How to Keep Your Customers Happy

Last Update: January 09, 2018

Customers? We all have them! Yes, it's true, believe it or not, we all have customers in some form. I say in "some form" because we don't always recognize our customers. If you work with others, promote anything, or if you sell any article, you have customers.


So, the point I'm making is each of you can benefit from fine-tuning your customer service skills. Yes - this information is not wasted on anyone!

Here are my tips handling upset customers. I'm talking from my eight or so years of working in a call center and honing my phone skills.

Pearls for Happy Customers

#1 Let an Unhappy Customer Have Their Say

Your approach will vary depending on how the customer contacts you. I always let a customer talk until they couldn't talk anymore. They will usually realize that they are the only ones talking and stop. This method almost always works to de-escalate an irate customer. Likewise with an email. Most angry customers can only write so much, but it still makes them feel better. There is nothing to be gained by cutting off an angry customer.

#2 Don't Ignore the Customers Concern

That takes me to the next issue. If you appear too aloof, the customer will think you are ignoring their concern, and this will anger them more. You need to show they have your undivided attention.

#3 Don't be Defensive

Stay neutral and professional. Maintaining a professional demeanor doesn't mean that you will appear not to care, but you can not look as though you are taking the customer's complaint as a personal attack. These complaints are almost never that and the minute you take them as such you will escalate the situation.

#4 Lack Empathy

Customers like to know you care. Lack of empathy for the customers concern is the number one reason for low customer service satisfaction. Understanding is essential to a customer. It can sometimes be difficult for reality and empathy to find common ground. Sometimes involving a neutral third party to arbitrate can help de-escalate matters.

#5 Slow to Address Concerns



Second in importance only to empathy, customers feel a need to have their problems addressed promptly. Customers become very dissatisfied when customer service is slow to resolve issues.

#6 Don't Use a Forceful Tone in Communication

Raising your voice, shouting, or using a forceful tone in communication with the customer is one of the worst tactics you can take with an angry customer. Yes, you can shout online when you use ALL CAPS! This can be seen as escalating a conversation with a customer. Keep your tone lowered and do not let it escalate to that of the customer's. It is more difficult to escalate a conversation in the presence of someone who is calm and even-tempered.


Master the art of taking this customer:

AND.... Creating this customer!!


Join the Discussion
Write something…
Recent messages
Randallbrady Premium
Great instructions, thank you.
Reply
XavierPerez1 Premium
Excellent tips. I agree with all of them and your statements. Without these folks there would not be any business for any of us. What you project is often projected back.
Reply
Frenchfries5 Premium
Don't forget about our WA customers as well! Thanks for stopping by! Have a great day :)
Reply
Kickbacked Premium
I really liked the first photo. Demi fed me the gal who did the one dingy dingy on “Laugh In”
Reply
Frenchfries5 Premium
HAHA... I loved Laugh In... Thanks for the memory!
Reply
MKearns Premium
Wow. I have to try your B&B and see firsthand Michelle!
Reply
Frenchfries5 Premium
Thanks Mike! We would love to have you. Feb 1 we will be there. So much work. Way more work than being a pharmacist :)
Reply
MKearns Premium
Something to look forward to Michelle. Glad its going well!
Reply
Frenchfries5 Premium
Thanks Mike! :)
Reply
DEversley Premium
Thanks for the wonderful tips coming out of your experience, Michelle. Sometimes one can be so tempted to respond, but we all know how that ends.

I think it's really a testing of our resilience and maturity, the way we respond in such situations.
Years ago, when my wife would talk to irate customers on the phone, she always boasted that by the end of the call, the customer would be in a jovial mood. She was not in customer service, but she did somehow practice a lot of you said here.

Thanks again!
David
Reply
Frenchfries5 Premium
Hi David, Thank you for responding and sharing yours and your wife's experience. One of the toughest jobs. Take care
Reply
Top