How To Five Smart Words To Use With Angry Customers

Every b2b telemarketing business requires happy and satisfied customers. When companies are spending a huge amount to gain new clients, they do not want to lose the existing ones. Retaining clients is as important as gaining new ones. Hence, the company needs to train the customer service representatives so that they can deal with them nicely. Language becomes all the more important when the customer is not satisfied and is angry. Here are some phrases that will help representative deal with angry customers.

 

I am sorry Ma’am / Sir

Representatives do not want to admit the fault, especially when they are not at all guilty. However, saying sorry is the first thing that will help pacify the customer on the line. One should remember that a customer seldom desires to call the company support line. Hence, if he/she has called, there might be something that is amiss. There might be many reasons that the customer might not be able to even explain. Saying sorry is accepting those things and moving on ahead.

 

We will solve this together

A customer purchases a product or service only when s/he has some trust in the brand. The customer becomes angry only when this trust is breached in some way or the other. Hence, whenever a customer is dissatisfied, he expects the company to listen and understand the problem or difficulty that he is facing. In such cases, the representative needs to begin a healthy conversation and try to bring out a solution rather than beating around the bush.

 

What, according to you, would be a fair solution?

Customer wants to feel desirable by the company. He desired to be pampered and listened to. When a representative asks the customer what is his opinion, then the customer is delighted. He might think about the solution or might even step back if there is not. The phrase begins the process of negotiation and pacifying the customer and retaining b2b lead generation. Representative can even ask what will delight the customer or what they can do help the customer out.

 

Are you satisfied with the solution?

The objective of the company is to retain the customers and keep them happy and satisfied. Hence, instead of asking irrelevant or similar questions, representatives can directly ask the customer whether they are satisfied as a closing remark. This does not only act as a feedback but also builds a foundation of a relationship that is giving and nurturing. Every company makes a certain investment in getting the B2B leads by building trust. If a customer is unhappy or dissatisfied, all this investment goes down the drain.

 

Thank you

While the representative might think that the customers should express gratitude, however, it should be initiated by the representatives. The purpose of saying thank you is that the representatives are glad that the customer understood and was satisfied with the reply or solution. Customers have invested in the product or service of the company and hence, desire to get positive returns. Hence, they deserve a thank you. At times, even customers are glad and respond in thank you to the representatives when the reply is satisfactory.