No matter what business you’re in, from IT support to the funeral industry, there’s no doubt that hard-to-please customers can make it that bit more challenging to provide the best possible service to everyone your customer service team communicates with. If you’re struggling with difficult customers, here are just a few ways you can improve your service and impress even the most unhappy caller:
1. Use positive language
It may be difficult to be positive in the face of negativity, but when it comes to customer service, using positive language and providing swift resolution to your customer’s problems is key to impressing the more demanding customers. Ensure that your customer’s needs are met with a positive solution, and you’ll leave even the most unhappy callers with a smile on their face.
2. Have their information on hand
Nothing is more frustrating than having to give your information to ten different customer support team members, and even customers with a small complaint will be less than pleased after having to repeat their problem, name and address for the tenth time. Keep your customer’s information and history close to hand to impress them with your efficiency and prior knowledge to provide the optimal service.
3. Go above and beyond
This is key when it comes to sensitive situations and issues. Letting your customers know you care through generous gestures or even priority action can go a long way towards apologising for a bad situation, and offering excellent customer service can quickly reverse any of the negativity your customer may be feeling. Going above and beyond is the ideal way to impress your customers, and keep them coming back to you.
4. Use a professional service
Using a professional, trained service that can be open 24 hours a day, seven days a week will impress even the most pessimistic customer – especially when that service can ensure that they can get what they need when they need it. At Frontline, we show this professional customer care with every call taken through our telephone answering service. If you want to ensure five-star reviews and happy customers, get in touch with us today to discover how our outsourced contact centre service can impress your customers time and time again.