Show empathy to angry customers

New Ideas in MarketingEssential news for marketers, summarised by YouGov
June 30, 2021, 5:59 PM UTC

This piece shares tips that customer support executives can use to handle angry and demanding customers.

While dealing with difficult customers, customers support agents should focus on a positive outcome. Customers want to know they are talking to a person who can solve their problems. So, CS representatives should focus on what they can do and not on things they cannot do. They should empathise with customers and show they understand the customer’s situation.

CS executives should pay full attention to customers and avoid acting indifferent toward their customers. For example, to calm down angry customers, they can say something like, “I know how you feel. I would feel the same way if that happened to me”.

CS representatives should never tell the customer that they are wrong or blame someone inside the company. Instead, they should always own the problem and ask the right question without interrupting the customer.

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