Whether it’s dealing with an angry customer who’s fighting your company or an internet troll you’ve never met, it’s imperative that broker-owners, managers, or team leadership address any claims online immediately.
Jeff Mowatt, who has trained customer service teams for more than 25 years and authored
Becoming a Service Icon in 90 Minutes a Month, offers these four tips when dealing with negative comments, complaints, and even harassment.
1. Gather facts. If you receive a rude or unfair comment, first determine if it’s coming from an actual customer with a legitimate concern. If it is indeed from a client, try calling them by phone to resolve the matter. If you can’t reach them offline, reply to the post but stick to the facts and don’t get emotional, Mowatt says. “If there was indeed an error on your team’s part, apologize for the hassle and offer a remedy,” he says. “Mention the steps you’ll take to ensure it doesn’t happen again. Express your appreciation for the customer bringing it to your attention.”
2. Responding to verbal abuse. Angry people usually find it easier to get upset over the phone than in person. If you take a call from an irate client, begin by introducing yourself and ask for their name, Mowatt says. If a customer is swearing at you over the phone, Mowatt suggests this response: “Using that language is preventing me from focusing on resolving this for you, so I’m going to ask you to talk with me without using that language.” And if they continue: “As I said before, I want to help you. However, I’m not going to do so when you’re using that language, so I’m going to hang up. Please call back when you’re ready to talk about this without that language. Good bye.”
3. Be a calming presence. Sometimes people just need to vent. Listen to an angry customer without interrupting, Mowatt says. Respond with empathy, such as “That sounds frustrating.” Slow your speech and vocal tone. Always own up to mistakes made by your agents or team.
4. Recruit and hire those who strive to serve. Build a culture of great customer service by recruiting agents and hiring staff who genuinely care about clients. When interviewing, ask if they’ve ever volunteered or played on a sports team, Mowatt suggests. Ask how they’ve handled unhappy customers in the past. “By equipping [agents] with the proper customer service training, you end up with less turnover and fewer social media comments that bruise your brand,” Mowatt says.
Source: “Tips for Taming Trolls and Calming Upset Customers,” November 2017, jeffmowatt.com.
