Anbumani Manoharan’s Post

THE ART OF RESOLVING A PENDING ISSUE FROM AN ANGRY CUSTOMER. You will agree with me that, one of the most frustrating things as a customer is to spend money on something then it develops a fault, or maybe just failure to understand the manual book of how it works. 😀 When you call and complain, it takes very long to be resolved due to different reasons. If you spoke to a customer service agent A, then after two days you call agent B answers. Yes the whole fire will be on that person who doesn't understand anything at all, but remember the angry customer doesn't care you know. What can you do as an innocent customer service agent/personnel? 1. Try by all means to make the angry customer explain the problem. Don't interrupt him in that process. 2. Make sure to be in the shoe of the customer. (Empathy). Let the customer know that you really understand their problem. 3. Let your gentle "sorry for the delay" enter his heart. Apologize for the delay and make sure it enters his heart. 4. Give a time frame when possible you can get back to the customer with both negative or positive feedback. 5. Sometimes, go an extra mile, just share your personal number that the customer can get through you quickly. This is how I resolved one critical issue! REMEMBER: When they insult you, it's not you they are insults, it's either a product or a service, don't take it personal. 😀

Sometimes whilst discussing an ongoing and complex customer service issue it can be very easy to lose sight of the customers objective. The whole transaction can accumulate add-on service issues. Callbacks missed, misinformation, commitments not kept. The conversation can get stuck in these details and both parties become frustrated without knowing quite why. This can happen especially when a staff member picks up the issue from someone else. If you pick up a service issue like this, try on your first call with the customer to do this: Speak the customers core issue in a way that they say back to you; "That's exactly it" or "You've got it". If the customer can hear you speak their concern in a way that shows you understand not just the issue but why it is an issue for them -- you start to get the trust to sort out the mess. If listening back to one of your own calls and you find that actually the deep issue did not come out, think about using the 3 why's. Find the point where you could ask the customer "why does X matter?", you may not get to the core issue with the first answer, but asking "Why does THAT matter" about their response will lead you to the point where you can reflect their issue and hear "That's exactly it".

How to deal with angry customer??? 1. **Stay Calm and Professional** - **Maintain Composure**: Even if the customer is upset, stay calm and professional. Your demeanor can help de-escalate the situation. - **Don’t Take it Personally**: Remember, the customer is upset with the situation, not you personally. 2. **Listen Actively** - **Let Them Vent**: Allow the customer to express their frustrations fully without interrupting them. - **Show Empathy**: Use body language and verbal cues to show that you are listening, like nodding or saying, "I understand how you feel." 3. **Acknowledge and Empathize** - **Validate Their Concerns**: Say something like, "I see why you’re frustrated, and I’m here to help resolve this issue." - **Apologize**: Offer a sincere apology, even if the problem wasn’t caused by you. "I’m really sorry for the inconvenience this has caused you." 4. **Gather Information** - **Ask Clarifying Questions**: Politely ask for more details about the issue to understand the root cause. "Can you tell me more about what happened?" - **Check Service Records**: If applicable, review the service history or previous interactions to get a better understanding. 5. **Provide a Solution** - **Offer Immediate Assistance**: If you can fix the issue right away, do so. For example, if a part is faulty, arrange for its replacement. - **Discuss Options**: If an immediate solution isn’t possible, offer alternatives or a timeline for resolution. "We can order the part today, and it should arrive by [date]. Will that work for you?" - **Involve the Customer**: Ask them what they would consider a fair resolution. "What would be an acceptable solution for you?" 6. **Keep the Customer Informed** - **Explain the Process**: If the solution requires time (e.g., ordering parts, extended repair time), explain the steps clearly. - **Provide Updates**: Keep the customer informed about the progress, especially if there are any delays. 7. **Escalate if Necessary** - **Know When to Involve a Manager**: If the issue is beyond your control or the customer remains dissatisfied, involve a supervisor or manager. - **Explain the Escalation**: Calmly tell the customer that you’re bringing in a manager to help resolve the issue more effective 8. **Ensure Follow-Up** - **Confirm the Resolution**: Once the issue is resolved, confirm with the customer that they are satisfied with the outcome. - **Offer Future Assistance**: Let them know they can reach out if they have any further issues. "If you have any more concerns, please don’t hesitate to contact us." 9. **Document the Incident** - **Record Details**: Note down what happened and how it was resolved for future reference. This helps in improving service and preventing similar issues. 10. **Reflect and Improve** - **Analyze the Situation**: After the interaction, think about what could have been handled better and use this to improve future customer service.

