Anyone who’s worked in customer service or tech support has had that moment, when you answer a call and know immediately that you have a very frustrated, angry and escalated customer on the other end of the line. Encountering an enraged customer at that moment is akin to bracing for a storm. Their frustration is palpable and sometimes fueled by complex technical issues.
Often these customers want an immediate solution and wish to spend as little time as possible on the phone with you troubleshooting the problem. This only makes your job harder, so what can you do?
Mastering the art of defusing these situations is something Grace Seyfert, a seasoned Partner Operations Associate at CardFight, has become expert at over the course of her career in customer service and tech support. Grace explained, “I’ve done tech support for 10 years and you have to develop a thick skin because they’re calling you in their worst hour - their livelihood is on the line, having the awareness that they're in their worst moment and you're there to help them in that moment.”
She shares some invaluable insights gleaned from a decade of navigating turbulent customer interactions below.
1. Remain Calm and Validate Emotions: Begin by calmly acknowledging the customer's feelings upfront. As Seyfert advises, understanding their emotional state is pivotal to progress. By empathizing and addressing their concerns respectfully, you lay the foundation for constructive dialogue. It's imperative not to take the customer's frustration personally. Grace emphasizes the need to detach oneself from the emotional whirlwind, focusing instead on resolving the issue at hand.
2. Empathize and Lead with Respect: Empathy forms the cornerstone of effective customer service. Put yourself in the customer's shoes, grasping the gravity of their situation. Whether it's a first-time issue or a recurring problem, tailor your approach to alleviate their distress. Regardless of the tone or emotional reaction, maintain respect for the customer's situation. According to Grace, a calm, kind demeanor can go a long way in de-escalating tensions and fostering cooperation.
3. Collaborative Problem-Solving: Communicate up front that you genuinely want to help improve their day. Then engage the customer as a partner in resolving the issue. Solicit their input, ensuring they feel heard and valued throughout the process.
4. Secure Buy-In on Resolution Plan: Once a resolution plan is established, seek the customer's buy-in and input. This fosters a sense of ownership and commitment to the proposed solution.
5. Accountability and Availability: Uphold accountability and remain available throughout the resolution process. Stay responsive to inquiries and ensure the customer feels supported every step of the way.
6. Proactive Communication: Be proactive in your communication, providing regular updates and reassurances. Transparency and clarity can alleviate uncertainty and build trust.
7. Ensure Customer Satisfaction: Ultimately, the goal is to ensure the customer is satisfied with the resolution. Tailor your efforts to meet their needs and address any lingering concerns.
8. Maintain a Positive Outlook: Despite the challenges, maintain a positive outlook and a commitment to excellence in customer service. Every interaction is an opportunity to learn and improve.
As Grace aptly puts it, providing great tech support and customer service entails weathering the customer's worst moments with resilience and empathy. By prioritizing understanding and cooperation, you can navigate even the fiercest storms, emerging with solutions and strengthened customer relationships.
