Lyndon Davis, WMS®, CRPC®’s Post

With over 15 years in Customer Service Management I know too well the difference between an Angry Customer and an Abusive Customer. And the worst thing to do, when you are responsible to manage the latest, is just to let go the abusive behaviour, without any actions or setting boundaries seeking broader improvements. The risk, doing this, is to be overwhelmed and pay the price, in the long term, of more and more abuses not just by the same customer but any others that have seen that abusive behaviour is accepted by the management. Tips: https://lnkd.in/guy2--Qc

From a Support Specialist's Perspective: Handling urgent client inquiries demands a specific set of skills and behaviors. Immediate attention is paramount to demonstrating that the client’s issue is a top priority. By actively listening without interruption, I can fully grasp the problem and offer tailored solutions. Empathy is crucial to building rapport and understanding the client's frustration. Effectively communicating the situation and proposed steps is essential to managing expectations and keeping the client informed. Efficiency is key in resolving the issue promptly, while also being proactive in anticipating potential roadblocks. Reassuring the client that the matter is being handled effectively is vital in calming their concerns. Finally, following up to confirm satisfaction and offer further assistance demonstrates a commitment to exceptional customer service. Ultimately, the goal is to not only resolve the urgent issue but also to leave the client feeling satisfied and valued.

Customers expect timely responses and issue resolution. Delayed assistance frustrates and disengages them. Promptly answering questions and addressing complaints shows you respect customers' time. ✅ Set and meet/exceed clear service expectations ✅ Communicate delays proactively with transparency ✅ Empower all staff to directly resolve common issues ✅ Have escalation procedures for complex inquiries ✅ Take ownership of problems, avoid finger pointing Responsiveness requires internal speed and coordination. But nothing fosters loyalty like making customers feel valued. ⚖️ Balancing promptness with giving correct solutions may seem difficult. Set feasible targets and keep communicating. If you're responsive, you build confidence and trust in your commitment to customers. Make it a priority. 🔗 Get more timeliness tips in our guide: https://hubs.ly/Q02hbJVK0

Every Friday I talk to lots and lots of our clients …. That’s when I get scheduled to have “close out” calls with clients whose cases have concluded. I make the calls in both English and Spanish. By and large, these are clients whose cases I have not worked on personally. And I may or may not have met them previously. But I call to check in and thank them. I tell them it’s basically a “client satisfaction survey.” I want to personally see how their experience was working with my firm. With very few exceptions, the feedback is highly positive. One of our core values is that “Customer service matters” and we teach that means making the client feel like they matter. We teach communication, empathy and care. And those things come through in my close out calls. The number one complaint that clients have about lawyers is that the lawyers don’t return their calls or queries. I want to make sure that never happens with us. The clients all get my cell phone when the case begins and the teams also know that I conduct these calls. And you know what? The calls are fun. I really enjoy talking to the great people I represent and learning more about their lives and cases. And they are very appreciative that I take the time to call them individually. I highly recommend it.

What do you do if a customer insists on escalating their complaint or issue? 1. Stay Calm and Acknowledge Their Frustration: Empathy is key: Validate their feelings. Let them know you understand their frustration and apologize for the inconvenience. Phrases like "I can see why you're upset" or "I apologize that this hasn't been resolved yet" go a long way. Maintain calm behavior. Stay calm and professional even if the customer is raising their voice or using harsh language. Don't get defensive or engage in an argument. 2. Actively Listen and Gather Details: Let them vent: Give them the space to express their concerns fully. Listen attentively without interrupting. Ask clarifying questions to understand the issue fully. Gather specifics: Take notes on their complaint, including dates, times, names of anyone involved (if applicable), and the desired outcome. 3. Explore Solutions and Explain Options: Offer solutions: Based on your understanding of the issue, propose solutions that address their core concerns. Be transparent about limitations if there are any.  Explain escalation options: If your proposed solutions aren't satisfactory, explain the escalation process clearly. This could involve speaking to a supervisor, manager, or a dedicated customer service department. 4. Manage Expectations and Set a Timeline: Set a realistic timeline: If the issue requires further investigation or intervention, let them know how long it might take for a resolution.  Manage expectations: Be upfront about what you can and cannot do. Don't make promises you can't keep. 5. Document Everything and Follow Up: Detailed records: Document all interactions with the customer, including the nature of the complaint, the solutions offered, and the escalation process. Follow-up: After the issue has been escalated, reach out to the customer to confirm receipt of their complaint and provide an update on the progress. Offer an incentive: In some cases, depending on the severity of the issue and your company's policies, you might consider offering a small incentive (e.g., discount, free product) to acknowledge the inconvenience and show goodwill. Following the above steps, you can de-escalate the situation and ensure the customer feels heard and respected, even if they choose to escalate their complaint. Remember, the goal is to find a resolution that leaves the customer feeling satisfied, even if it requires involving someone else. 👍

