They say the customer is always right, but when you’ve got a grumpy guest on the phone, even the most patient among us can become frustrated.
Unfortunately, though, unhappy customers are inevitable; even as you provide the best service possible, you’re bound to run into one sooner or later. While it might be impossible to please everyone all the time, successful business owners recognize the opportunities that lie within when interacting with upset customers.
Whether their mood was caused by your product, the service they received, or simply a bad day, you’ve got a chance to make things right and potentially save your business relationship with them. Given how bad reviews now reverberate across the internet, it’s important to tread lightly and arm yourself with as many tools as possible when dealing with unhappy folks.
So how do you go about turning a potentially catastrophic interaction with a customer into one that leaves everyone satisfied?
Go Live
If you’re still relying on robots to do your phone call heavy lifting, you’ve got some big choices to make. The Golden Rule is something we’re taught as kids and treating others the way we would like to be treated holds up even in the business world. In order to provide a great customer experience, you’ve got to treat your guests as you would hope another company might treat you. Nobody likes speaking to a machine when they call in for help, so embrace the possibility for human connection.
Just talking with a real, live human being can be enough to calm down an unhappy customer. While their wrath might not be completely erased by the person on the other end of the line, they’re likely to feel heard, appreciated, and valued. Live customer service agents also allow you to make things right more quickly. The opportunity to vent to a sympathetic ear cannot be undervalued!
Stay Versatile
Connecting with a live customer service agent is a great start, but if they’re powerless to make real change, frustrated customers may become even more annoyed. Ensure that your receptionists can help customers with a variety of different tasks without having to transfer to a different department. A virtual receptionist service, like the one offered by MAP Communications, can help book appointments, answer questions, and take orders all in one phone call. Fewer transfers means there is less of a chance for something to go wrong.
Availability goes hand in hand with that versatility. Consider making your customer service line available 24 hours a day, seven days a week to ensure the greatest satisfaction possible. That consistency in service will mean a lot to customers regardless of their reasons for calling.
Increase Efficiency
When you’ve got a grievance to air, the last thing you want to do is sit on hold for hours. With a virtual receptionist, you’ll cut down on wait times and get to your callers more quickly. That makes everyone happy. Plus, instead of tying up your full-time employees with answering simple questions and consoling upset customers, you can outsource this chore to a virtual receptionist who is highly trained to perform such duties.
Keep Track
For many new businesses, organizing customer information into a database can be a nightmare, especially when growth is exploding. The last thing you want when dealing with an irate customer, however, is to come up short when trying to track down their order or account history. A virtual receptionist can help keep records of calls they receive and maintain notes that other employees might want to reference in the future. This ensures everyone is on the same page and presents a united, polished front to your customers.
MAP Communications even offers the kind of state-of-the-art online tools and reporting needed to measure the work we’re doing for your team. The proof is in the pudding, and you’ll quickly be able to see the value MAP virtual receptionists bring to the table.
The MAP Communications Difference
There are plenty of call centers out there, but few are as trusted in the business community as MAP Communications. Based in the United States and available 24 hours a day, seven days a week, MAP can make sure your calls never go unanswered. Not every customer service call center has the knowledge or empathy to deal with unhappy customers, but our team of virtual receptionists prides themselves on their ability to practice empathy and understanding, even under pressure.
If you’re ready to give MAP a try, fill out this form to begin your free, seven-day trial period. There is no obligation and no pressure to sign up. Create satisfied customers and free up time for your staff by partnering with MAP today.
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