Regardless of how outstanding the service is, you have to keep in mind that you can’t please everyone every time. It’s true—irate customers are a common problem across all industries. It’s no secret that people from the hospitality and retail industries are bombarded with customer complaints. And we’re sure that you, as online sellers, have had your fair share of customers raising concerns as well.
But no matter how taxing, you need to remember that dealing with customers and maintaining a good relationship with them are the keys to a successful business. As an online seller, ChatGenie recognizes your struggle with irate customers. So to help you out, we have a few tips that can help you handle angry customers like a pro!
Tip #1 Listen and acknowledge their concern, let them know that their feelings are valid.
A wise move in dealing with angry customers is using politeness as your main weapon. Let them feel that they are heard and understood before you respond. Acknowledging their distress will help calm their emotions. You can start with lines such as “I apologize that you experienced such inconvenience but now I’m here to help you. Would that be okay for you?” or “I understand your frustration so now let me fix this for you”. Remember that the tone of your voice is a factor in showing empathy.
Tip #2 Don’t argue, present solutions instead.
Resist the urge to be defensive. Instead of rebutting the customer’s perspective, analyze and evaluate the situation carefully. Even if the customer is wrong, don’t tell them. Insisting that the customer is wrong will aggravate the degree of the problem. Think of it this way: an angry customer is in need of a solution, not arguments. By laying out the problem-solving process and presenting a solution, there’s a higher chance of reaching a resolution.
Tip #3 Don’t apologize too much, it is even more annoying for customers to hear multiple “Sorry’s”.
One common mistake in handling a difficult situation is apologizing multiple times. The principle of less talk, fewer mistakes is applicable in this situation. Repetitive apologies might give the customer the impression that they are in a hopeless situation. An ideal apology is at the beginning and end of the conversation. After all, the resolution of a customer problem rests on your analytical and problem-solving skills more than anything.
However, did you know that there’s an exceptional way to skip all those inconveniences mentioned above?
Good news! ChatGenie can help provide the best customer experience for your business. ChatGenie is a multi-channel commerce platform that helps you reach millions of customers through the world’s biggest apps. ChatGenie does the hard work of being an online seller for you: we can automate the customer’s entire ordering process for a smoother and easier transaction, from order taking to automated deliveries. But if something does go wrong—maybe there was a delay in shipment or a return and exchange request—don’t worry because our automated responses are flexible and merchants are free to interact with customers anytime. This gives you a chance to fully control the situation.
You think that’s it? There’s more to ChatGenie than that!
Apart from the convenience and accessibility, ChatGenie is also dedicated to giving you results. In order for us to make sure that you get the outturn that you deserve, ChatGenie also provides an easy all-in-one dashboard for your business. From managing inventories, orders, refunds, and even tracking your data analytics.
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