Watch the video Helping the Customer Be Right
Relax – it’s only 4 minutes long.
Think about a time that you dealt with an argumentative client. When faced with this kind of client, do you find it difficult to help them “be right”? What’s your go-to technique for diffusing this kind of situation? Does your personality type from week 1 explain why you might react the way that you do?
- When faced with argumentative clients it is usually not that difficult for a customer service agent or a company to react and handle the situation.
I will first try to understand the issue the customer is having and always have a polite smile on the face also a positive welcoming gesture. I have seen this easily calms angry clients up as all they need is to be heard. However, sometimes we come across clients that take our kindness gesture as an opportunity to bully us. In such cases it is best to make sure the client knows that we are helping them out not the other way around.
Talk calmly with the client but with a simple and clear voice. This gives the impression of authority. My go to technique is just to hear the client out, let them vent out a bit. I make sure to give out positive helpful vibes just to make them calm down.
I will go through the procedures to help the client out, and if need be ask for followup details, and try to make a connection, eg. if you say to the client that the WiFi on your phone also doesn’t work at times. This makes them realize that we are no different than them and we also experience the same things they do. So the next time they will make sure not to vent out on us. 😀
My personality type from week 2 was the Rebel. This can be taken into account of my customer service response as I would give the best of my ability to solve a situation and making the solving the issue. Ending with a happy customer.
However, I will also make sure not to create a impression on the clients that we are there to be bullied. The impression I create gives a friendly vibe as well as a will not tolerate rudeness vibe.
This is necessary in my mind as a happy workplace is where both the client and the worker are happy. 😀