Facing Confrontation in Customer Service

Facing Confrontation in Customer Service

Customer service offers the one, and possibly only, opportunity to interact with your customers. Because customer service is so vital, it's important to understand how to handle the uncomfortable situation of dealing with an upset customer. In this course, you'll learn about common customer service mistakes and how to avoid and overcome them. You'll also learn how to handle customer complaints by defusing tension, investigating the problem, and coming to an agreement with your customer on a solution.

PART ICustomer Service Mistakes

01

AvoidingResponsibilities

After completing this topic, you should be able to

• Recognize examples of guidelines for taking responsibility for customer complaints

Customer complaints arise for various reasons. Late deliveries, billing errors, and product defects, are just a few common ones. Customers often put off complaining until their frustration has boiled over into anger, which intensifies the need for good customer service intervention.

"Hey, I've got a problem here. This is junk! It doesn't work."

"OK. I can help. Did you go over the specs? Your rep should have explained them better. You're probably just doing it wrong"

"Excuse me, what?!"

Well, that didn't help. Unfortunately, it's all too common in customer service to avoid taking responsibility for problems or deny that a problem exists. No matter what caused it, your customer has a problem. Be helpful. Denying it, or pushing it back onto them only raises their frustrations and makes the situation worse. Another common mistake is criticizing your colleagues or company to deflect blame or make yourself look better. Remember that you and the company are one and the same to the customer. Shifting blame doesn't help anyone, it only frustrates your customer further.

"This doesn't work. I want to exchange it for a new one."

"Yeah, I'd love to help, but unfortunately, I don't know if we have another one in stock for you. The lady who does the inventory isn't in right now, either."

"Seriously? You don't even know if you have another one?"

"Look, calm down."

From your customer's standpoint, their anger is justified. Telling them to calm down is patronizing and only escalates their frustration. It's another way of trying to deflect responsibility. Taking responsibility is important in resolving customer complaints. Even if you aren't able to fix the problem yourself, it doesn't mean you can't help. Stay positive and take ownership of the problem. If you aren't able to do what the customer asks, then offer what you can do.

"Let me see what I can do to help. Give me your name and number and when the inventory manager gets back, I'll have her check the system for a replacement. If we've got one, I'll put it on hold for you. If we don't, I'll find out when we can get another one. I'll call you back once I know. Is that okay?

"I guess so."

Better. Jason acted as the point of contact to resolve the issue. He reassured his customer that he could get her an answer and get back to her.

These examples show how you can keep customers happy by meeting their psychological and business needs on every call. It's easier than most people think!

02

OversteppingBoundaries

After completing this topic, you should be able to

• Match strategies for preventing boundary-related customer service mistakes to the types of mistakes to which they apply

It's easy to make mistakes in customer service. You want to make your customers happy, so it's easy to tell them what they want to hear. If you aren't careful, you can overstep your boundaries and make problems worse than they were to start with.

"I just ordered a replacement piece, which still hasn't gotten here, by the way, and now I see these...fees on my account. What gives?"

"I apologize for the confusion. I'll get those fees taken off your account, and personally see that we get a replacement out to you ASAP. Today, if possible."

Jason was right to apologize for the confusion about the fees, but he overpromised. Without knowing why they had been charged, he can't be certain about removing them from her account. Without checking on the progress of her order, he can't be sure he can do anything to expedite shipment.

In customer service, your word should be your bond. Don't make promises you can't keep. Setting unrealistic expectations can derail your customer's trust, so be sure you can deliver on any promises you make. Even customers who aren't upset initially will be if you don't do what you say you will. Let your customers know you understand their issues, and that their problem is important to you. Let them know that you'll do your best to help, but be clear about what is and isn't possible. Work with your customers to find solutions that benefit both them and the company. But solutions must be realistic. Don't tell them you can do something unless you know you can.

"The last guy I talked to said he'd help, too, but…"

"Let me see...[checks laptop] ...oh, you talked to tech support. They don't know anything about accounts. I'm not surprised they didn't actually do anything. I'll get this fixed."

That's not any better. Making inappropriate criticisms of coworkers or the company is just another way of overstepping your boundaries. Making himself look more competent at the tech support department's expense may make Jason's customer happier temporarily. But he's undermined her confidence in the company as a whole. And even if he is able to pull off his promises, she'll be leery of dealing with anyone but him in the future.

