Empathize & Learn- Ways to Resolve Customer Issues Online

Never underestimate the power of an angry customer. In today’s world, where social media has made expression so easy, bad mouthing and reviews on numerous forums and social websites can completely destroy your reputation. And, an angry customer would not hesitate to curse you on public forums. So, you must be very careful while dealing with your customers these days. This means, that your customer services should be top notch and your CSRs should be competent enough to resolve customers’ issues effectively. In an online medium, the pressure of providing good customer services increases as the customers of today are more tech-savvy and demand immediate attention. Here are ways by which you can solve your customers’ issues online:

Be Patient and Listen Carefully

Patience and good listening skills are the two most important attributes of a good customer service representative. When a complaining and angry customer approaches you through live chat support, your first duty as a CSR is to quietly listen. Even if the customer is speaking gibberish and rambling, you should let him/her finish. Do not barge in with your opinions and never interrupt the flow of the customer. Let the customer vent out and finish his side of the story. And no matter how absurd the accusations of the customer are, never lose your patience.

Try To Understand the Problem

Just hearing your customer out is not enough. You have to actually concentrate on the issue and try to understand it because, you will never be able to resolve the customer’s issue if you do not understand it in the first place. So, gather up all your attention and focus on what the customer is saying.

Do Not Take the Criticism Personally

When angry customers throw accusations at you, the only way you can maintain your patience is to keep your emotions at bay. Do not take these accusations to the heart and do not consider them as a personal attack. In order to provide good customer services, you would have to learn to bear all the criticism without taking it personal.

Step into the Customer’s Shoes

The most effective way of solving customer issues is empathy. To provide customer satisfaction through excellent services, it is important that you step into the shoes of the customers. Only then will you be able to completely understand the customers’ point of view and resolve their issues better.

Be Helpful, Kind and Do Your Best to Solve the Issue

While conversing with the customer, maintain a very cordial and kind attitude, and never for once, appear as rude and cold. But, most importantly give your 100% input and try to solve the customer’s issue in the best possible way. Use all the resources at hand to figure out a solution for the customer’s problem. When you help the customers cordially and effectively, only then will you be able to provide maximum customer satisfaction.