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 9 hours ago
#CallCenters need to build a consistent and memorable #CustomerExperience covering all channels, both digital and non-digital.

You need a high-performing #multichannel team that can successfully implement your #CustomerService strategy.

Here's how: https://buff.ly/43WMwe9

----------
Let us create the multichannel program and team for your brand: https://buff.ly/442IjFI

#WeSpeakYourLanguage
Open Access BPO Yesterday
Logistics, technical issues, and human error can impact #CustomerExperience.

𝗧𝗶𝗺𝗲 𝘁𝗼 𝗮𝗱𝗱𝗿𝗲𝘀𝘀 𝘀𝘂𝗰𝗵 𝗽𝗿𝗼𝗯𝗹𝗲𝗺𝘀 𝗶𝗺𝗺𝗲𝗱𝗶𝗮𝘁𝗲𝗹𝘆 𝘂𝘀𝗶𝗻𝗴 𝘁𝗵𝗲𝘀𝗲 𝟰 𝗯𝗮𝘀𝗶𝗰 𝘀𝘁𝗲𝗽𝘀.

----------
Make a difference in your customers' lives.
We'll take the lead: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CX #CustomerSupport #CustomerRetention
Open Access BPO Yesterday
Even if you've set your brand to constantly delight your customers, there are times when you have to say no to their requests.

Master the art of saying "no" with compassion.!

Here are 5 tips for letting down your customers gently without ruining their entire #BrandExperience: https://www.openaccessbpo.com/blog/customer-service-tip-5-tactics-saying-no-compassion/

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

#WeSpeakYourLanguage
#CustomerSupport #CallCenterTips
#CustomerSatisfaction #CustomerExperience
Open Access BPO Yesterday
Open Access BPO's CEO Benjamin Davidowitz spearheaded the recent Easter community initiative in Poblacion, Makati City: https://www.openaccessbpo.com/blog/open-access-bpo-ceo-leads-easter-community-initiative/

This annual tradition aims to provide nutritious meals to those in need while spreading joy to children with balloon giveaways. This year marks the 7th consecutive year of the initiative, made possible with the dedication of volunteers from Open Access BPO. Together, they distributed 1,000 meals and 700 balloons to the community.

----------
Learn more about our outreach programs and employee engagement activities: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#OABPOcares #CorpSocialResp
Open Access BPO 5 days ago
Of course, #CallCenter leaders want only the best talents for their teams, but the best talents are also looking for the best experiences from their prospective workplaces.

High performers would consider these factors as they choose the right #ContactCenter to work for: https://buff.ly/3TQnokB

-----------
Get only a diligent , highly-skilled team working on your brand's #CX when you outsource with us: https://buff.ly/3vXYK9z

#WeSpeakYourLanguage
#outsourcing #CallCenters
#CustomerSupport #recruitment
#EmployeeManagement
Open Access BPO 5 days ago
#CallCenter agents thrive with strong leadership. Great team leaders provide direction and motivation, which fuels agent success and exceptional #CustomerExperience.

But what holds leaders back?

Here are the pitfalls that can sabotage your leadership (and get expert tips to become an exceptional leader!) https://buff.ly/3vO1Blo.

----------
Upgrade to a better #CustomerSupport.

Contact Open Access BPO today to build your dream #CX program with our expert team and visionary leaders: https://buff.ly/3JeSHRe

#WeSpeakYourLanguage
#CallCenterLeadership #CallCenterManager
#ContactCenterLeader #CallCenterSuccess
#EmployeeEngagement #TeamLeadership
Open Access BPO