Customer Care: How to speak to peope who are dissatisfied?

Question

As part of my degree in customer care, here another one from my Q&A book
How to speak to people who are dissatisfied and how to deal with difficult people

Answer 1

First you must look into why they are not satisfied, 90% of people just want attention and explanation of the situation. Never ever tell them they can't do such and such, but you can tell them what they can do which is a way to take their mind of the dead end road they can't take.

If their case is truly a dead end, then honestly sympathize with them and agree that they are right, you just simply can't do what they want, it might mean your job... Most people will leave the cloud of anger and come down and actually take your options, but you must always give them options and alternatives.

good luck

Answer 2

If a customer is upset over a problem, even if they are the one responsible, use a calm voice and Listen! Then agree with them that they must be frustrated with the situation and promise to work to correct it (within your company's rules...i.e. returns of non stocked items). Sometimes it's a better business decision to swallow the cost of some product or service, if the customer is a good one and provides a large income to your company. Speak to your supervisor if you are new or do not have the authority to authorize solutions on your own. Never, ever, lose your cool and begin to point out the customer is wrong or begin to argue with them.
For every customer lost, they tell 10 others. It's easier to keep that customer than find 10 new ones.!

Answer 3

Well lets imagine that you have a client calling you to complain about the cable TV outage. He is very upset because it happens every week. Now if you start apologizing and trying to convince him that everything will be fixed and there is nothing to worry about, you will only piss him off more and he might even cancel his subscription to the crappy cable TV. But if you talk to him while making him feel that you too agree with how inconvenient it is to have your cable out on Super Bowl Sunday and understand his position, suddenly the client will change from screaming jerk to a normal person. Try it see if that works.

Answer 4

with a calm, relaxed voice.

Answer 5

kill them with kindness