5 Things NOT to Do With Upset Customers
Below is a MRR and PLR article in category Business -> subcategory Customer Service.
5 Things to Avoid with Upset Customers
Summary
Discover effective strategies to handle upset customers by learning what to avoid.Article
Several months ago, I experienced a small kitchen fire at home. Thankfully, it was quickly managed, but we had to stay in a hotel for a few days. During this time, we couldn't use our oven, requiring us to eat out for every meal.
The day the fire occurred, two insurance company representatives assured me to keep meal receipts for reimbursement, covering meals and sales tax. Once my home was restored, I confirmed with my adjuster before sending the receipts, only to be told the reimbursement was just 50%. While I understood the partial coverage, I distinctly remembered being promised full coverage.
My adjuster responded sarcastically and defensively, insisting, "No one would have told you we cover 100% of meals. Our policy is to cover 50% because you would have been dining regardless."
Frustrated, I shifted focus from the policy to principle. I gathered evidence, presented my case to the corporate office calmly, and ultimately secured full reimbursement.
The Lesson:
If the adjuster had initially responded with empathy and clarity, a simple explanation and apology could have resolved the issue. Instead, the company paid $200 more and spent unnecessary time on my case.
Such scenarios play out frequently in the service sector due to poor communication with upset customers. Here's how the adjuster could have handled the situation: "Our policy covers 50% of your meals plus sales tax. We're minimizing your inconvenience by covering expenses beyond your usual costs. Does this make sense? I apologize for any confusion."
This approach may have led me to accept the 50% policy. The adjuster's attitude, however, made me determined to seek full reimbursement. Mishandling upset customers often results in higher costs and dissatisfaction. Here are five things to avoid:
1. Don't Tell a Customer They Are Wrong
Accusing customers of being wrong creates opposition and can escalate conflicts. It’s best to keep conversations open and constructive.2. Don't Argue with a Customer
Winning an argument with a customer is futile. Even if you're right, proving your point rarely changes their mind.3. Avoid Using an Authoritative Tone
When speaking to upset customers, an authoritative tone can make them defensive. Approach the conversation with understanding and patience.4. Don't Say, "We Would Never Do That"
Rather than dismissing a customer's experience, invite them to explain: "Tell me about that."5. Don't Hesitate to Apologize
Offer an apology even when the customer may be at fault. An apology isn't an admission of guilt but can show understanding and empathy, like saying, "I'm sorry for any inconvenience caused."Remember, in difficult situations, the issue is often less important than how it’s handled. Effective communication can transform customer relationships and reduce unnecessary costs.
You can find the original non-AI version of this article here: 5 Things NOT to Do With Upset Customers.
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