Contributed by Monique Viljoen-Platts – VP of Customer Service at Yola
3 Tips On How To Deal With An Upset Customer
At Yola, we have a survival guide that details specific personas to help everyone in the company learn how to deal with any one of our over 9 million users.
The three best tips I can offer are:
- Acknowledge the customer’s emotions with an appropriate level of empathy – do not either under- or overstate. Then make a clear and positive statement about what the company or rep is going to do to rectify the problem.
- Really listen to what the user is upset about, acknowledge his feelings and meet him on an emotional level. Then sort out the true cause of their frustration, offering a solution that makes them feel empowered.
- Do not say, “We apologize for the inconvenience.” It’s too easy and dry; to the user, it may be more than an inconvenience.
This philosophy has helped us turn around hundreds of angry cases and upset customers.