Over the years, I’ve worked in quite a few industries, in many different roles. One thing they all have in common, is a need for great customer service. It’s really easy to give great customer service to the nice clients, the fun clients and the satisfied clients. But it’s another thing altogether if the client is unhappy. Regardless of what they’re unhappy about.
So here are some of my best tips for dealing with an unhappy client:
Try a smile
Seriously. Even if you’re on the phone a smile comes through. Pay attention to the clients’ reaction though… sometimes they may feel like you’re not taking their complaint seriously, and that should be the last thing you want.
Don’t take it personally and don’t get defensive
I know that’s a lot easier said than done, but even though you are the one getting the complaint – the client is talking to you as the face of the company, not you personally. So don’t take it to heart. I know that there are some times a client will say something that can make your blood boil – for me it’s “You people”. I don’t know why, but as soon as someone says “you people” to me it pushes my grumpy button all the way. Ignore the things that are upsetting and remember it’s a chance to convert a client to a fan.
Listen
I know that sounds obvious, but really listen. Don’t be thinking out your response while the client talks, don’t interrupt to start explaining or apologising. Listen to what the client has to say. I often find that people just want to feel that their complaint has been heard. They’re not seeking a solution and they don’t want reparation – just to be listened to and taken seriously. If you don’t know about active listening – look it up, learn it and practice it. It’s an incredibly useful skill.
‘Fess up
If you don’t know, then say so. When you can’t do something, then say so. If you got it wrong, then say so. BUT… don’t leave it there…. Always let the customer know what you’re going to do about it and let them know when you’ll get back to them. Most of all, make sure your estimates of response time are realistic! If you’re unsure, give a later time: ie. You think it will take an hour to fix, tell them two hours, or three. That way if you can’t get it done within the hour, you won’t be upsetting the client, and if you can do it within an hour you have a fan! Never take more than 24 hours to get back to someone – my solution is to say something like “I’ll give you a call by XXX time to let you know what’s happening.” So I haven’t promised a resolution, but I will keep them updated and “in the loop”.
Follow through
Make sure you do what you told the client you’d do, and then get back to them when you promised to. You’re likely to get a better response if you ring a client and tell them you have nothing to report than not ringing them and waiting until they call you wondering why you didn’t get back to them.
Follow up
For that extra bit of customer service, give them a call or send an email to check that everything has been sorted out and that they’re happy with the solution.
There’s not always a solution
There will always be the occasional client that you just can’t help. Maybe their experience was so bad they won’t give your company a second chance, maybe they’re having a bad day and really just need to vent to someone and maybe they’re just one of those miserable people who are never happy. Whatever. Don’t sell the farm to try to help them. Let them vent and let them leave. You can’t win them all and as long as you leave the clients knowing that their complaint was heard and will be acted on if necessary… well, sometimes that’s all you can do.
If you’d like some more ideas, check out my previous Customer Service posts
What are your favourite tips for dealing with an unhappy client?
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