Positively Handling Negative Customers

May 10, 2016

5 Powerful Tips to Help a Frustrated Customer

Everyone experiences technology issues. Sometimes these can be very frustrating. When a customer reaches out for IT support, a good Service Desk anticipates their pain and is ready to help.

Unfortunately, we aren’t able to go back in time and change a sequence of events to avoid a frustrated customer. What you can do, is learn how to respond.

Here are 5 tips to handle an unhappy customer:

1. Be calm, patient and actively listen to the customer.
2. Validate their frustration and restate their problem for clarification.
3. Personalize your response so they don’t feel like another number and use a positive, polite tone when speaking.
4. Be empathetic and when it’s your fault, apologize!
5. Follow-up to make sure everything is working as expected for the customer.

When a customer is frustrated, of course they seek a quick resolution, but they also need empathy. Dealing with frustrated customers can be one of the most challenging aspects of a job. A good Service Desk will work hard to help resolve the customers issue and WOW them with an exceptional service experience.

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