How to Handle Frustrated Customers

It can be stressful

and also drive away some customers from your business. There are times when customers might get frustrated due to your fail or something that you don't have any control on.

Think Amazon

They have amazing customer service. Now you might think "They also have an ARMY of employees!"  BUT You really don't need that to provide exceptional customer service.

All you need is...

The ability to: 1. Listen  2. Understand  3. Empathize

1. Listen

Listen to what they're saying. What is the root cause of the issue? When they are reaching out to  you, what is the problem they are trying to communicate? Get all the information that you need from them.  Allow them to vent and don't interrupt.

2. Understand

Listening is not same as understanding. When you are listening, you get all the information. Understanding is going further and thinking from a customer's perspective of why the issue is frustrating to them.

But... they're being unreasonable?!

Now, sometimes the situation may not be in your control such as shipping delays while the order is in transit, but you still need to understand the situation from your customer's perspective.  Not everyone is aware that the situation is out of your hands, and sometimes people tend to confuse shipment with Amazon-like services where Amazon takes care of shipping too. I've heard people calling customers "stupid" and not care much at this point, but try to think what it's like being in their shoes. Just like not everyone is tech-savvy. 

3. Empathize

Empathizing is when you make their problem, 'your' problem. Acknowledge their feelings. Repeat the problem statement out to them and their concerns. This is called "Mirroring". Apologize. let them know that you understand. Be respectful. Show them that you care. And when you finally arrive at the point where you are going to provide a solution, start with a positive message. For example: 'Okay! Let's get this issue resolved for you..."  

Lastly, Empathy IS NOT same as Sympathy

Sympathy is when you say "I'm sorry this happened to you" - this is when you are feeling sorry for them. Empathy is when you say "I know how frustrating it can be when...", here you are relating to customer's problem and making it your own.