4 Tips to Handle Angry Customers the Right Way
- Teach your customer support team to be calm
- Assume that the customer is right
- Implement a live support chat software solution
- Solve the problem and apologize
Customer Support should serve two purposes:
- Technical Troubleshooting: Handling all technical problems related to the product such as deep product usage issues, configuration, or trouble-shooting.
- Customer Service: To deal with any other customer issues, such as questions or product issues. Both these functions are mainly reactive.
There are many collaboration systems like Slack, Yammer, or Chatter that could be used to keep the Customer Success (CS) and customer service on the same page, but they don’t do enough. Since CS teams need to be kept in the loop whenever a critical support issue is resolved, or when a customer is angry over an issue, it’s a good way to notify them, but unfortunately, it makes the transfer of information manual, and thus are subjected to human error.
In contrast, Customer Success Platforms integrate with support systems like Zendesk, Freshdesk, and Desk provide customer health scores & customer activity updates as widgets within these systems. This way, support teams can prioritize support tickets and stay in sync with CS teams within a system that provides updates to the customer through customer support automation.
Customer support team structure are built to improve the quality of service and are focused on increasing satisfaction and minimizing customer conflict, getting customer feedback, retaining angry or dissatisfied customers. A customer support software can be brought into use as it helps you in keeping track of user requests, simplifies communicating with customers, and facilitates dealing with other customer support related issues in a better manner.
The aim is to answer queries in order to help your customers experience maximum product value. No matter the topic and the tone used, whether it is a complaint or compliment, answer each and every message you get. It is the least you can do since they have taken the effort to reach out and provide feedback. Furthermore, the most efficient way to reduce the number of complaints you receive is to not do something that warrants one! Seems simple enough, but in the Service, Sales, and Customer Success sectors, complaining is part of daily operations.