To handle angry customers on a live chat is a challenging task faced by the majority of the organizations and the customer care representatives or advisors. A customer can be rude and angry only if he or she not satisfied with the company or its products and services. The problems can be anything. Sometimes customers get confused and things differently this can be a cause of anger. There are times when the customer gets rude and angry when his or her problem is not well addressed. The point to state is the customer contacted multiple customer care representatives and all gone in vain this makes the customer more frustrated and angry to yell out.
Situations are not the same and keep changing always but an effective customer care representative or advisor can follow certain steps to handle angry customers on a live chat.
The only difference between handling a rude customer on a telephone and face-to-face is in a telephonic conversation you can hear the customer but cannot see physically but handling face-to-face requires more training as it is live interaction where you can feel, hear and see the customer which in turn out to be more frustrating if not handled by care. Whereas the entire scenario changes when you are handling customers over a live chat. Your written words in the chat conversation matter a lot.
How to Handle Angry Customers on Live Chat
Here are certain things you have to follow and keep in mind to make an effective chat conversation with a smooth flow even when chatting with angry customers.
1. Remain calm and relaxed
Remaining calm and relaxing doesn’t mean that you stop responding to the customer or slowly responding. It states that you have to understand the customer and not taking the anger of the customer personally. This will help you to calm your mind and help you to think and answer your customer appropriately. If you’re not calm and relaxed then the conversation would be more frustrating without any results.
2. Be positive in your chats
Whether you’re handling angry customers or handling normal customers your chat tone should be positive and you should able to end the chat positively using quality positive phrases. Your positive phrases should not sound scripted to the customers. If you’re not positive even a normal customer turns to be rude by your chat behavior.
3. Put yourself on customer shoes
Imagine the customer problem scenario and think you being the customer-facing this same issue. This will help you to maintain a great rapport with the customers.
4. Reply quickly
Respond quickly to angry and irate customers. As if you respond slowly they think that you are not caring for them or busy handling other chats. This could turn out to be a bad situation.
5. Understand the customer problem
Try to understand the customers by asking open-ended questions to find the root cause of the problem. This will help you to render faster solutions and helps to save time.
6. Address the customer using the name
When you address the customer using the name it sounds that you’re really caring. At the beginning and at the end of the chat, it is advisable to use the customer’s name. It is not a good practice to use customers’ names on chat for each and every line that you type it may frustrate the customer more.
7. Avoid using scripted lines
There are certain scripted lines for opening the chat and closing the chat which can be used but it is highly recommended to avoid these lines for angry and rude customers which can make the customer sound robotic.
8. Avoid using sorry
It is not that sorry should not be used on a chat but using it once is enough. When the customer presents a problem in the chat acknowledged the problem first and then tell sorry. And don’t carry on your conversation with the sorry note. Use positive words and phrases in your chat which doesn’t sound scripted.
The customer will mostly use the word complaint and escalation for higher authority on an angry chat. Avoid telling the customer that I am here to help you, I cannot escalate sentences. Instead, tell them surely I will, certainly I do, I have escalated the issue, etc phrases. This will come down to the customer to a certain extent. Try to arrange escalation for your manager or team lead or for higher-level escalation depending upon the scenario and provide some kind of reference to the customer that the problem has been escalated and we will revert back to you over your e-mail or call back for the appropriate solution.
10. Explain the customer
Check out the valid cause or the root cause of the problem and explained to the customer in a polite way that makes sense.
11. Polite on chats
Always be polite on each and every chat that you handle as we don’t know what the customer is thinking about. So always be careful on any chat that you handle.
12. Better communication
There should be a proper flow of communication between the customer and you which will help you to end the chat with proper understanding. Two-way communication should exist. It is not that the customer only speaking and you responding as hmm hmm this creates one-way communication and make the customer more irate.
13. Avoid spelling and grammatical mistakes
In this kind of angry and rude scenario at times you commit spelling and grammatical mistakes. So be calm and handle the chat carefully. Also, it is better for you to avoid grammatical mistakes because in the future if the chat may be escalated to the higher authority they will monitor all your chats and it looks odd without proper sentence and grammatical mistakes.
14. Avoid transfer of chats
You might think the chat is not meant for the right department. Then avoid transfer the chats without properly understanding the customer. At times when the customer is rude and angry they yell something differently you may think it belongs to a different department. So carefully read and understand the situation then refer your team leads to transfer the chat.
15. Providing a better solution
Once you understand the problem effectively then provide a solution that will help the customer to not contact you back again. It means one solution to stop the problem. The solution should be accepted by the customer.
16. Alternate solution
If you’re not able to provide the best solution then there can be a means to provide an alternate solution with an apology which can be accepted or escalate the issue.
Don’t take customer anger personally as the customer is not angry with you but is angry because of the products or services rendered by the company.
18. Your mistake or other representatives mistake
If it is your mistake you should be ready to commit your mistake with an apology and solve the matter. At times it might be not your mistake it will be the mistake of your colleague or any other representative working in the same company address it with a token of apology providing a better or alternate solution.
19. Providing important facts
In certain chats, you should provide the customer with phone numbers, e-mail addresses, screenshots, etc customers for better understanding in terms of issues being escalated.
20. Don’t allow the customer to take the conversation
Don’t get a moment where the customer can take over in the chat. Play carefully with your customer. The chat should always be in favor of you and not your customer. Use certain phrases to maintain a rapport instead of telling sorry and empathy all the time.
21. Customers opinion at the end
You have to ask the customer after providing the solution and when the customer has accepted a solution. Ask your customers did I help you to solve your problem? or similar kinds of questions where you can try to understand the mindset of the customer whether he or she is satisfied or not.
22. Avoid selling
On angry and rude chats avoid selling products or pushing sales even after the customer satisfied with your solution. The customer may think the advice doesn’t care about the problem and is only interested in doing his own work.
23. Feedback and survey form
Do not send feedback and survey form to the customer in angry chats as it may lead to low ratings. Instead, you can send a feedback e-mail link of your company where the customer can write to. This is how you can maintain your customer ratings.
24. Situation based on higher authority
There might be a situation where the customer doesn’t want to hear anything from you and demands to chat with only the manager or higher authority. In these times you can transfer your chat instead of taking the chat by yourself which will make the chat worse.
25. Saving the Live chat for future usage
You to save this kind of chats on your notepad so that you can get well versed in handling and maintaining angry and rude customers. So next time you’ll be more careful.
26. Attend proper training and handling of escalation
Ask your manager or superiors for training you on the escalation desk and providing you with proper phrases where you can pitch into the customer in an effective way to increase your progress.
27. Writing proper notes when live chat is ended so that every next advisor must know what has happened. If the issue is escalation write in notes of the Advisor feedback the escalation reference number.
These are the ways in which you can master your customers with great zeal and happiness which will help you to grow in the organization for better positions and effective customer handler.
I hope this article has helped you to control your angry and rude chats in a positive way by providing exact and alternate solutions.
Share your experiences about angry customers in the comment box if you have faced any. If you find this article helpful do share it among your colleagues and subscribe to our blog for more updates.
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