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Customer experiencing issue on the service, its been almost a week of not getting the good service, already experience the run around, representative has been rude to her and was about to cancell the service. Asking for Supervisor, how to de-escalate the concern of the customer?
A dissatisfied customer is irrate on the basically on Company's process of unavailability to solve issue fast. In this scenario listen to the customer and make him feel important and his complaint. Make him understand why there is a delay Take ownership and speak to SPOCs who will resolve the query Outcall the Customer. A dissatisfied customer will be a satisfied one.
Most most important is your intention, ask your self do you want to help your customer or are you behind just sales?
that will determine the end result.
once that is clear then listen and do what is best but believe me nothing important than your desire to help
Dear Customer, on behalf of my company and my customer service team, I extend my heartfelt apology for1) the delay of a week in you being provided the service we owe you2) for being given the run around3) for being spoken rudely to.
(this shows the customer that1) you are taking ownership of the issue2) you are genuinely apologetic and empathy about the issues)
The inconvenience caused to you definitely needs to be escalated and I can assure you that corrective action will be taken by our quality team to ensure we keep up to the high standards of service quality that you deserve and we have promised.
(this shows that you are taking customers concerns seriously, and that will speak to your supervisor about it who in turn will escalate it as per company policy)
And from here on, you can note down all the issues and make it a point to keep the customer informed by email or any other means of communication as soon as possible about when she will be receiving the service, coz thats what she actually wants.
If possible it would be beneficial for the goodwill of the company to send her an exclusive discount coupon, etc, on her next order.
(This is what I would expect if I was an irate customer, and this is also what any service providing company's policy would have if they have to be a step above the competition)
First up all don't get densed. Speak with the customer very cool and ask what is his requirements then handle the situation normally with smiling face.
1. Remain calm
2. Don’t take it personally
3. Use your best listening skills.
4. Actively sympathize.
5. Apologize gracefully.
6. Find a solution.
7. Take a few minutes on your own.
