • Are you satisfied with this solution, and will you consider doing business with us again? When dealing with upset customers, the goal should be more than just solving their issues — it should also be to maintain the relationship. So if they answer no to either, there’s still work to be done.
  • Thank you. These two words can’t be said enough. “Thank you for working with me on this,” “Thank you for your patience” or “Thank you for your loyalty.” Appreciation for their business and patience is always appreciated.

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