As part of their job, live chat help desk customer representatives have to deal with a lot of unhappy and angry customers. At times, they even have to deal with customers who have become completely irate, whether that be from lack of problem resolution or dissatisfaction with a product or service.
When speaking with an infuriated customer it’s tempting to get even — but that will only cause more problems.
The wise way to handle this situation is to try to pacify the customer. Here are four tips that will help you to deal with irate customers, whether it be face-to-face, on the phone, or a live chat help desk session, without letting the situation get out of control.
Allow the Customer to Vent
The most important thing you can do when a customer is infuriated is to let him or her vent the anger. Instead of ignoring a customer’s emotions, listen patiently without disturbing them. Allowing them to express their frustration is the first step to a more positive customer interaction.
Remain Calm
Remaining calm when a customer is irate is not the easiest task, however it is necessary. Customers are angry with the situation they are experiencing, not you. You should be mindful of this fact and allow them to vent during your live chat help desk session.
A pro tip from experienced customer service representatives is to try and smile while interacting with customers–even over the phone. They will be able to hear it in your voice and it will help to pacify them.
Acknowledge the Problem of the Angry Customers
Acknowledging the problem when communicating via live chat help desk means telling the customer that the company will do everything that is required to solve the issue. Taking ownership of the problem can greatly help in pacifying the customer. An angry customer is looking for a resolution to their problem and if you can provide that, it will help to calm them down.
Resolve the Issue
Once a customer has been allowed to vent, it’s important to listen attentively to their real concern. Listening attentively means mindfully hearing and attempting to understand the problem. Once you understand the customer’s problem, offer a resolution.
At the end of the day, customers are the VIP of a company. Without their support, a company won’t carry on for long. That’s why each and every customer should be treated with empathy and respect.