‼️ATTENTION‼️ Yes!! Attention As a customer support specialist, one of the most important skills you need is paying attention to customer complaints. Customer complaints are valuable feedback that can help you improve your product or service, as well as your relationship with your customers. Here are some tips on how to pay attention to customer complaints effectively: - Listen actively and empathetically. Don't interrupt, argue, or blame the customer. Show that you care and understand their frustration. - Ask open-ended questions to clarify the problem and the expectations of the customer. Don't make assumptions or jump to conclusions. Try to get as much information as possible to find the root cause of the issue. - Apologize sincerely and take responsibility for the mistake. Don't make excuses or shift the blame to someone else. Acknowledge the impact of the problem on the customer and express your regret. - Offer a solution that meets or exceeds the customer's expectations. Don't promise something you can't deliver or give vague answers. Be specific and realistic about what you can do and how long it will take. - Follow up and follow through. Don't forget or ignore the customer after you offer a solution. Check in with them regularly until the issue is resolved and confirm their satisfaction.

9 Tips for handling difficult customer calls You could feel the urge to hang up but don't because if you do, you'll never hear from that customer again. 😀 Yes, some customer calls can push your buttons in ways you can't even imagine So, What can you do? Here are 9 tips that worked for me 1. Never take it personally. 2. Stay calm and take a deep breath. 3. Let the customer vent without interrupting. 4. Show genuine concern and understanding, 5. Avoid matching their volume or tone. 6. Politely ask them to explain the issue in detail 7. Provide concrete steps you can take to resolve the issue 8. If the customer continues to be abusive, calmly say, "I’m here to help, but if we can’t keep this conversation respectful, I’ll need to end the call." 9. Follow up and keep the customer updated on the actions you took. When you finally deliver the best result despite the rough start, customers often feel guilty, and many end up apologizing. Handling difficult customer calls with professionalism and empathy can turn negative experiences into opportunities for excellent service. You can find sample phrases you can use in the comment. Need Help Improving Your Customer Service? Let's talk!!

How to identify the nature of customer complaint? Identifying the nature of a customer complaint is crucial for providing an appropriate and effective response. Here's a general process you can follow: 1) Listen actively: Pay close attention to what the customer is saying. Let them express their concerns fully without interrupting. 2) Ask clarifying questions: If the complaint is not clear, politely ask questions to better understand the issue. Questions like "Could you please explain that further?" or "Can you provide an example?" can be helpful. 3) Identify the main issue: Try to pinpoint the primary concern or problem the customer is facing. It could be related to product quality, service delivery, billing, or something else. 4) Determine the severity: Assess how serious the issue is and how urgently it needs to be addressed. Some complaints may require immediate action, while others can be resolved over time. 5) Understand the customer's emotions: Pay attention to the customer's tone and emotions. Are they frustrated, angry, or upset? Acknowledge their feelings and show empathy. 6) Analyze the root cause: Try to understand why the issue occurred. Was it a misunderstanding, a mistake on your part, or a systemic problem that needs to be addressed? 7) Offer a solution: Based on your understanding of the complaint, propose a solution that addresses the customer's concerns. Make sure the solution is practical and feasible. 8) Follow up: After resolving the complaint, follow up with the customer to ensure they are satisfied with the solution. This step is important for building trust and loyalty. By following these steps, you can effectively identify the nature of a customer complaint and provide a satisfactory resolution.