He'd have been better off simply apologizing for the confusion and then finding out what happened. He could then have let his customer know how he could realistically help her. Your focus should always be on solutions instead of who or what caused the problem in the first place. Your customer simply wants to know they're being taken care of. They don't care whose fault it is; they just want it fixed.

Your end goal is a happy customer. Mistakes will always happen. Life is like that. By keeping your eye on resolving problems, without overpromising or shifting blame, you can provide customers with the service they need.

03

BeingRude

After completing this topic, you should be able to

• Match strategies for preventing customer service rudeness to the types of rudeness to which they apply

"Look, I'm not leaving until you make this right."

"Calm down. I only said you must've done something to it for this to happen."

When you make a mistake in customer service, you may not get an opportunity to make it up to the customer. A common, serious mistake is being rude. Sometimes it's intentional, but other times you can be rude without meaning to. Telling someone to calm down can come across as condescending and add to their frustration. You're the one who needs to stay calm. Try not to reflect your customer's emotions back at them. If you remain calm, even in the face of the storm, then you can eventually lead the conversation in a fruitful direction.

Listening carefully and patiently allows the customer to vent, which may be necessary for them to get it out of their system and move on in the conversation. Showing empathy and validating their feelings shows that you understand them and are there to help. This is critical in order to begin working together toward a solution.

"I didn't do anything but plug it in. It was broken when I took it out of the box."

"That can't be. These things are tested and certified. You must've done something to it. Try to remember."

Don't contradict your customers, especially when they're frustrated. Avoid saying things like, "We wouldn't do that," or "You must have misunderstood." Don't dismiss their opinion or memory. It will be easier to discuss differences of opinion once the customer has calmed down and you've found some common ground.

Identify with the customer's complaint and be empathetic. Say something like, "I understand how frustrating that must be." Empathy shows the customer you understand their reaction and that it's normal and legitimate.

"Why would I mess with it? It's supposed to work out of the box. Are you saying that I'm lying?"

"No, not at all. It just doesn't make sense to me. I'm sorry. I didn't mean to imply anything."

When you suggest, either implicitly or explicitly, that you suspect a customer is acting in bad faith you're guaranteeing a bad customer service experience. You must always start with the assumption that the customer isn't at fault. Give them the benefit of the doubt. Don't prejudge the situation. Let your customer explain the situation, listening for clues as to what might be causing the problem.

Resolving customer complaints requires your patience and understanding of the issue. You need the customer to be your partner in solving it. Being rude or dismissive is no way to form a partnership.

PART IIHandling Customer Complaints

04

DefusingFrustration

After completing this topic, you should be able to

• Recognize guidelines for defusing a customer's frustration

Dealing with an upset customer may be the most difficult aspect of customer service.

"Hi, this is Jason. How can I help you this afternoon?"

"You tell me. I'm looking at my new statement and I see that you people have charged me again for the same fees I've been calling about for months now. I'm sick and tired of being told that it's handled when pretty clearly it's not."

How do you respond to this in a way that will help?First, remember that the customer isn't upset with you; they're upset with the situation. Don't take it personally. Then, remind yourself that angry customers often struggle to be objective, so before trying to resolve the problem it's important to defuse the customer's frustration. So how do you do that?

Start by allowing the customer to vent. It isn't easy, and it's rarely pretty, but try not to interrupt or contradict the customer, even if you believe they're wrong. Confrontation will lead to escalation, and the goal is to calm the customer down so you can look for a solution.

"I'm so sorry to hear that. Let me take a look at your account and find out what's going on. Can you remind me when this started?

"Fine. The first fee showed up three months ago. If you can't fix this, I'm going to close the account."

"I completely understand your frustration. Let me see what I can do to help get this taken care of for you right now."

Listening and responding with empathy helps defuse the customer's frustration. This is one of the quickest ways to de-escalate tension. Listening with an open mind and expressing your understanding lets your customer know that you acknowledge their problem. Respond with your positive intent to take action to resolve the problem as best you can. Keep your focus on the customer and follow through on your desire to help them.

"I'm glad I was able to get that issue taken care of. It may take up to 24 hours for your account to show the changes, but you shouldn't see any more of these fees in the future. Thanks for working with me to figure it out. I want to apologize, again, for the inconvenience."

"Thanks Jason, I appreciate your help."

By removing the focus from yourself and staying focused on understanding and resolving the customer's problem, it's easier to stay detached and not get wrapped up in an emotional outburst. Maintaining an attitude of caring and concern helps to defuse customer frustration. Allow them to vent as needed. Listen and respond with empathy. You'll never be able to work in customer service without running into angry, frustrated customers once in a while. But there are ways you can ease the tension and allow you both to work toward an acceptable solution.

