If at first you don’t succeed, try, try again.” —Thomas H. Palmer
In customer service calls, it is not infrequent for a customer to begin their call already upset by anything from a previous unsatisfactory attempt at resolving their issue, to dissatisfaction over the hold time, to a misstep on your part in the beginning of handling their issue. Many representatives will, at this point, decide that the call is lost and cannot be redeemed. However, first impressions don’t have to be set in stone. With the proper care and attention, it is possible to use the negative beginning as a spotlight to showcase excellent service.
Recognize the problem[fusion_builder_container hundred_percent=”yes” overflow=”visible”][fusion_builder_row][fusion_builder_column type=”1_1″ background_position=”left top” background_color=”” border_size=”” border_color=”” border_style=”solid” spacing=”yes” background_image=”” background_repeat=”no-repeat” padding=”” margin_top=”0px” margin_bottom=”0px” class=”” id=”” animation_type=”” animation_speed=”0.3″ animation_direction=”left” hide_on_mobile=”no” center_content=”no” min_height=”none”]
Image by Ramunas Geciauskas
Begin by ascertaining why the customer is upset. In order to develop a plan of action to right the situation, you must first understand what has caused your case to start off on the wrong foot.
Acknowledge the problem
Never underestimate the power of being direct. Once you know what is bothering your customer, address it head on by acknowledging that it has happened and apologize for how dissatisfied it has made them feel.
Work to fix the problem
Now that you have let your customer know that you hear them and understand their dissatisfaction, it’s time to launch into action. What can you do to specifically address their concern? Even if nothing can be done beyond apologizing for the inconvenience, do so immediately.
Continue to be an ally
Once you have addressed their initial dissatisfaction, focus all of your efforts on continuing to build your relationship with them by meeting the rest of their service needs. If there are any opportunities to go above and beyond to really wow them, seize them!
The best customer service representatives know better than to merely dismiss the cases that start off poorly as unsalvageable. Rather, they accept the challenge of these cases and redouble their efforts to win over the customers by showcasing stellar service at every turn. Customers do not want to leave their interactions with you unsatisfied, they are seeking resolution. Maintain your focus, even when things get off to a rocky start, and you will be seizing the opportunities so many other representatives are unwisely passing by.[/fusion_builder_column][/fusion_builder_row][/fusion_builder_container]