Quality customer service is what separates one company from the next. If you want to be ahead of your competitors, you need to provide the best customer service imaginable. That includes creating a return policy process that takes into consideration the convenience of your customers, including your angry, annoying, and foul-mouthed customers. Yes, they deserve to be treated well.
Putting in place a return merchandise authorization (RMA) application process that’s quick and easy will solve a lot of problems for your employees. Returning products is one of the main contentions that every customer has with a company. While they may forgive you for the substandard quality of the product, what they cannot let pass is if you make it hard for them to return and exchange goods. A difficult return process will put your business in a bad light.
Aside from a convenient return policy, you need to be careful when dealing with irate and angry customers. They’re already riled up enough for having to return or exchange their purchases. The least they expect is rude employees.
You’re not perfect. You get annoyed, too, when customers arrive in the store irate and angry. When they’re shouting, you want to shout back. Of course, you want to fight back. That’s in your nature. But stop yourself from doing so. There is nothing to be gained by responding in the same aggressive manner. You will only worsen the situation. Speak calmly. Find out what the concerns are and try to solve them the best way you can.
Don’t Take It Personally
The customers are angry about the products. They’re not angry at you. There is nothing personal about this. Even if they attack you with words, it’s their way of venting out their frustrations—though that’s not an excuse. Learn to separate your personal feelings from the job that you have to do.
When a customer arrives angry and disappointed at your products, don’t feel the need to explain or make excuses. Listen first. Many of these customers will calm down after initially venting out their frustrations. Listening can defuse a situation. When the customers feel spent after shouting and screaming, they will calm down, and it will be easier for you to deal with them. So let them rant all they want.
Sympathize and Apologize
Customers want to know that you understand where they are coming from. Show your sympathy by saying that you understand that it’s frustrating and disappointing for them to deal with these issues. You need to apologize for the inconvenience that they are experiencing, too. If you want them to return to your business as a customer, you need to show them how sorry you are for the bad experience.
Solve the Problem
Ask your customers what they want to happen. Sometimes, the only way to solve the problem is to give in to what the customers want. Of course, if it’s truly unreasonable, you can reason out and find a fairer solution. But in many cases, businesses need to absorb these returns as “losses.” In return, you’ll probably gain the loyalty of these customers.
Finally, after solving a particularly difficult customer problem, take a few minutes to breathe and relax. You need a time-out after such a stressful situation. Take a short walk outside. Find someone to talk to about your experience dealing with a difficult customer. Anything that will relax you, do it.