Regardless of what business you are in, customer service can be challenging.
Yet it is also vitally important.
It’s been said that, “Any business with customers is in the “people” business.” How your customer service team responds to customer issues or concerns matters –and in today’s day and age where information and news of people’s experiences spreads like wildfire –handling customer service concerns satisfactorily is crucial for keeping your business’ reputation intact.
While no company is immune to difficult customer service situations –the fact is that you can take steps ahead of time to help mitigate problems. Knowing how to respond to potential situations that will most likely arise at some point will give your team the knowledge that they need to handle challenging situations, and equip them with the confidence to know that they can navigate even the most difficult scenarios that can arise.
Let’s take a look at some potentially challenging customer service situations –and see how your team can respond to each one in a way that’s professional –and conducive to a resolution.
1.An Upset Customer
Almost every company –no matter how excellent their products and services, will have to deal with an upset customer at some point.
Even Disney, host to over 135 million customers at its parks each year, has dealt with its share of angry customers. They’ve also developed a solution to de-escalate interactions with angry customers, and help turn things around. Their technique is called H.E.A.R.D, and is used by many in the customer service industry.
H.E.A.R.D. stands for:
- H – Hear. Hear the customer’s complaint and don’t interrupt them. Let them tell you, in full, why they are angry.
- E – Empathize. A little empathy can go a long way toward calming an irate customer.
- A – Apologize. A sincere apology can help your customer feel heard and understood.
- R – Resolve. Finding a solution to help resolve the issue with the customer is important. Don’t hesitate to ask them, “What can we do to make this right?”
- D – Diagnose. Figure out what caused this issue arise, and find a solution to prevent it from happening again. Feedback from negative experiences can be invaluable and can show you how to take steps toward preventing the same issue from occurring again.
2.A Customer is Dissatisfied
A dissatisfied customer is one step away from becoming an angry customer. Someone who has a poor experience is unlikely to return, and instead is likely to tell others about their bad experience. In fact –according to Help Scout, news of bad customer service reaches more than twice as many ears as praise for a good service experience.
When news that a customer’s experience wasn’t satisfactory reaches your ears, it’s important to be proactive in reaching out and taking steps to resolve the situation. Consider issuing a response such as, “We’re sad to hear that about your poor experience –and want to thank for bringing this issue to our attention.”
You may also want to consider offering them a coupon for a discount on their next purchase.
3.A Customer Asks You to Bend the Rules
Phrases such as, “Can’t you make an exception just this once?” are common in the customer service sector.
In most cases, your customers’ requests for you to ‘bend the rules’ are for simple things that would go a long way toward improving their experience. For this reason, consider giving your reps the power to bend the rules for reasonable requests that they feel can be met without too much difficulty. While your team will have to turn down the more elaborate requests, it’s important that they do so in a way that shows that customer that you still appreciate their business. For example, you could say, “We’re sorry we can’t give away any free products at this time –but if you sign up for our service, you do get free customer support. That’s a great benefit that we’re proud to offer!”
4.Your Product Isn’t Up to Standard
If a customer informs you that a product that you sold them isn’t up to standard –it’s important to do everything that you can to resolve the problem. You’ll want to inform them that you’re sorry about the issue, and empathize with them –while offering a clear solution that will meet their needs, as well as something extra that will make up for their frustration, inconvenience, and time spent chasing down the issue.
5.You Don’t know the Answer to a Customer’s Question
Finally, while your customer service team should be well-versed on your products and services –there will always be the occasional query that they won’t know the answer too. Make sure your team understands the importance of finding answers to each and every question they are asked. Instead of having your team give out knee-jerk responses such as, “I don’t know,” encourage them to respond with something like, “That is a great question, let me find out for you.”
Taking the time and effort to ensure that your customer service department is well-versed and equipped to handle any customer concerns, questions, or problems will go a long way toward keeping your customers satisfied –and helping to keep your company’s reputation intact as well.