CUSTOMER SERVICE SUPERHERO #3 – THE PACIFIER

Got an angry customer? Throw on your superhero cape and – kapow! – you’ve become The Pacifier, ready to smooth things over…

𝙂𝙀𝙏 𝙋𝙀𝙍𝙎𝙊𝙉𝘼𝙇
Right from the start you want the customer to feel you’re on their side. Personalise the conversation by introducing yourself and ask for their name (though don’t overuse it as that can sound fake). Using a personal touch helps to engage the customer and reassure them you’re going to help.

𝙎𝙏𝘼𝙔 𝘾𝘼𝙇𝙈
Remember they’re mad at the situation not at you. Don’t get sucked into an argument –acknowledge their anger, show empathy then focus on sorting out the problem.

𝘿𝙊𝙉’𝙏 𝙄𝙉𝙏𝙀𝙍𝙍𝙐𝙋𝙏
You know how sometimes you just need to have a rant? That’s often the same for customers. When someone obviously needs to get something off their chest, don’t interrupt them mid-flow. Listen to what they’re saying and let them get it all out first before you start asking questions.

𝙒𝘼𝙏𝘾𝙃 𝙔𝙊𝙐𝙍 𝙇𝘼𝙉𝙂𝙐𝘼𝙂𝙀
Customers don’t want to hear things like ‘I can’t’… ‘I’m not able to’…’It’s not possible’… ‘I don’t know.’ Every time you use a negative phrase their frustration and anger is going to increase – and you’re going to lose a little bit more of their trust. Use can-do, positive language that gives them confidence you’re going to fix things.

𝙎𝙈𝙄𝙇𝙀
Research from the University of Portsmouth found that you can ‘hear’ a smile. There’s more than one kind, too. When you’re on the phone try the Duchenne smile – a sincere smile that draws your lips back, raises your cheeks and crinkles up the eye area (eye cream optional!).

𝙐𝙎𝙀 𝙀𝙈𝙋𝘼𝙏𝙃𝙔
You don’t want to make a customer feel like they’re being unreasonable or making a fuss over nothing. Show empathy with phrases like ‘I understand…’, ‘I know…’ and ‘I appreciate…’

𝙏𝙀𝙇𝙇 𝘼 𝙅𝙊𝙆𝙀
Well, maybe not a joke – but humour can play a part in customer service. Make customers laugh and you’ll diffuse a potentially tense situation and help them feel less stressed. It’ll also make their communication with you memorable for all the right reasons. Use humour sparingly, though, and keep it relevant to the conversation.

𝙀𝙉𝘿 𝙊𝙉 𝘼 𝙃𝙄𝙂𝙃
It’s a win-win situation when the customer is 100% satisfied at the end of the conversation. They get their issue solved and you get that warm fuzzy feeling knowing you’ve been able to help. Before you go check they’re happy with the outcome and ask if there’s anything else you can help with. You can now bask in the glory of a being a customer service superhero!

* Superhero cape at the dry cleaners? Let me take over as your super-powered pacifier. Drop me a line at info@virtuellesolutions.com

copy-writing: @helen gent copywriter (Trumpet media)
visuals: @céline naricadou (Agency VA)