How to Deal with Negative Feedback on the Phone
Your day started off regularly - replying to customer queries on your website's Live Chat function. All of a sudden, you come across a message that reads, "I AM VERY DISAPPOINTED WITH YOUR SERVICES. THIS IS UNACCEPTABLE, AND I DEMAND AN EXPLANATION."
Your supervisor demands that you get on the phone with this angry customer immediately, and you brace yourself for tons of yelling and complaining from the other end of the line.
To human is to err, and all businesses will experience negative feedback one way or another. While most of these might be due to miscommunication, misalignment of expectations, or poor management, a business must address them professionally.
Dealing with angsty customers can be stressful, even for experienced telemarketers. If you are someone new to dealing with escalation cases, this blog is for you. We'll share some tips to help you come out of the situation unscathed.
1. Listen Attentively to Your Customers' Concerns
Most of the time, a distressed customer just wants to be heard and vent his frustrations onto another party. Don't make the angry customer even angrier by zoning out as they explain their situation & missing the point entirely.
Try to handle the call in a quiet setting and ensure your phone system is robust enough to deliver clear audio so that you hear every word clearly.
Also, avoid note-taking as it might distract you. Instead, focus on the conversation at hand and respond when it's your turn to speak.
2. Acknowledge Your Faults and Wrongs
The first thing that would appease an angry customer is a heartfelt apology.
Once the customer has shared his concerns, own up to the faults and apologise for them. Taking ownership of the issue demonstrates your business's ability to act responsibly.
However, try not to take the negative feedback too personally. Address it in a professional manner and respond calmly.
3. Provide a Solution if it is Available
In some situations, there might not be a solution readily available. Regardless, try to think of how you can salvage the issue.
Negative feedback might be distressing to deal with, but it could also be used as an opportunity for improvement.
Avoid bribing the customer at all costs. Instead, think of a solution to resolve the problem.
For instance, say your customer is unhappy that a product that they waited 3 months for arrived broken. Offer a send a replacement for free or repair the faulty part for free. Consult a logistics company to deliver the item as quickly as possible.
4. Thank the Customer for his Feedback
Once you have apologised and offered a solution to your customer, do express your gratitude for your feedback. Not only is this comforting to an anxious customer, but it also exhibits graciousness.
Generally, it is much easier to retain customers by showing that you are appreciative of their feedback - positive & negative.
5. Take Internal Corrective Action
So, you have spent the past 30 minutes talking to the unhappy customer who has (thankfully) cooled down after apologising, proposing a solution and thanking them for the feedback.
The work doesn't stop there!
Once the situation has stabilised, consider the feedback to identify areas of growth and improvement.
If available to you, use the call records to train new telemarketers to deal with escalation cases.
Whether you are dealing with difficult customers or looking to grow your business, Velox's virtual phone system is perfect for all companies. From clear audio, recording functions, and more, our solutions aim to help all businesses enjoy an easy and efficient calling experience. Find out more about our services by contacting us today.