🔍 Navigating Customer Support Challenges: Dealing with Legal Threats on Irrelevant Issues Customer support representatives are the backbone of any company's positive reputation. However, sometimes they face situations beyond resolving product issues or answering basic questions. One such challenge is dealing with customers who attempt extortion by threatening legal action over irrelevant issues. These situations can be stressful and require a delicate balance: Maintaining customer focus: While the threat is serious, it's important to prioritize genuine customer needs and concerns. Protecting the company: Extortion attempts can escalate quickly, putting the company at financial risk. De-escalating the situation: A calm and professional approach can often help diffuse tension and avoid further threats. Here are some strategies customer support teams can use to navigate extortion attempts: Active Listening: Acknowledge the customer's frustration and give them space to vent. Clarify the Issue: Ask clarifying questions to understand the alleged issue and the desired outcome. Review Company Policy: Explain company policies and procedures for addressing concerns. Document Everything: Keep detailed notes of the interaction, including dates, times, and specific threats made. Involve Management: If the situation intensifies, escalate it to a supervisor or legal department for further guidance. Maintain Professionalism: Remain courteous and avoid getting drawn into emotional exchanges. Remember, prevention is key: Clear Communication: Ensure clear and concise communication on policies and dispute resolution processes. Empower your team: Train customer support representatives on de-escalation techniques and how to identify potential extortion attempts. Conclusion: Dealing with legal threats on irrelevant issues demands tact, patience, and a commitment to service excellence. By staying composed, clarifying issues, and offering genuine assistance, customer support teams can effectively navigate these challenges while upholding the company's integrity and customer satisfaction. Let’s discuss in the comments how your team handles such challenges! What strategies have been most effective for you? #CustomerSupport #CustomerService #LegalIssues #Professionalism #de-escalation

I believe every employee whose role includes direct interaction with consumers/clients, such employees must be friendly with their customers as it will create very positive impact and build trust within the customer. From friendly, I meant consider the client as your friend who needs help with something (purchase of some good or service), be polite and convince them with a great smile on your face. Friendly conversation builds confidence and loyal customers. As a Relationship Manager, I was asked to solve queries of the students and give them advice accordingly and being friendly and polite with them benefited all of us, the students, the organisation and me. What are your thoughts about this? #clientcare #clientrelations #customercare #cfbr #customersatisfaction

Have you ever faced an angry caller and felt at a loss for words? You're NOT alone! Here's how to turn those tough calls into positive experiences. When providing customer service, you are bound to encounter an angry caller. Unfortunately, it’s very common for people answering business calls to be the brunt of this frustration from someone calling angry about something. I know I’ve had my fair share of not only answering a call from an angry caller but also hearing it from people close to me who provide customer service and their own stories of handling that angry caller. Here are some tips I’ve put together on how to handle an angry caller so that hopefully the next one you answer you’ll think of these and they will help. Number One: Listen and let them vent. Usually, when someone is angry, they just need to blow up and get the issue out for them to feel better, and while this can be difficult especially if you’re answering multiple calls at once, spend that time, lend that ear, and let that angry caller be heard.  Number two: Stay calm and courteous. I know this is probably easier said than done, especially when you have someone may be yelling when they are angry, but blowing up at them will make the situation worse, if you remain calm and courteous then most times that person will reciprocate how they are hearing you and will react the same way. Number three. Tell them what you CAN do for them. When someone is angry, they don’t want to hear, I can’t help you. So tell them what you CAN do for them.even if it’s just taking a message and getting it to the person who can handle their issue. When you're the first point of contact of answering phones, it’s very important deal with situations, like an angry caller, because it could cost you customers if not handled well. Just remember, it’s ok, NOT to be the person who can take care of their issue, just make sure you are kind, and professional, and let them know what you can do for them to ensure you are setting them up for success in getting their complaint handled by the person who can fix it. #virtualreceptionist #callcenter #answeringservice #callmecrystal #outsource #accsolutions #customerservice

Client servicing can be tricky, especially when dealing with irate and difficult customers. It takes patience, practice, and tact to handle these situations successfully. While every individual's nature is different, the basis of customer service remains the same for almost all customers. Remember, when entering the service industry, the customer is not angry with you personally. They are upset with the company and its services. So, don't take their anger too personally. With great experience and the right approach, you can handle even the most challenging customer service situations. #customerservice #patience #experience

There was a time when I went for an interview in a certain government organization. Due to the cognitive bias surrounding government offices, I had very low expectations. In fact, I anticipated encountering rude, typical government staff. However, to my surprise, I received “world-class”treatment. From the security at the gate to the panel conducting the interview, everyone was so cultured and courteous that it completely blew me away. At the final part of the interview, when they asked if I had any questions, I simply inquired if this truly was a government organization because their customer service was beyond amazing. 🤣🤣 They couldn’t help but laugh but I assured them that I was serious and even complimented their customer service. Though I didn’t get the job, their treatment left a permanent impression on me. This showcases the power of good customer service, which has become more important than ever before. Statistics show that 83% of customers are loyal to brands that provide great customer service. Excellent customer service is the number one job in any company—it embodies the personality of the company and is the reason customers return. Without customers, there is no company. One of the best ways to influence people is to make them feel important, and that's precisely what good customer service achieves. As a businessperson, the most crucial decision you'll make is investing in excellent customer service skills. Forget about everything else and teach your staff on good communication skills. You may have a fantastic product, but if your customer service is unhelpful, unreliable, or simply hard to reach, word will spread, and you'll lose customers over it. Customer service is not just a department; it's a philosophy embraced by everyone in an organization. As Dr. Maya Angelou once said, "I've learned that people will forget what you said, people will forget what you did, but they will never forget how you made them feel." Good customer service in this era of the internet is extremely important because If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the internet, they can each tell 6,000 friends. Your call.