You sit down at your desk, ready for a day full of talking with customers when it comes in. An angry message that reads,
Uh-oh. Hopefully you can keep your cool because you’re about to chat with a rude customer. Everyone’s had to deal with it, the customer who within the first few lines of chatting live you know is going to be a long and difficult one. You put on your favorite tunes, strap yourself into your chair and prepare yourself for the roller coaster that is going to be this chat. With these six simple tips, you can better prepare yourself for these interactions and turn a negative customer experience into one that the customer will never forget!
6 Ways to Turn a Difficult Conversation into a Memorable One
1. Have Empathy
The first step to really dealing with a dissatisfied customer is knowing where they’re coming from. Letting the customer know you care about his or her issue is important and helps you understand what they actually want in the end. In fact, one of the biggest complaints consumers have when they raise an issue with a company is that customer service agents don’t show sufficient understanding or sympathy for their plight. Most customers who have reached the point of being angry and rude are there for a reason. It could be that their shipment is late. They might have an unrecognized amount deducted from their credit card. Or, they didn’t fully understand your terms of service until it was too late. These are all fair reasons to be upset and taking a walk in their shoes to understand the issue is the first step to a more productive live chat.
2. Kill them with kindness
This is the most important and yet most difficult part of dealing with an angry customer. Showing genuine kindness is one of the greatest ways to build up a base of loyal customers and no one wants to feel like they’re being read a script or hear the repeated line, “We’re sorry that you’re having that issue.” Along the same lines as empathy, understanding the problem the customer is having is important when showing kindness, but it goes further by putting that understanding into calm, courteous responses.