Small or big, EVERY business faces complaints—it’s HOW we handle them that makes all the difference. 💡 Here are some key “Do’s and Don’ts” when dealing with customer complaints to ensure you maintain trust and turn a negative situation into a positive outcome: ✅ DO listen attentively. Listening to the customer without interrupting helps you understand their issue more clearly. ✅ DO show empathy by acknowledging their issue. A simple "I understand your frustration" can help diffuse tension. ✅ DO remain calm and professional, even when dealing with difficult customers. Your composure reassures them and allows you to work on the issue more effectively. ✅ DO follow up after the resolution to ensure the customer is satisfied. It shows you care about their experience beyond just fixing the problem. --- 🚫 DON'T take it personally. Keep emotions in check—customers are upset with the issue, not you. 🚫 DON'T interrupt. Let the customer fully express their complaint before jumping in with a solution. 🚫 DON'T brush it off. Even a minor complaint matters. The way you handle it shows the value you place on your customers. 🚫 DON'T promise what you can’t deliver. Be realistic in your solutions to avoid disappointment and frustration. 🚫 DON'T shift blame. Owning the issue shows accountability and builds trust, even when the fault lies elsewhere. --- Whether you’re a small business or a large enterprise, your approach to complaints can make or break your relationship with customers. 💬 What’s one tip you’ve learnt for handling customer complaints effectively? Share your experience in the comments! #CustomerService #CustomerExperience #BusinessTips #CustomerSatisfaction #alaouico

Share your most successful way of handling an irate customer. ✏️ Irate customers. No matter how good you are at what you do, what business you are in, or where it is located you will at some point find yourself facing an irate customer. Maybe a product was flawed, a delivery was late, or a charge was inaccurate. How you deal with that customer not only will determine how he or she feels about your organization, but how you feel about yourself. When you are able to turn an irate customer into a satisfied customer, you will gain confidence in your ability to diffuse a volatile situation and to evoke a positive outcome. You also will gain the respect of your coworkers, and you will get the attention of your supervisors. And, who knows, you might even get promoted. 1: Listen carefully to what the customer is telling you. Apologize and acknowledge without laying blame regardless of who is at fault. 2: Sympathize and empathize: Suggest one or more alternatives that would address the customers concerns. 3: Accept responsibility: Solve the problem quickly and efficiently or find someone who can. Prepare to help: Ask petinent questions in a caring concerned manner, and actively listen the answers. Take note: Customers who have complains are a blessing in disguise. They are letting you know where you and your organisation has flaws, and providing you with the opportunity to correct them.

When dealing with an unhappy customer, it's essential to approach the situation with confidence and empathy. Start by actively listening to their concerns without interruption. Show empathy and understanding by apologizing for any inconvenience or frustration they may have experienced, regardless of whether it's your fault or not. Use phrases like "I understand how you feel" or "I'm sorry you're experiencing this." Next, focus on finding a solution. Assure the customer that you're there to help and ask questions to fully understand the problem. Once you have a clear understanding of the issue, suggest possible solutions or alternatives that could resolve the problem. Throughout the conversation, maintain a calm and respectful tone, even if the customer becomes increasingly agitated. Avoid taking things personally and stay focused on resolving the problem. If necessary, involve a supervisor or another team member who may be better equipped to assist. Finally, follow up with the customer to ensure that the solution provided meets their needs and that they're satisfied with the outcome. This demonstrates your unwavering commitment to their satisfaction and can help rebuild trust in your company's service.

Customer Service Phrases To Use & not to use From greeting your customers to helping them solve issues quickly & de-escalating angry customers to apologizing for unresolved problems. Here are 5 customer service words and phrases to avoid. ENJOY 😁 https://lnkd.in/d-M35FjP