Monday, August 21, 2017

How to Deal with Angry Customers (According to Science)

From ImpactBnd:

As the outward face of the company, a customer service representative (CSR) is one of the most important players on your sales team.

If those on the frontlines have poor judgment when it comes to working with the people that perform end-purchasing, even the most stellar business plan or innovative product can be undone.

Anyone who works with customers knows a single negative interaction with a client can overshadow the effects of even dozens of positive ones.

It’s the same on the receiving end. If you consider customer service experiences, chances are you recall the time a meal took forever, when it came out it was wrong, and the manager refused to apologize and spilled sauce on you, rather than the scores of times your dinner went without a hitch.

Why? Because great customer service is seamless and meant to look easy.

However, like a bad magic act, when the tricks fall flat, audiences start to walk out in droves, and the consequences of poor service do not end with just one disappointed client.

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