I got tagged again by one of my followers in Facebook asking on tips on “How to Handle Irate Customers”. She also tagged me before on “How to Handle Stress” which got me “featured” in her article in Philippine Daily Inquirer. So naturally, I was happy to share. So here it goes. 

Regardless what it is, I would apologise and thank the customer for calling our attention about their concern. After which, I ask for the following: Who (name of customer?), What (what item was purchased? what service availed? ), When (problem started when? item purchased when?), Where (where was this purchased – at the bridal fair / online?), Why (nature of complaint?). Writing down their answers keeps me focused on what the concern is all about and just concentrate on that. Because more often than not, when an irate customer rants, they say things not related to their initial complaint. 

Knowing and using the name of the irate customer instead of the usual ma’am / sir makes it sound more sincere. It also helps to be humble when you say “opo” once in awhile. I try to use taglish when I communicate with customers (verbal or written) because it has more “lambing” compared to communicating to them in straight English. Sometimes speaking in straight English makes you sound arrogant; more so if you use the wrong words.

It also pays also to be observant. Try to pick up accents or technical knowhow of the customer. Sometimes speaking in their local dialect makes it easier for you to communicate and even makes them less angry. Knowing the technical knowhow of the customer also makes it easier for you to explain things and if your customer has a high technical knowledge, you might need to give him a high-level explanation. Just imagine you using technical terms to a non techie customer. You will just add to their frustration if not confusion. 

Very irate customers will give you a verbal beating. We have to be calm and just let them vent out their frustration. Never try to interject with a solution or even interrupt to clarify anything. Sometimes unnecessary words will be said but I try not take it personally (I easily cry when someone shouts at me). I noticed that when you give the customer the full rein of the conversation it helps them to blow off some steam and eventually they calm down and would be more open to suggestions or better yet, find a solution to the problem. 

I know that customers do not like it when we pass them around.  But if I can’t help them, I pass them to someone who is in the right position to help them but I make sure that I brief this person first so that the customer doesn’t have to repeat everything. If nobody can’t help, I make sure that I get back to them and give them an update on what’s happening because we all know that waiting can also be frustrating. 

Smiling helps as well. In person or over the phone. I tell my staff that every time they place or answer calls always smile and they should sound happy. Nobody can stay angry with someone who is happy. If you have a pleasant expression it immediately helps your voice convey friendliness and openness. If you are straight-faced, it immediately removes that kindness from your voice. And if you have that expression in front of an irate customer, they might think that you do not care about their concern. So smile.  

And never cry when handling a complaint or else the customer will just bully you.