Turn an angry caller into a loyal customer in 5 steps

Turn an angry caller into a loyal customer in 5 steps

OABPO Blog Team Published on July 25, 2014

angry-customer-on-the-phone--Open-Access-BPO-inbound-customer-service-solutions

Angry customers are considered as staple elements in firms that offer inbound customer service solutions, be it in the Philippines or any other top outsourcing destination. No matter how impeccable your company is in producing goods and serving your market, there will always be someone who encounters a problem with your products and contact you to fix it.

Having angry callers is unavoidable, yes, but the good news is that it’s fixable. In fact, every call from a displeased customer is an opportunity to prove your company’s worth and a chance to strengthen the relationship with that customer.
How can you appease angry customers and win their loyalty in the process? All it takes is five steps.

1. Say sorry

call-center-agent-apologizing-to-angry-customer-on-the-phone-Open-Access-BPO

What you need here is a sincere apology and not a pre-made message expressing regret for the mishap. Your company may not have control over the cause of the problem, say a delayed delivery due to a typhoon or a package mishandled by your third party transporter, but you should still explain why it happened and find a way to fix it. It’s expected from you. So, make the apology personal and assure the callers that:

• They are heard

• They are important

• You are on their side

This way, you tone down the anger while simultaneously gaining their trust.

2. Evaluate

customer-service-agent-evaluating-angry-callers-problem--Open-Access-BPO

This next step is where you start asking questions about the problem. But before that, you should let them vent out. Be collaborative and let them explain the issue in detail before asking the often-considered offensive question that is “Are you sure it’s plugged?” You’ve probably built rapport through step 1, but you should still explore the issue thoroughly before throwing the basic questions. Otherwise, they may find the action insulting rather than a genuine attempt at offering assistance.

3. Solve

customer-service-agent-solving-the-problem-of-an-angry-customer--Open-Access-BPO

You can’t win back customers by simply giving back what they lost. You have to earn and rebuild their loyalty by giving something extra for the trouble they went through.

4. Follow up

customer-support-agent-successfully-solves-angry-customers-concern--Open-Access-BPO

Solutions vary from problem to problem, but the follow up should be consistent. Replacing the faulty product, troubleshooting the service, and then sending a gift is only the initial part; you have to make sure that the solution is effective after applying it. Follow-ups should be done, which should compose of these elements:

• Immediate follow-up - This is done right after the call to underscore your concern for the customer and to know if another issue grew from the previous problem. Immediate follow-ups should especially be done by an agent to a customer he transferred to another agent.

• Internal follow-up - The agent who received a complaint should alert the departments involved so that they could work on the problem before it blows up.

• Wrap-up - The wrap-up could be done either through call or a letter as a way of solidifying the business-consumer relationship. This also assures that you regret the incident and that it won’t happen again.

5. Record

call-center-agent-recording-angry-customers-solved-problem--Open-Access-BPO

Documenting the problem and the specific actions you took to solve it should be done immediately while the incident is still fresh in your mind. Use the documentation for later analysis so that you can apply the lessons in your training and coaching sessions, thus lessening the possibility of it happening again and prepping your people for future troubles.

Documentation also lets you identify patterns and trends, as well as underlying causes that you may have overlooked. Simply noting down the time of the call or the day of the incident can tell if there’s frequency and repetition, which can be caused by an uninformed employee or a faulty facility assigned on that certain time and day.

 

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO12 hours ago
With the #ecommerce holiday shopping rush comes the armies of customers with their purchases and inquiries.
In the middle of all this, your brand needs to make both them and your team happy.

Here's how you can strike the right balance between 𝗹𝗲𝘁𝘁𝗶𝗻𝗴 𝘆𝗼𝘂𝗿 𝘁𝗲𝗮𝗺 𝗲𝗻𝗷𝗼𝘆 𝘁𝗵𝗲 𝗵𝗼𝗹𝗶𝗱𝗮𝘆𝘀 and 𝘀𝗲𝗿𝘃𝗶𝗻𝗴 𝘆𝗼𝘂𝗿 𝗺𝗼𝘀𝘁 𝗹𝗼𝘆𝗮𝗹 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀: https://buff.ly/3ur1Q1o

----------
Ensure your customers' needs are met with a trusted #CustomerService expert: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
CustomerService #CustomerExperience
Open Access BPO
Open Access BPO12 hours ago
Failing to meet customer expectations may be your goal, but there are unforeseen and unavoidable instances that cause you to fail.

Here are 4 basic steps of a business #CustomerSupport strategy when facing mishaps: https://buff.ly/3iDVQQr

----------
Start your journey to a better #CX with a #CusomerExperience expert: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 day ago
As much as your brand wants to give your customers a great experience, there are times when you really have to say no to their requests. For #CallCenter agents who are trained to always delight the customer, having to say "no" can be difficult.

Here are 5 tips for letting down your customers gently without ruining their entire #BrandExperience: https://buff.ly/3VuHqR6

----------
Choose an #outsourcing company that values customer service and brand retention: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CallCenterTips
Open Access BPO
Open Access BPO3 days ago
The holiday season is one of the busiest times for most businesses and deal-seeking consumers.

Between the onslaught of online shoppers, the potential issues you might run into, and possible internal concerns, is your brand ready to handle the holiday rush?

Here's how outsourcing can ensure a satisfying #CustomerExperience during the holidays: https://buff.ly/3XTgDzB

-
-
• How a 24/7 Call Center Handles a High Call Volume During the Holidays
https://buff.ly/3B9bkCq

• Outsourcing to Beat the eCommerce Holiday Shopping Rush
https://buff.ly/3FqlDEC

• UI Tune-Up: A Customer Service Must-Do for the Holidays
https://buff.ly/3XYPiMj

• 5 Ways to Boost Customer Satisfaction This Holiday Season
https://buff.ly/3FooIoE

• 4 Major Flops that Could Happen Over the Holidays
https://buff.ly/3FmdfWL

• How Can Philippine Call Centers Motivate Agents After the Holidays?
https://buff.ly/3XOlmmd

• Top Five Business Tasks To Outsource During The Holiday Season | via Forbes
https://buff.ly/3B9bkSW

----------
Partner with a #multilingual #CX expert trusted by global brands for their 24/7 support: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#ecommerce #OnllineRetail
#OnlineShopping #HolidayShopping
#CustomerSupport #CustomerService
Open Access BPO
Open Access BPO1 week ago
If you think it has become harder to make your customers happy these past couple of decades, you're right.

Here are the 5 reasons why making customers happy—and keeping them that way—has become an even more demanding task: https://buff.ly/3APNZFN

----------
Start improving your customer retention and brand loyalty: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CX #CustomerExperience
Open Access BPO
Open Access BPO2 weeks ago
#BlackFriday and #CyberMonday are the biggest holiday shopping events in the US, with millions of consumers eagerly waiting to snatch up season-exclusive discounts and special deals.

To provide the best #OnlineShopping experience possible, #ecommerce brands and their outsourced support teams spend months devising #CustomerSupport strategies.

Here are a few notable stats about these shopping holidays.

#WeSpeakYourLanguage
Open Access BPO