Live Chat: 9 Ways to Deal with Emotion-Driven Customers
When customers are dissatisfied with a product or service they received, they obviously turn to the responsible parties for help. More often than not, the problems are easily resolved, without leaving any negative consequence. However, what happens when you deal with frustrated customers who are heavily driven by emotions? How do you deal with them and manage to turn things around, without losing both your customers and reputation, not to mention your sanity as well?
Here are nine practical tips to help you deal with emotion-driven customers via live chat and effectively increase your retention rate and customer satisfaction at the same time.
- Never make Them Wait
First and foremost – never make an angry customer wait for you to reply. You need to show them that you are taking the situation seriously, so don’t leave them hanging. If you dealing with multiple chats at the time when an already irritated customer seeks your help, make sure you transfer your chats to other dedicated live chat representatives, so that you can focus completely on your emotional customer.
If you take too long to respond, you may lose the customer, which can not only negatively affect your retention rate but also your company’s reputation. Therefore, answer without any delay and successfully diffuse the stressful situation.
- Don’t Take It Personally – Be Calm and Patient
It’s hard not to take things personally when an angry customer is lashing out at you. It’s completely normal to feel upset, but the key is not to show your emotions. If you become infuriated and start arguing, the situation will only get worse.
You need to stay calm and patient because it will definitely go a long way. Remain professional and don’t argue back, but instead show confidence and remain friendly. Nurturing your customers this way is exactly what will make an emotional customer calm down so that you can address the issue.
- Allow Them to Vent their anger and Listen to Them Actively
When a customer is angry, you need to let them explain the whole situation without interrupting them, because otherwise, you may end up making them even more angrier. Once they have released their anger, now you can work towards start fixing the problem.
The key is to actively listen to them because that is the only way you will understand what it takes to resolve the situation. Misinterpretation is common in written communication, so you need to pay close attention to their every word in order to focus on the right solution.
- Understand What They Really Want
You need to understand what it is that your customer really wants. That is why you need to really listen to them and cut through all the frustrations pointed at you or the company. Don’t start offering a discount or anything else that you think will calm down the customer without taking a step back to truly understand what they want. You may get them to feel even more frustrated, because you may end up projecting that you aren’t aware of their needs.
If you don’t have experience in dealing with complaints and don’t quite know what to do, you should ask other live chat reps or your supervisor for help, because the goal is to satisfy the customer and make them happy.
- Offer them Undivided Attention
It’s very important to show a distressed customer that you are really listening to everything they ar saying. Reassure them that they have your full and undivided attention. They need to know that their message is getting across and that you will do everything in your power to provide them with the best solution to their problem.
- Express Empathy
It is paramount that you show empathy when dealing with a difficult customer. Tell them that you truly understand how stressful the matter in question can be. Tell them that you would feel exactly the same if you were in their shoes, but that you will sort everything out immediately. Showing that you care about satisfying their needs will help you win them over. They will be calm down and start to look at the issue with a clear head.
- Include a Friendly Personality
By adding a friendly personality to the conversation, you will actually get an unhappy customer to empathize with you, which will not only help them control their anger but also help you build a relationship with them.
You can achieve that by telling them that you are not happy if they are not happy and offer to work together to resolve every issue. Present them with an idea and ask for their opinion on the matter to see if you are going in the right direction. Put yourself in their shoes and showcase a personality of a friend who is there to help.
- Admit the Mistake and Apologize
If you don’t accept full responsibility for the problem, your customer may leave and may never come back again. You should admit the mistake, even if you think that the customer may be overreacting or that what they need is way out of proportion.
Whichever the case, you should apologize, stating that you will do everything you can to help them out, because offering merely an apology, no matter how sincere, doesn’t actually solve their problem.
- Offer the Best Solution to their Problem
The sooner you solve the problem, the sooner you can turn the whole situation into a happy ending, where the customer will be satisfied with how you have handled everything and will come back to do business with you, which really is the whole point.
Therefore, try and find the best solution to the problem that is certain to satisfy your emotional customer’s needs. The key is to work together with the customer so that you reach the best outcome. Again, don’t hesitate to ask other people in your team for assistance, as some of them may have the best idea for turning things around.
Remember, an angry customer is someone who hasn’t been served well previously so, by applying these tips, you will make sure that every person interacting with your brand gets their needs satisfied and remains loyal. To offer the best support, ensure you have the best online chat software in your toolbox that will enable you to provide real-time support and improve your retention rates.
About the Author
Robin is a Technical Support Executive. He is an expert in knowledge management and various Knowledge base tools. Currently, he is a resident knowledge management expert at ProProfs. In his free time, Robin enjoys reading and traveling.