No human or business is absolutely perfect, not even an excellent company such as Leisure Getaways Incorporated. The first thing that you need to understand about dealing with angry or upset customers is that incidents will happen.
You may do whatever you can to describe your policies clearly and extensively, yet some customers will still not understand them. Your suppliers and vendors may be late on the exact dates when your customers absolutely need the products that they ordered.
This is why you want to prepare and have scripts, policies, and procedures to what to do when things go wrong.
Here is a sample sequence that can help you diffuse angry customers and turn negative situations into opportunities for customer happiness.
- Step #1. Acknowledge that the customer is not happy.
A lot of businesses and customer service representatives immediately start looking for excuses and explanations why the customer is at fault for what happened. This is not something that you want to happen. Customer support representatives first need to acknowledge that the person they are talking to is upset to show the customer that they are listening and paying attention.
- Step #2. Make a sad/glad comment.
Here you want your representatives to express regrets about the situation and thank the customer for talking about the issue.
- Step #3. Make a positive comment.
The first two steps usually take a sentence or two. This step is also very short. All you want your representatives to do here is communicate to the customer that they will do something to handle the problem.
- Step #4. Ask what you can do to make the customer happy.
This question allows you to find what the customer wants. Oftentimes businesses are afraid that their customers will have unreasonable demands when in reality all that they want is a replacement, a refund or some other quick solution to the problem.
- Step #5. Find a solution that works for both parties.
This sequence is just of one the examples of why companies like Leisure Getaways Incorporated have so many happy customers that keep coming back again and again.