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Telephone support is one of the most important contact points for consumers. Dealing with unsatisfied customers can sometimes be difficult and requires above all a lot of fingertip feeling. The following tips will help you become more confident when dealing with disgruntled customers.
More than just Customer Support
Call centers are more than just customer support in a company. If a company is able to conduct the discussions, useful information about the satisfaction of the customers, their wishes and needs can be gained. In addition, the telephone service contributes significantly to the detection of the weaknesses of products and services and thus provides valuable information for possible improvements.
As a source of new ideas, call centers can be useful to a company far beyond the regular customer service. Poor experiences with the company are understandably dissatisfying the customer. If there is a complaint, the satisfaction of the customer is steadily declining to a customer service response.
Requirements for Call Center Employees
The employees of a call center are always representatives of their company. The way callers deal with the callers reflects the customer-friendliness of the employer. If you are in contact with your customers in your profession, you can defuse some situations with just a few tricks and contribute to the quality of the phone calls.
Our 10 tips show you how to easily make a satisfied customer from a disgruntled customer:
Tip 1: On the right attitude it takes to go positive approach to your work.
Do not see customers as applicants, but give you the feeling that you are looking forward to the call. Your inner attitude will be heard on the customer side.
Tip 2 : Smile
While it can not see at the other end of the line, the customer, very well take you a smile acoustically true. Your voice sounds much more sympathetic and friendly. In the best case, the customer will record your mood and return it to you.
Tip 3 : Positive formulations
Pay attention to your formulations: negative statements can often be expressed that they sound pleasant and enjoyable. In this way, disgruntled callers can often be a little appeased.
Tip 4 : Understanding show anger dissolves quickly in the air, if you give empathy.
Empathize with the displeasure and the problems. Put yourself in his position by remembering similar situations or imagining how you would react in his place. It is also important that you inform the customer that you can understand his anger.
Tip 5 : As much as possible, ASK
Ask the customer many friendly formulated demands. In this way you signal to the customer that he is taken seriously with their needs and that his opinion for you is important.
Tip 6 : Knowledge gaps present knowledge gaps you may openly admit
The customer is usually well aware that service personnel can not be informed of all the circumstances and events. Nevertheless, he expects a quick solution to his problem. Therefore, show that you are trying to get quick help and leave it to half-information – an unanswered question is the better alternative.
Try to find an employee who is well-versed in the field and can help the customer. You can also answer the caller for a later callback and try to answer his question calmly.
Tip 7 : Rejection by questions defuse
Must reject the request of a customer, this is usually poorly absorbed. If a cancellation can not be avoided, you should connect a query directly. In this way, the situation can be quite defused in most cases. For example, if the product series does not provide a replacement for a faulty product, simply ask which new or alternative model you prefer.
Tip 8 : Offer compensation
Check with the customer, on the manner in which the company can make the mistake of not well and offer possibly a monetary or product-specific bonding.
Tip 9 : Thank
You always thank for the ongoing call. In addition, you can tell the customer that calls of this type are extremely helpful in improving customer service or even the product.
Tip 10 : Humor
Finally always helps a healthy dose of humor to defuse awkward situations in a customer discussion.
The way to Loyal Customers
Customer service by telephone is crucial to the success of a company. Therefore, a good deal with disgruntled customers is extremely important for companies. If these are taken seriously and understood, a satisfactory solution can usually be found for both parties.
Thus, from angry customers, not only satisfied customers, but in the best case loyal customers.
