Apologise early to angry customers

New Ideas in MarketingEssential news for marketers, summarised by YouGov
June 09, 2021, 5:35 PM UTC

Customer support executives must acknowledge the customer’s anger early in the conversation, apologise for it and work towards solving the problem.

Customers can be angry at the brand for many reasons, but businesses must keep in mind that they are “trying to win the customer” and not the argument. Customer support representatives must pay full attention to the customer and avoid appearing distracted.

CS representatives should apologise early in the conversation and then start working on the solution. Instead of going on the defensive, customer support executives should be calm. They should actively listen to customers, ask clarifying questions, Take notes and avoid interrupting.

They must wait for the right moment to ask questions. CS representatives should also have a positive attitude towards solving customer problems to restore consumers’ confidence and motivate them to continue their relationship with the business.

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