An essential part of onboarding new support operators is teaching them the right way to talk to customers who aren't happy. Today Alex Ivanovs, of CodeCondo and business/startup columnist for Huffington Post, shares some of his tips for handling customer complaints.
Difficult customers are part of the business process. Nobody likes dealing with them, but often we have to. It's best to be prepared for these situations - like when a customer is typing in ALL CAPS - as some customers might take it a little bit too far.
In this time of social media and global interconnectedness, customer complaints can sometimes gather momentum before we even realize there's a problem. Customers, like us, have the gift of voice and sometimes this gift can get really loud, even uncomfortable.