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Telephone etiquette for angry and unsatisfied customers

Employees have to be careful while handling an unsatisfied customers. The process of handling unsatisfied customers define your organization’s standard and reliability. It is common to have unsatisfied customers as everything does not suit everyone. Every now and then you get a customer who is upset and abusing on telephone and says words you do not want to repeat

How to handle such Unsatisfied Customers?

Be aware, the secret fact of irritated and unsatisfied customers is that they have not found the right person who could listen to them and extend a solution. They are ready to give you a second chance!

The primary requirement will be to hear and acknowledge the customer’s problem. Once they receive an acknowledgement, they are okay to receive your response.

If the customer continues to abuse, you can start politely, for example so, I want to help you but I am having difficulty understanding, please calm down and say it again. If he or she does not come down, say it again one more time.

If the customer is still abusive try saying please refrain from the language you’re using, I am ready to assist and help. It is making it very difficult to understand you. If that does not bring any results, inform the customer you are unable to help him and that you will get your supervisor to assist him/her. Or take the telephone number and inform them that your supervisor will contact them within 24 hours.

Final step, you must explain the whole situation immediately and document the instance in your CRM as a case/ ticket and assign it to your supervisor. Make sure to select the appropriate priority, status and severity of the case while you assign. Follow the activity using the follow option and have them call the customer within 24 hours.

The mantra for great customer service:

  • The customer is job number one.
  • The customer is King
  • The customer is always right
Naga Darshan J
Darshan is a CRM Strategist, Entrepreneur, Author and Business Coach. He heads the sales and marketing for Rapid GPRS and has been instrumental in transformation of several businesses.

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