Have you ever received a message from a customer that made your head spin? When customers are fuming, it is essential to attend to customer problem resolution immediately. However, if you aren’t logged on to your customer management system or don’t have all your apps open, this may be difficult.
So how do you build trust with customers?
Answer sympathetically — and pronto!
The best way to calm an angry customer is to make sure you answer their query immediately and sympathetically. You might also want to offer a cheeseburger—but unless you are a fast food joint, this isn’t likely to work as effectively.
Xeno, an instant communication tool and much more, can help you amalgamate all your apps and communication tools into one and directly communicate with your customers no matter where you are! Deliver live responses to email, website dialog boxes, social media, etc with one workspace.
Make it right
Another key way to customer problem resolution is by offering to correct the problem as soon as possible! You can also offer something extra on the side such as 20% off their next order or a gift voucher. Try to quell the upsurge and show your customers that you care about them and the problems they are facing.
Once you build trust with customers, they are less likely to hold small grievances against you permanently and will work through the relationship. As they say, loyalty comes at a price. You have to build that rapport first, and then reap the benefits.
Use good grammar and spelling
This may not seem as important to you, but it is. An angry customer may get even angrier if they can’t decipher what you are saying because you use incorrect spelling or grammar. It also may show a lack of respect on your part and a very unprofessional tone. So, it is a good idea to stay away from “Aright, get back to you in a bit bro” even if you do sell heavy metal themed t-shirts.
This may be more difficult if you have to continuously sign into multiple apps to answer customers and you want to take shortcuts. If you use Xeno, you will get used to getting notifications immediately and being able to take your time to answer queries and comments no matter what platform they come from- because they will all be in the same place. Hence, no lag time between platforms. Type your response out smoothly!
Provide accurate information
Don’t say “5-minutes” to customers when you mean an hour. No matter how close you feel to your customers, they are not your best friend- especially angry customers. Do not misrepresent information or tell them that the problem will be solved within a few minutes, if it will take longer.
Apologize and tell them exactly how long it will take.
Chill with your customers
Overall, you need to develop friendly and responsive relationships with your customers. Be caring and proactive in attending to them and sympathetic to their needs. Chill out when you come across an angry customer, they are probably just having a bad day. If you follow these tips, use Xeno — an instant customer communication tool — and keep cool, you’ll be able to handle angry customers in no time!
