Technical Support’s Post

🌟 Maintaining Your Composure ("steez" ) with an Angry Customer 🌟 Some of us may have come across the word "steeze" flying around some social media platforms, and do you think it is a word that we relate to customer service? In the world of customer service, one of the most challenging situations we face is dealing with angry customers. It's not just about resolving their issues; it's about maintaining your composure and professionalism under pressure. These customers can keep you on your toes for a while and it may take some time to bring yourself back from such an experience. Today, I would like to share some key strategies to keep your "steez" and turn a potentially negative interaction into a positive experience: Stay Calm and Composed 😌 Take a deep breath and approach the situation with a calm demeanor. Your composure can help de-escalate the customer's frustration. Listen Actively 👂 Allow the customer to express their concerns without unnecessary interruption or rushing the customer. Remember to use filler words like, I am with you, as this shows the customer that they are not just ranting. Display empathy and understanding by acknowledging their feelings and frustrations. Apologize Sincerely 🙏 A genuine apology can go a long way. Even if the issue wasn't your fault, acknowledging the inconvenience caused demonstrates that you care. Offer Solutions 🛠️ Focus on finding a resolution that satisfies the customer. Be proactive in offering solutions and alternatives that address their concerns. I mean the customer has contacted you for a solution and not to add more to the challenge on ground. Maintain Professionalism 💼 Keep your tone respectful and avoid becoming defensive. Professionalism sets the stage for a more constructive dialogue. Even when the customer is shouting, try to remain calm and speak softly. Follow Up 📞 After resolving the issue, follow up to ensure the customer is satisfied with the outcome. This extra step shows that you value their business and are committed to their satisfaction. One of my mantras has always been what is a product without a customer and vice versa. Remember, every interaction is an opportunity to build trust and loyalty. By maintaining your steez, you not only resolve the issue at hand but also leave a lasting positive impression on the customer. How do you handle difficult customer interactions? Share your tips below! ⬇️ #CustomerService #CustomerExperience #Professionalism #Empathy #CustomerSupport #ConflictResolution

Um, WOW? Have you ever experienced the WOW factor? Unfortunately, we’ve all had to experience a phone call, when you’ve reached out to customer service for one reason or another, and maybe we didn’t have the most pleasant experience. I know I’ve had that happen to me, and even recently! What happens though when we have an experience like that? Well in some cases especially if the service was that horrible, we probably won’t be calling that company back to do business with them. What happens when you call a company, and you are just WOWED? By the service you received! Not only will you more than like continue to do business with them, but then you’re more than likely to refer that company to other people. That’s where that “WOW” factor in customer service comes in, but what is it? Here are some tips: if you are in customer service, how to WOW that caller to keep them coming back! 1. Addressing someone’s needs thoughtfully. Like practicing a random act of kindness. Yes, this can be done even on the telephone, here is an example if someone is calling with a problem, saying something like, “I’m sorry, that you’re experiencing that, let’s see what I can do to help” can put that person’s mind at ease, and that’s worth a wow! 2. Showing authentic interest in that person. One way to do that over the phone is by using that person’s name. When we use someone’s name, especially over the phone, you are showing that we listened to them and that we are trying to make that human-to-human connection. The wow factor in customer service is all about making that customer say “Wow, they were great, I will call them again!” but failure to give a great customer service experience can not only have them not be returning customers, but they could also spread that around about your company as well. Do you have any examples of receiving the WOW factor when calling someplace? I would love to hear about them! Tell me in the comments below! 

MY ENCOUNTER WITH AN ANGRY CUSTOMER Me: Good morning, ma. My name is Bukola, and I'm calling from... Customer: (Interrupts) I don't know what's wrong with you people. I've called several times about the same issue using my husband's line. It seems like you don't know what you're doing. I'll change my network. This is ridiculous! Look at how it's affecting my business. Me: I sincerely apologise for the inconvenience, ma. I'm calling to inform you that... Customer: (Interrupts angrily) What did you say your name was again? Tell whoever's in charge they've lost a customer! I don't want to hear anything. How can I not make calls for over 3 hours? Just shut down your company if you don't know what you're doing! Me: I understand your frustration, ma. Please feel free to express your concerns. Customer: (Expresses frustrations) ...Hello? Are you there? Me: Yes, ma'am. I'm here. Once again, I apologise for the inconvenience. The issue on your line has been resolved. You can now receive calls, and that's why I'm able to talk to you on your line. Customer: Oh, that's true! You're calling my number. So, other people can call me now? Me: Yes, ma'am. Your line can now receive calls. Customer: Thank you so much, Bukola. Everyone I called earlier kept saying it would be resolved, but nothing happened. Me: I apologise for the delay, ma'am. Each report contributed to our swift resolution. Customer: I see. Thank you very much, Bukola. Me: Thank you for choosing XYZ, Mrs. ABC. Have an amazing day ahead, ma'am. Customer: Thank you, my dear. Working in customer service exposes you to various customer types. I find satisfaction in resolving their concerns promptly. Every interaction is a learning experience. As for favourite customers, I appreciate those who communicate their issues clearly, allowing for efficient resolution. The best part of customer service, for me, is turning a dissatisfied customer into a satisfied one through effective problem-solving and empathy. What's yours?

