Facing feedback from angry or rude customers is not one of the most pleasant experiences in life, but you know it is necessary. It also has to be done as respectably as possible for the sake of your company’s reputation, the improvement of your products and services, and ultimately, world peace. Feedback from angry customers may be tough to handle, but is important.
According to HigherOne.com, ratings from customers—angry or not—is a way to improve the way companies do business. That’s well and good, but how exactly do you deal with these outbursts of dissatisfaction without suffering a nervous breakdown? If you have been assigned the unpleasant task of attending to angry customers, here’s what to do to save your company from ruin, get ideas on improving your business, and keep the peace.
Respond as soon as you can.
Customers will think you don’t care if you leave their complaints hanging; this will only make them angrier. You must show customers that you are transparent and approachable, open to comments and suggestions, and that their feedback is important to you. Good and prompt customer service can often save the day, no matter how bad the situation seems. Customers may even thank you for responding so quickly, alleviating the irked feelings they may have towards your product or service.
Turn the negative into positive.
Handling feedback from angry customers can become a positive experience for both sides. Your goal is to provide a win-win solution: make your customers feel that they are listened to, their concerns are taken care of, and that their opinions matter. Thank them for letting their feelings known. Have a customer-focused mindset and you’ll see that the customers, no matter how cross they may seem, are still open to doing business with you.
Acknowledge and clarify.
Acknowledge the customers’ feedback so ensure them that their concerns are heard and respected. Placate the customers by apologizing for any inconvenience caused. It is also important to draw out the necessary information by clarifying the details of the complaint so you can address the issue properly. Reiterate the important points; this way the customer will feel that you are genuinely listening and are interested in what they have to say. Ask them to expand on points that may be unclear to you. By clarifying details, you will be able to think about an appropriate solution.
Come up with a resolution.
Once you know the details of the complaint from the customers’ feedback, you will be able to weigh your options to come up with win-win solutions. Inform the customers what you can do, and give them alternatives—the product may be replaced, you will attend to their issue as soon as possible and contact them again within the hour for updates, and so on. Don’t forget to ask if the resolution you propose meets the customers’ needs and if they are satisfied with it. Strive to exceed their customer service expectations and your company will earn the customers’ respect and continued patronage.
Feedback from angry customers may seem unpleasant but it provides us with the information we need about flaws in how we handle our business. Negative feedback is a treasure trove of areas for improvement in our products and services. Keep in mind that it’s all about how you handle the situation—don’t take things personally and both you and your customers will end your dialogue on a lighter, happier note.