Never solve the problem right away. What?!
I have the privilege of working in the “feel good” business. Meaning, we are making awards; honoring employees and companies for their great achievements and accomplishments. FineAwards.com creates beautiful crystal awards and glass awards that are presented to loyal employees or top sales representatives. So customer complaints and challenges are far and few between, but like every customer service department they’re going to happen.
In my 6 years of customer service I’ve found the best solution to upset and frustrated customers are to not solve the problem right away and allow them to talk. The customer’s initial objective is to vent and express their emotion. Always listen to what they have to say. If you interrupt too soon they will not be ready to listen or accept your solution to the problem. Now pause. Take a deep breath and offer alternative solutions. Instead of saying “This is the only thing I can do,” say “Here are two options,” The customer may not be excited with the selections, but at least they get to make the choice. I’ve trained our customer service team to answer the phone with a smile and learn from the challenging calls. It will only make them stronger team members and help FineAwards.com succeed.Heather Holmes