Hello everyone, Let me take some time to share an experience I had recently while handling an infuriated customer, and reflect on what I did and what I realized. A customer had initially reached out to me via email seeking clarification on a product, to which I promptly responded with a detailed explanation and attached documents. Despite my clear instructions to contact me via email for further assistance, the customer chose to reach out to the manager instead When the manager asked me to attend to the customer's call, I felt frustrated and angry that the customer had disregarded my instructions. However, I reminded myself of the importance of maintaining professionalism and focusing on assisting. Despite my frustration, I remained composed and focused on assisting the customer to the best of my ability. I recognized that the customer's actions might have been due to misunderstanding or urgency, and it was crucial to address their needs regardless of my feelings. I calmly explained to the customer the information I had previously provided via email, ensuring that they received the assistance they required. I avoided expressing my frustration to the customer and instead prioritized resolving their query efficiently. This experience made me realize the importance of managing my emotions in customer interactions. While it's natural to feel frustrated when instructions are not followed, it's essential to maintain professionalism and focus on providing excellent service. What I Realized: Reflecting on this experience, I acknowledge that my initial reaction of frustration was not productive. I could have communicated with the manager to clarify the preferred method of communication for future inquiries to the customer but instead of dwelling on the customer's actions, I realized that recognizing and accommodating different communication preferences is crucial for providing excellent customer service. Some customers may indeed prefer verbal communication over written instructions, as it allows for immediate clarification and discussion. By asking customers about their preferred mode of interaction, whether it's via email, phone call, or in person, you demonstrate a commitment to meeting their needs and providing personalized assistance. This approach not only enhances the customer experience but also fosters stronger relationships and improves overall satisfaction. Implementing this practice will undoubtedly contribute to delivering exceptional service and ensuring that customers feel valued and supported. Overall, this experience served as a valuable reminder of the importance of professionalism and maintaining composure in customer interactions. Thank you for reflecting on this with me. Please leave a comment below on how you have handled angry customers and what works for you every time.

*The Importance of Empathy in Customer Support* Let me share a brief incident to address this point, which clearly demonstrates the significance of customer support and the customer experience... Recently, we had a customer who reported internet connectivity issues. Upon investigation, it was clear that the problem wasn't with our network but on the customer's end, due to a power issue. Now, here's where things could have gone wrong - if our support team had simply said, "Our network is fine, the issue is on your end," without offering help, we would have risked losing that customer to a competitor who might take the opportunity to provide better support. Instead, we took the time to listen, explain the situation, and offered guidance on how they could resolve the issue on their side. This extra effort not only solved their problem but strengthened our relationship with them. The lesson? Support isn't just about solving issues - it's about listening, educating, and going the extra mile to win customer loyalty. Rakesh Jaiswal Try & fail but don't fail to Try...

🚫 Common Mistakes Customer Service Representatives Make (and How to Avoid Them)🚫 In the realm of customer service, even the smallest misstep can lead to dissatisfaction. Here are a few common mistakes to watch out for: ✅Lack of Active Listening A customer calls in to complain about a billing error. Instead of listening carefully, the representative jumps straight into troubleshooting without fully understanding the issue. Result? Frustration and a longer resolution time. 👍Solution:Practice active listening. Paraphrase and confirm the customer's concerns before taking action. ✅Not Personalizing the Interaction A long-time customer contacts support for an issue, but the representative treats them like a new client with generic responses. The lack of personalized attention makes the customer feel undervalued. 👍Solution:Use the customer's name and reference their history with your company to create a more personalized experience. ✅Failing to Follow Up After promising to resolve an issue within 24 hours, the representative doesn’t check in with the customer to confirm the issue has been resolved. The customer is left in the dark. 👍Solution:Set reminders to follow up and ensure the customer is satisfied with the resolution. ✅Overpromising and Under-delivering A representative promises a refund in three days, but it takes two weeks to process. The delay causes more frustration and erodes trust. 👍Solution:Provide realistic timelines and always underpromise and overdeliver whenever possible. ✅Neglecting Empathy A customer is upset about a product defect, but the representative responds with a rigid, policy-driven approach without acknowledging the customer’s frustration. This lack of empathy exacerbates the situation. 👍Solution:Show empathy and understanding. Acknowledge the customer’s feelings and offer solutions with genuine concern. By being mindful of these pitfalls and focusing on empathetic, personalized, and effective service, we can elevate our customer interactions and build lasting positive relationships. #CustomerService #ClientRelations #CustomerExperience #ProfessionalGrowth