05

Investigating Problems

After completing this topic, you should be able to

• Identify strategies for investigating customer complaints

An important part of handling any customer complaint is investigating the problem. It's imperative that you listen carefully to your customer, asking questions as needed to get the whole story.

"I don't understand why this charge keeps showing up. It's not mine. The service isn't part of my contract."

"That's strange. So you first noticed this three months ago?"

"Sort of. I actually just noticed it this month, but when I looked back at it, it started three months ago."

"It looks like a recurring charge. Did you perhaps sign up for any new services?"

"No. Nothing that I know of. I was actually traveling most of the time."

When looking to solve a problem it's important to get as much information as possible. The first step is to ask specific questions. In most cases, you will want to gather as much relevant information as possible. Asking specific questions also allows you to keep the conversation focused while digging for details that may help you uncover the heart of the problem.

"And no one else on your staff could have changed your service?"

"No. I'm the only one authorized."

"OK. I think I've got what I need. Let me do some research and get back to you. Can I call you back when I have more information?"

"Sure, that's fine."

Take the time to investigate the issue fully. Don't be afraid to ask the customer for the time you need to find out what's going on. It may take more than a phone call to get the facts straight, and find out what steps you or your customer need to take in order to resolve the problem. If it will take more than a few minutes, offer to call the customer back. Nobody likes to be put on hold. Customers generally appreciate it when you let them know up front that you need time to investigate the issue. Just make sure you actually follow up or you're going to have a customer who's even more upset.

"I apologize for the mix up, but I found the problem. It looks like there was a provision left out of your original contract, so we have a couple of ways to handle it. Do you have a few minutes right now?"

"I'll make a few."

Finally, once you've discovered the cause of the problem, identify the solutions for your customer, including any alternatives. Some problems can only be resolved one way, but others may require choosing from a number of solutions. Offering alternatives allows you to help the customer while also involving them in the solution. Customers will be happier when they know all of their options and have a say in the matter. They will see your company as responsive to their needs and happy customers are the kind that keep coming back.

06

Coming to anAgreement

After completing this topic, you should be able to

• Recall guidelines for coming to a problem-resolving agreement with a customer

"So how are you going to fix this?"

"Good question. We have a few options that we can look at. Let's talk."

Customer service is a partnership. As a customer service representative, your job is to satisfy the needs of your customers. When they have complaints, it's your job to work with them to come up with a solution you can both agree on.To come to an agreement, you must involve customers in the decision. The way to do this is to offer alternatives whenever possible. Offering alternatives empowers the customer and shows that you care about what works best for them.

"You know, it would work best for me if we could upgrade this one right now. Like, today. I'm really in a bind here."

"Yeah, I see how that would make things easier than waiting to ship a new one. Let me see what I can do."

In this case, the customer knows what solution she's looking for. Whenever possible, ask the customer what they're looking for. This is a great way to find a mutually acceptable solution. Bear in mind that you may not always be able to get the customer what they want, but at the least this gives you a starting point for negotiations. Asking the customer involves the customer and helps you find what their expectations are, but be careful not to overpromise. Ensure that the solution works for your company as well, and that you are certain that you can provide it.

"OK, well what can we do? How long will the new one take to get here?"

"I'm sorry, but it won't be possible to upgrade you today. We don't have the parts on hand."

"To be safe, about ten days."

"Ten days? Really?"

"Well, we do have a refurbished model I can get set up for you this afternoon. If you'll accept that one for now, I can get the new one on order and partially credit your account until it gets in. Would that work?"

Set reasonable, realistic expectations with your customers. Make sure they know what to expect, including any gray areas. It's always better to underpromise and overdeliver than to set them up for disappointment later by making promises that you can't keep.Remember, the customer is your partner. You want to make them happy over the long-haul. When problems arise, working with them to come to a mutual agreement ensures that your partnership is built on solid ground.

07

CourseReview

Let's review what you learned in this course.

When dealing with confrontation in customer service, be proactive and take ownership of the customer’s problem.

Set realistic expectations about what you can do to help.

Show empathy for the customer’s complaint.

Defuse frustration by allowing the customer to vent.

Investigate problems fully, following up when appropriate.

Come to a reasonable agreement that satisfies your customer’s needs.