The art of customer service is put to good use when it comes to managing a furious customer. Keys for having the right attitude.
A positive attitude.
According to Sébastien Leblanc, specialist in company training and coaching, “saying what you can do, and not what you can’t do” is the key to good customer service. You have to give the customer a range of possibilities rather than concentrating on the options that are not within reach.
The choice of words
Here again it is important to use constructive phrases and avoid negatives. Thus, Mr. Leblanc suggests swapping the phrase, “I don’t know” for “That’s a good question. Let me check and I’ll get back to you.” If what the customer is asking cannot be done, explain to him what you are able to do. “The customer,” says the communication psychologist, “will be more willing to accept the offer because you are using positive terms.”
Letting the customer speak his mind
“It’s important not to interrupt, even if you have an answer, even if you know where it’s going, even if you have the solution,” Mr. Leblanc insists. “We don’t like to be interrupted when we are the customer ourselves, so don’t do it to others.”
Be empathetic by recognizing the customer’s emotion
When the customer expresses his dissatisfaction, it is important to practise active listening. Rather than associating the dissatisfaction or anger with the individual (which leads to judgement: this person is dissatisfied), associate the emotion with the situation and stick to the facts (paving the way to seeking solutions). It is beneficial to “ask open questions to demonstrate your interest and understand better,” suggests Mr. Leblanc.
Commitment to take charge of the situation in order to find a solution
Here, clarity is essential. It’s the time “to express the actions you will take to resolve the situation,” ideally mentioning the time it will take to put these actions in place (and respecting it!).
In the event the customer demonstrates abusive behaviour
All these techniques should defuse the tension with the customer. If, however, you come across someone who is abusive, for example using rude language or racist or sexist remarks, there is no need to tolerate this kind of conduct. Sébastien Leblanc suggests “the rule of three strikes, as in baseball.” At the first incident, you can say, “I’m here to help you. I am speaking to you respectfully and I expect the same from you.” At the second abusive intervention, you repeat the sentence and then add, “otherwise I will have to hang up.” The third time, you repeat everything, followed by, “Since you are using this language I have to hang up, goodbye.”