Conversation with a Super-Angry Customer!
Hello everyone,
Today I'm sharing with you my experience with a furious customer. She was angry with our company due to the delayed shipment of her order.
Analyze my marketing conversation, it was my very first experience. And, if possible add your own ideas, how you would have approached differently.
So, let's get started...
What was the matter?
Actually, this customer ordered a product from our company's website on 25th May-2021, but due to Covid situation, there was a curfew in her state and our delivery partners were not able to deliver the product until 16th June.
She called our customer support multiple times. But every time our support team asked her to wait for another day.
She asked for cancellation and refund and our support asked her to deny the delivery, whenever she receives a call from the delivery guy.
But for another 5 days, she didn't receive any call or message from the courier company.
This makes her furious!!
This time she called our support and asked for the director's number, she said she is not interested in talking to anyone else but the director.
The support team put her on hold and contacted me regarding this matter. They said she is very angry and threatening us with a police complaint.
And, I asked support to connect her call with me.
My Conversation with her
Me (as politely as I could): Hello ma'am, Good Morning.
Customer (interrupted me): Are you a director or not?
Me: Whether it's a director or anyone from our company, we are 100% committed to your service and give you the best possible experience. BTW, I work here as a Team Leader in the Marketing department. Did anyone from our company cause you any trouble? Let me know, I will take immediate action.
Customer(in an angry tone): I spent Rs.2500/- (almost $35) to purchase your product and I asked for cancellation 2 weeks back but nobody is cancelling my order. I WANT A REFUND NOW. I WILL NEVER EVER BUY ANYTHING FROM YOUR COMPANY AGAIN. You give excuses about Covid delay but all Amazon deliveries are working now. It's almost a month and...
Me(interrupted her): WHAT? A MONTH? You waited for this product for a month... I truly appreciate your patience. Personally speaking, if my delivery gets delayed for a week, I would have just lost my mind and I would have done exactly what you are doing right now. Is the covid curfew situation normal in your area now?
Customer: Yes, it is very much normal. When will you give me my refund? I just want that.
Me: Of course, I am cancelling your order right now, on-call. Please don't worry about it. I agree, there was a bad experience due to courier but before placing an order you trusted us, correct? And, not the courier company. From your details, I can see that you have ordered a MASTERPIECE product. This is one of my personal favourite products in our company, it is going to be an asset during this pandemic and work from home. I can guarantee you that.
Customer(bit relaxed): But your courier didn't deliver it for a month.
Me: I can totally understand. Generally, we don't do this but let me tell you this...
Currently, we are giving a 7% discount on all our products on Flipkart (alternative marketplace to Amazon, in India). So, if you place your order within the next 5 hours, you will get discounted price and also faster delivery within 3 days in your location. I'm sending you a link in your mail, please check.
Customer: Did you cancelled my previous order? What if I receive that one too?
Me: Ma'am please forget about that bad experience. For that order, we will give you a 100% refund. This is a new path, let's start afresh. And, please don't let go of your chosen product, that you waited for so long.
Customer: Yes, I am getting discounted price here. I think I will order it now.
Me: Sure
(The customer completes her transaction).
Customer: Ok, I have placed my order. Thank you for your suggestion (happy voice)
Me: We are fast-growing company, we have quite a lot of new products. Please keep reading our emails, I am adding you to our star customer's list. And, whenever you have any issues or need more information about anything, feel free to reach out to our support. And, if you are happy with your recent purchase, please don't forget to give your honest ratings and reviews.
Customer: Sure. Thanks a lot.
The conversation took place for approx 20 min. (Above is a condensed version). But a furious customer was converted to a happy customer :)
Finally...
A few days back, she left us a product review:
I am happy because,
- Customer trust is retained and increased. Especially, the kind of customer who threatened us with a police complaint.
- We got a happy customer. We are sure that she will buy many of our products in future.
- I was able to sell product on call and got a 5-star review on the product.
Humility, Desire to serve, and Love is the core of marketing.
Thanks for your time reading this experience :)
Akshay
Recent Comments
3
Hey,
I think you dealt with the situation amazingly and definitely turned the customer from furious to happy customer which is the best outcome. Well done.
Shannon
Yes, and I was happy because an angry customer who threatens for police complaint against our company ended up buying the product one more time, within 15 min of conversation.
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Often angry customers direct their anger to whoever is on the phone. Taking time to allow her to defuse was a positive action. Getting her to consider another way to get the original product showed that there was a concern for her situation. Well done, I would think. Sami