| Why is my Customer Angry? |
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How often do you get annoyed or angry with customer service representatives at companies you call? How often do your customers get angry with you? Angry customers don’t usually start out that way. They might have a complaint or a problem, but that is not necessarily what makes them angry. Something over and above the problem happens in order to make them aggravated. That “something” is often the person answering the phone, their behaviour or their attitude. It’s these people who are driving customers away from your business straight into the open arms of your competitors. Don’t be one of these people, don’t let your employees be these people. As an employee who answers the phone or deals with customers who might have a complaint or a problem, learn how to “LEAP” into helping your customers. “LEAP” stands for Listen, Empathise, Apologise and Problem-solving. Let’s look at these individually: “L” – LISTEN Allow your customer to vent, without interrupting them. Stay calm and be sincere. “E” – EMPATHISE Acknowledge their feelings. “I can hear that you are upset by this” or “I can tell this situation is upsetting you”. “A” – APOLOGISE Apologise sincerely… “I’m really sorry this has happened”. This makes the caller feel that you have aligned with them and it’s difficult to be upset with someone who is sympathetic and trying to help. “P” –PROBLEM-SOLVING Suggest agreeable solutions. Ask how you can help and if it’s reasonable, do it; if not, find a compromise. Make sure something is done. Take it upon yourself to ensure that your customer gets some satisfaction. Don’t be afraid to accept the responsibility. If we all use the “LEAP” principle and develop our soft skills; having a complaint, problem or query wouldn’t be as challenging as it is for customers. |