What’s the first thing you do when an angry customer reaches out to your business?
Empathize and leave no stone unturned unless you get the perfect remedy for the situation. Isn’t it?
Well, what if I say, it isn’t over with your customer support team resolving the issue!
Wondering what’s next?
Well, the next thing that you should be doing is- trying to learn from the customer’s complaint and using it to improve your business. You’ll be able to do that if and only if you know the root of the problem. Here are the most common factors that leave your customers fuming like volcanoes!
Lack of emotionally intelligent customer support reps:
For those who have no idea as to what emotional intelligence is all about- It is a term used to describe the ability to consciously identify and manage your own emotions as well as the emotions of others. Emotional intelligence in customer support is crucial for handling interpersonal relationships.
The dissatisfied customers are sure to vent out all their frustration straightaway. It becomes difficult for the customer support reps to handle such customers if they are not trained in emotional intelligence. They may take the customers’ comments personally and thereafter the situations are only bound to get worse.
So, the best solution to eradicate this factor is to provide adequate training to all your customer support agents. Not only should they have full knowledge about your business, its products, and services but they should also be emotionally intelligent so as to handle the angry customers in a better way.
Expecting your customers to find out your latest business plans:
Just because you’ve got a bunch of customers who love your brand, doesn’t mean you’ll take them for granted. It’s your duty to treat them well. Waiting for your customers to find you would only turn them into angry customers and give your competitors an upper hand.
So, it’s imperative that you connect with your audience and keep them informed about your latest ideas, upcoming product launches and so on. The best way to do this creates a blog for your business and share what your customers would love to know.
Trust me, customers who love your brand would love to know the entire story about how your brand was built, the process that’s carried out in making your products, behind the scenes stuff and so on!
Your competitors’ products are way better than yours:
This is the biggest of all the factors responsible for your customers being angry. Your customers have certain expectations for your products. If the product fulfills their expectations, your customers are satisfied and if it fails in doing so, it simply disappoints them.
As a matter of fact, customers are pretty up-front with their feelings in these situations. Moreover, customers today, hate feeling incompetent, so, they simply put their woes forward.
There are two situations that may shoot up in case of product issues:
i) Your customers have reasonable expectations but the product fails to fulfill them.
In this case, engaging with the customers can help in figuring out the weak areas in your business.
ii) Your customers have non-reasonable expectations from your products.
In this case, it’s really important to educate your customers about your products and services. You can do this by educating your customer support agents about every aspect of your business. Next, you can utilize your blog to enlighten your customers.
Is your business facing the wrath of angry customers as of now? If yes, you probably know what’s causing all the blunder. It’s time to learn from your infuriated customers!