Empathy against customers takes more than words, but imagination as well. It's not enough to say a few well-understood clichés, hoping it's upsetting or angry customers. People in the customer service need the mental stage and try to imagine what you want to travel in the customer's shoes.
If a customer has a bad or negative experience, it is most important for them to feel that their point of view has been heard and understood. The worst thing we can do is stop the client with a few bouncing expressions or not at all seriously grieving them. Even if all the good things are told, the wrong tone may result in poor quality customer service. That's why it's important for customers to feel genuine sympathy when talking to a customer service representative.
The client may not always be right. Indeed, sometimes the buyer is very bad. For example, an erroneous payment on your credit card may have delayed a bill that resulted in a reduced purchase in a busy store. An awkward situation is an unhappy result. Suddenly, the client calls himself angry, humiliated. The work here is not telling clients that they are wrong about not paying the payment on time, but trying to understand their emotions and react to them. Often, in this situation, when late payment on the account has suddenly decreased in lending, the customer may feel less and decrease. These feelings need to be addressed, enabling customers to feel as if they have been listened to and understood by their negative experiences.
From the service provider, the character is so characteristic that he remains calm when confronted with an angry client. The very human response is to be defensive and back to aggression with aggression. Employees need to be prepared to control their emotions, back to back, breathe deeply, and let the unhappy client take everything off his chest.
When serving angry or nervous customers, the following three important things are:
- quietly and carefully listen to your complaints, without interrupting them at all;
- remains polite and respectful, regardless of how hostile the client is; and
- maintain a sympathetic and consistent tone. Never raise your voice. In most cases, a client who is rough but merely accepts courtesy and understanding is difficult to maintain their aggressive behavior. It's hard not to feel bad if we keep honestly and honestly.
Empathic statements for customer service representatives
The following are useful empathic statements that potentially diffuse explosive customer service situations
- "We always appreciate the customers who take the time to give me feedback and tell what our management has said." Thank you for warning us about bad service. can I help you solve the situation? "
- " I'm sorry you had such bad experience, I would like to help. "
- " I can fully understand. for me I will be very upset, I can imagine how frustrating it should be. "
- " What happened to you is unacceptable and against corporate policy. Let's take a supervisor to see if there is anything extra that we can do to help. "
- " It is quite understandable that you are very nervous about what happened. "" The same thing happened to me just recently, so I understand why you're angry, it's a terrible discomfort. I'll try to see what I can do to fix this problem. "
- " We do not like to see our customers nervous and uncomfortable. We always strive to create a positive "
Working with an angry or nervous client requires high sensitivity to the feelings of other people even if the customer is bad If he does not impersonate abusively, mentally retiring and trying to understand why a person is humiliated or injured, a dissatisfied client can be considered satisfied