“Your most unhappy customers are your greatest source of learning.†-Bill Gates
No one likes being yelled at or handling an unhappy customer, they should. Part of customer service is being able to admit you have made a mistake (or the the company has made a mistake), it’s also being able to discuss issues with a customer in a calm manner. When I first started working in customer service, I went along with the other customer service reps and would just stay quiet, and roll my eyes at upset customers. This behavior by CSR’s is almost more unproductive than yelling/arguing back with a customer though.
What should you do?
Listen. What are your customers truly upset about? I’ve said it before and I’ll say it again—actively listen—find out why they’re upset and if it’s a legitimate reason. You need to get to the root of the issue to solve it effectively.
Learn from your unhappy customers. Don’t do what I did in the beginning, and roll your eyes at upset customers—that doesn’t solve a thing. Listen to find out what’s wrong, what will resolve the issue fastest and if there’s anything your company can do so this won’t happen again. Sure, this may take some extra effort the first time around, but it will save you time and hassle in the long run (especially if your company is doing something wrong, or in an unproductive way.
What do you think? Are your most unhappy customers your greatest source of learning?