What Nightmare Stories You’ve Experienced in Customer Service and How to Avoid Them
If you work in retail or are a business owner, you know exactly how hard it is to close a sale. But do you know what’s even harder? Providing great after-sales support, customer support and even better customer service.
However, despite all your efforts to avoid customer service horror stories, you’re bound to run into them. And no. we’re not being cynical or pessimistic. Pleasing everyone isn’t possible. Sure, you can try to, but it’ll only end up in vain. The solution, you ask? Well, there’s no simple answer to this, but if there were, it would be this: do your best and hope for the best.
While customer service nightmares are bound to pop up occasionally, there are several ways to avoid them. Here are some tried and tested things to do if you feel you’ve run against a brick wall.
Don’t Provoke an Angry Customer
Rule number one of avoiding a customer service horror story is not allowing it to happen. The simple way is not to provoke a customer who is already frustrated, angry or upset. This may be easier said than done, but you’ll thank us later.
If you see an angry customer, reach out to them calmly in a composed manner. Ask them why they’re upset and what you can do to help them. Remember to remain calm and kind throughout your interaction; your customer will likely steam off as well.
Ignorance is Bliss
If an angry customer has snapped at you or passed a snarky, rude comment, choose to ignore it. This may be difficult to do, but remember you’re representing a brand, and in that particular moment, their anger is directed at the situation and not directly at you.
In times like this, you need to learn not to take things so personally and instead choose to ignore them.
Whether you feel like it or not, try passing a smile. You can do this from a place of genuine concern and care or as a passive-aggressive way to diffuse the situation. Whatever it is, it’s a known way to charm your angry customer.
Last Resort: Documentation
If you feel like you’ve tried everything, helped them to your capacity and remained calm despite their rude behavior, the last resort is to document everything and escalate it to the higher management.
Sometimes, finding the good in people just doesn’t cut it. And if you feel like you’re stuck in such a situation, choose to step away from it and let your manager handle the rest. Remember, no client is worth constant disrespect and degradation.