Interacting with customers over live chat software isn’t always easy. Some visitors may only write on the live chat when they have a query. It’s the ones who are angry and unhappy with your services that can particularly difficult to handle. Here are a few things you can keep in mind when chatting with angry customers.
Remaining Calm and Positive
One of the first things you need to remember is to be patient and calm with a customer. Losing your temper will only worsen things and you may risk losing a customer. Make a point of telling yourself not to take their anger personally. This will help you deal with them in a more calm and positive way. Keeping your tone positive can help calm down an angry customer as well.
If there is anything that is bound to irritate a customer further, it’s the lack of a quick response. Always try to be quick with your responses. Late replies will only worsen the situation.
Try and Be Empathetic
When dealing with an angry customer, you must try and put yourself in their shoes. This will help you remain calm and respond in a better way.
Ask the Right Questions
One of the best ways to solve a problem is by asking the right questions. This will help you understand the problem and figure out a potential solution. Some live chat software representatives try to assuage the customer by promising better service. This approach is rarely helpful. Instead of making promises you are not sure you can deliver on, simply try finding the root cause of their problem and present a solution.
Add a Personal Touch
Never go for a scripted message when interacting with a customer. The whole point of a live chat software is to provide customers with a personal, customizable chat experience. Customers need to know that you care about helping them. Being original is thus very important. You can also address a customer using their name. This shows that you care about them. Avoid using their name too much, however. This may backfire.
Use Proper Spelling and Grammar
Avoiding grammatical mistakes is very important in a live chat interaction. It makes you appear unprofessional and casts doubts on your quality of service. Your chats are also likely to be appraised by your supervisor so a lack of proper grammar and spelling can get you in trouble.
Do Not Make Excuses
Apologizing too much and making excuses will not improve a customer’s mood. You can begin by acknowledging the problem and saying sorry but beyond this, you must work to provide a working solution to their problem. Resorting to excuses is completely unhelpful.
When a customer contacts you through live chat software they are looking for a solution to their problem. Do not underestimate the intelligence of a customer either. If you do this, they may drop your services entirely and look for a better option.
Interacting with angry customers over live chat software can be difficult, but not impossible. If you keep these tips in mind, you should be able to manage your next session with an angry customer successfully.