Empathy is easier if you take the time to understand the whole story.
Try to imagine yourself in your customer’s position, think about how you would react and what steps you would expect to see taken to put the situation right.
Make it clear through actions, not just words that you understand what they are going through.
7. Always tell your customer the truth
Lies and untruthfulness will always find us out eventually.
If telling the truth about a situation is going to contravene company policy or put someone else in a difficult position, be patient.
If you don’t yet know what the truth is behind what has happened you can explain that you need to gather more information before you pass a comment. This has the added benefit of buying you time and allowing you to do your due diligence.
After all, it can be tempting to react immediately, but patience is a virtue!
8. Remember to smile
If your customer is angry they likely won’t be smiling at you.
This doesn’t mean though that a smile from you won’t go a long way to calming a situation down.
We pick up on non-verbal clues more than we think and a smile when your customer is maybe expecting a retaliatory reaction may well disarm a tricky situation.
9. Offer an apology
Even if you don’t think your engineers or operatives are at fault on this occasion, an apology will go a long way to pouring oil on troubled waters.
If at all possible, make a general apology about the situation without implicating anyone in particular or appearing to disagree with your customer.
10. Take appropriate action
You will be amazed how quickly client confidence returns if you demonstrate that you are prepared to take action to resolve a situation.
Losing a customer and your reputation is not worth the cost of an appropriate refund or discount.