When someone is verbally attacking us, it's natural to want to fight back. When a customer is insulting, manipulative or aggressive, it seems unjust that we aren't "allowed" to fight back. However, for a profitable business you can't really insult the customer. The customer may be in the wrong, but if you retaliate, you will end up paying the double price, yielding a loss to your company.
This is Jane . She is a new customer happiness specialist at the multinational corporation. However, she is initially employed for a two-month probation period. Jane is very nervous and diffident.
Customer Service Techniques
In order to be prepared for customer support challenges, Jane should learn the right techniques to overcome any possible problems. Here are techniques Jane needs in order to defuse the outraged customer.
- Admit mistakes is used to calm down the customer by admitting the mistake, whether you made it personally or the company you represent made it.
- Allow venting is used for allowing the customer to let off steam uninterrupted, the idea is that the customer will eventually calm down on their own.
- Empathy statements are used as the primary response to any situation where the customer is upset or angry. The idea is to prove to the customer that you understand his or her emotional state.
- Not taking the bait technique means not responding to insults or abusive comments made by a customer.
- Preemptive strike means anticipating a problem a customer might face and acknowledging it before the customer brings it up.
- Provide explanations technique means giving clear explanations to the customer.
- Refocus technique is used to bring a conversation with an angry customer to the original issue or topic [Extracted from: Perfect Phrases for Customer Service by Robert Bacal].
Handling insulting customers
It's Jane's second day at the office, and she has a stressful call from a furious customer. She is at her wit's end and needs assistance. Keep in mind that Jane's career depends on the outcome of this conversation.
Choose the defusing techniques used by Jane
- Allow venting
- Empathy statements
- Provide explanations
- Not taking the bait
- Admit mistakes
- Preemptive strike
Jane is exhausted but happy. With your help she managed to deal successfully with her first angry customer. A lot of new challenges are ahead but Jane is on the right track. In the end happy customer, equals profits for the company.