If you work in customer service or sales it is inevitable that you would have to deal with angry customers from time to time. Handling angry customers is more of an art than a science. It requires a great degree of thinking on your feet, emotional intelligence, empathy, and humility. It also entails saying the right things. Continue reading 10 Things You Should Never Say To Angry Customers [Infographic]
Sometimes it amazes me how determined customers can get, in ensuring their complaint is heard. Some customers can hold grudges for a long time (read story here), while some are prepared to even spend money to ensure the public gets to know about the bad experience they’ve had with a brand.
You’ve probably recorded a notable customer service experience that’s less than ideal. If so, it may be a good signal to work through the status of your customer service department, and ways you can improve it.
We’re in an age where customers have significantly more power than business entities they interact with, customers can now –
- Buy from you, a local competitor or a competitor 2 time zones away with a click of a button, or
- They can tell friends (and thousands of strangers) to buy or not buy from you depending on what their experience has been like.