Forgive me if I'm wrong, smiles has a way of healing. How many times have you heard that a smile has the power to light up the room? When you're in customer success, you smile more often. 📍A great customer service begins with a smile. Smiling isn't just about being polite—it's about genuinely caring for the people you serve and creating a welcoming atmosphere where they feel valued. While we can’t control every interaction we have on a day-to-day basis, we can control our attitude towards that interaction. A smile sets that attitude. Even in the most difficult service situations, a smile triumphs, because you appear more approachable and trustworthy. Customers want to do business in a warm, friendly atmosphere. Customers always feel the warmth and openess of your smile even through the phone and email communications. Smiling is contagious, so when we see someone else smiling, it's hard not to mirror their expression. That means you might spot someone else's smile and unconsciously smile yourself. 🎯Reminders 🩷🩷Smiling is the cheapest skill to master to make customers feel welcome. 🩷🩷A smile helps trick your brain into a better mood which, in turn, helps you provide better customer service. 🩷🩷Smiling has been known to disarm upset customers. 🩷🩷A smile is inviting and automatically makes customers feel better taken care of. The world will seem brighter and more manageable. And all because you took the time to smile. PS- I smile very often that people ask me if I ever get angry😊😀😀 _____________________ I'm Precious, your happy Customer Success. Just to be sure your customers are happy. 🩷💜Connect and engage with me 🎯Dont forget to ring my🔔 so as not to miss a post. #CustomerSuccess #BuildingRelationships #SuccessWithASmile

AN IRATE CUSTOMER TURNED A LOYAL CUSTOMER.(See what I did)👇👇 Transforming an irate customer into a loyal one can be achieved by prioritizing empathy, proactive solutions, and a genuine desire to make things right. Here's a step-by-step approach I used: 📌 Acknowledge and apologize for their frustration: I let them know I understand their anger and take full responsibility for the situation. 📌 Actively listen to their concerns: I don't interrupt or dismiss their feelings. I also validate their experience and show them I am intrested in finding a resolution. 📌Offer a sincere apology: I take ownership of the mistake and express regret for the inconvenience it caused. 📌 Present solutions, not excuses:. I focuse on rectifying the situation with a solution that benefits the customer. 📌 Go the extra mile: I exceed their expectations by offering additional incentives or expressing appreciation for their understanding. 📌 Follow up to ensure satisfaction: I check in with the customer after resolving the issue to ensure they're happy with the outcome. So by following these steps, you can turn a negative experience into a positive one, potentially transforming an irate customer into a loyal one. Need a customer support specialist? I am just a DM away! #customersupportspecalist #customerexperience #customeronboarding

Day 4: The Power of Empathy in Customer Support Empathy is a key skill in customer support that often gets overlooked. It's not just about resolving issues—it's about making customers feel heard and understood. 💡 Tip of the Day: When dealing with a frustrated customer, start by acknowledging their feelings. A simple, "I understand how this situation could be frustrating for you," can go a long way in diffusing tension and building trust. 🔧 Skill Highlight: Active listening—truly hearing what the customer is saying—allows you to offer solutions that meet their needs effectively. It's not just about solving the problem; it's about showing that you care. How do you incorporate empathy into your customer support approach? Share your thoughts below!

From Conflict to Collaboration: Driving Customer Success! When a customer complaint escalates into a conflict, it's essential to remain calm, empathetic, and focused on resolving the issue amicably. Here's a step-by-step approach to handle such situations: Stay Calm: Maintain composure and avoid reacting emotionally. Take a deep breath to center yourself before responding. Listen Actively: Let the customer express their concerns fully without interruption. Demonstrate empathy by acknowledging their feelings and validating their experience. Acknowledge the Issue: Show understanding and empathy by acknowledging the customer's complaint. Apologize sincerely for any inconvenience or frustration caused. Clarify the Problem: Ask clarifying questions to ensure you understand the root cause of the issue. Paraphrase the customer's concerns to demonstrate active listening and ensure alignment. Offer Solutions: Propose solutions or alternatives to address the customer's complaint. Be flexible and open-minded in finding a resolution that satisfies the customer while aligning with company policies. Empower the Customer: Provide the customer with options and empower them to choose the solution that best meets their needs. Offer assistance and support in implementing the chosen resolution. Manage Expectations: Set realistic expectations regarding the resolution timeline and keep the customer informed of any updates or progress. Seek Assistance if Needed: If the conflict escalates or if you're unable to resolve the issue satisfactorily, involve a supervisor or higher authority. They can provide additional support and assistance in finding a resolution. Follow Up: After resolving the conflict, follow up with the customer to ensure their satisfaction and address any lingering concerns. Express appreciation for their patience and cooperation throughout the process. Learn and Improve: Take the opportunity to learn from the experience and identify any areas for improvement in customer service processes or communication strategies. Use feedback from the interaction to enhance future interactions and prevent similar conflicts. By following these steps and maintaining a customer-centric approach, you can effectively manage conflicts that arise from customer complaints and work towards achieving a positive resolution that preserves the customer relationship. What's your go-to strategy for turning customer complaints into positive resolutions? Share your insights in the comments below! #ConflictResolution #CustomerExperience #CustomerSatisfaction #CustomerSuccess #ProfessionalDevelopment