There are some phrases employees use that inspire red hot rage in customers. Customers have heard them so often before, that to hear them again, will reignite that same anger from previous negative customer service encounters.
This can be destructive as more often than not, emotions will override rationality. The issue your customer contacted you about in the first place will be left unresolved, or become even worse and therefore lead to further complaints!
According to Psychology Today, we complain more today than ever before, yet few of our complaints get us the results we want. In life we have so many dissatisfactions and frustrations. Whilst complaining about one incident won’t affect our mental health, the accumulation of frustration and helplessness over time can impact our mood, our self esteem, and even our general mental health.
From an employee perspective, you should try to deal with customer complaints in a friendly and efficient manner. This may seem obvious. So, to explain it better, we’re going to pick out some customer pet hates and phrases you should not say…
The customer hears: “We have your money so now we don’t care whether you are happy or not – if the product even works.”
There’s always something you can do. Whether it’s to clarify something your customer doesn’t understand, go through a list of possible causes for their issue or resolutions for it.
The customer hears: “I can’t be bothered doing my job. Go and bother someone else.”
Directing a customer towards an alternative means of service or feedback is a definite no-go. Once the customer has reached you, deal with their issue. Directing them elsewhere comes across as an excuse because you just don’t want to help.
The customer hears: “I’m not listening to a word you say. I care so little about you I will just continue to repeat the script I find most useful in avoiding the issue.”
A policy is a guiding principle. Its intended use is to address a matter in which there may be a lack of clarity. It’s not there as an excuse for poor customer service.
By responding to customers in a professional manner and actually listening will help to diffuse a situation. It will also prevent the encounter from escalating into a full-blown confrontation. Psychology Today also claims that complaining effectively and solving problems can be incredibly empowering and positively affect our mood, for both customers and employees.
If you find yourself helplessly complaining a lot, or overwhelmed with complaints and it’s impacting your mood, then please don’t hesitate to contact us at Birmingham Counselling Services at 0121 314 9903 or via the Contact page to see how we can help you.
Source used: https://www.psychologytoday.com/blog/the-squeaky-wheel/201201/does-complaining-damage-our-mental-health (Accessed: 19/07/2016)