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An irate customer is someone who is frustrated over an experience, an employee, or the brand
An escalated call is when a customer requests someone of a higher position to resolve their issue
BACKGROUND:
Customers or Buyers who are dissatisfied with the service of Smart Financial may file a legal complaint. This could negatively impact Smart Financials' reputation and overall business.
As the frontline representatives of Smart Financial, we take the quality of our service seriously. Our commitment to our business partners in Smart Financial is that we will deliver world-class quality customer service and that we will represent their brand to the best of our abilities.
HOW TO HANDLE
1. Have the Right Mindset
Take your customer's anger seriously, but not personally - Give your customer the benefit of the doubt, it's possible you misunderstood what they're saying.
Be curious, not judgmental - Have the curiosity to understand why your customer is saying the words he's saying or is feeling the way he is feeling. Being curious allows you to wonder so give yourself a breather, that way you can remain rational and not have your emotions take over.
2. Actively Listen
Here are some tips you can do when facing an irate customer or an escalated call:
Don't be distracted
Keep your cool
Listen to understand
Avoid judgment
Clarify if you aren't sure
Understand where they're coming from
3. Recognize the situation/emotion
People become emotional when they feel misunderstood. You can make your customer feel heard and understood by acknowledging and validating their emotions.
Listening to the customer's verbiage and identifying their state of mind or emotion
AND THEN addressing the situation or emotion
4. Address the Need
Acknowledging your customer's situation or emotion is just the first step, you'll have to address their needs which is the very reason they got upset in the first place.
✔️Try to find out why the customer is looking for a supervisor (or would like to speak to a specific person)
See if you can turn things around and resolve it.
✔️ If they insist and are irate, assess if they want to be placed on DNC and give them reassurance that they won't be called again.
Use the DNC spiel.
✔️If they still insist, tell them that you'll forward their number to your Supervisor and that they will be called back within the day. SAY: “I apologize, I’m not able to transfer the call. Our procedure is to take note of the number and to make sure you get a callback within the day.”
✔️Send the details of the call to your Coach or PA, if applicable. Coach/PA will then send the details to the client.
ADDITIONAL INSTRUCTIONS
Report it to your supervisor if the customer requests for the following:
Delete their personal information on our system
Customer threatens to contact the BBB (Better Business Bureau) or FTC (Federal Trade Commission)
They are considering to take legal action
Customer says they will contact the law enforcement
Customer says they will contact the media
A report or complaint has been (or will be) filed against Smart Financial
Anything that will be impossible for you to address
Note: Do not hesitate to flag your leaders when you are uncertain on how you should handle the customer's situation.
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