27 August 2013
How to Deal With Impatient Online Chat Customers
More and more companies are taking advantage of the various benefits that online chat software can offer. Whilst online chat software can help to both save money and increase productivity, issues can still arise from that one constant in the industry: the customers themselves!
However, dealing positively with impatient customers is the mark of a great company, which is why we’ve put together these tips in order to help you combat those awkward situations with ease
Treat any complaints as legitimate concerns
If your company approaches customer issues as being just a ‘complaint’, then you could risk ignoring what can be serious problems. These problems will cost you money along the line. In some cases, of course, they won’t need to be taken seriously, but if a customer highlights something that is obviously cause by a legitimate flaw in your business, then they should be listened to. Your customer service should treat all of these calls as concerns being raised, not complaints being made for the sake of it.
Provide a human voice option where possible
One of the hallmarks of good customer service is making the customer feel like they matter. After all, customers do matter – without them, you don’t have a business. If the customer visits a live chat, and is presented with dismissive replies that sound like they’ve come straight out of a script, then they’re likely to take their business elsewhere (and share their unpleasant experience with all their friends). One of the best ways to avoid this is to give them the option to call you as soon as they’ve voiced their issue. This will show that you’re serious about dealing with the issue yourself, and that you’re not just another robot who doesn’t care about the outcome of the situation.
Wherever possible, empower front-line employees
One of the biggest problems within larger customer service environments is that often, the person actually dealing with the customer is unable to really help – they’re literally there to give the customer someone to rant and rave at. Always give frontline employees the necessary tools to actually improve the customer’s situation, whether it be through changing policies, re-ordering lost products or simply providing refunds.
Don’t pass the buck
Almost everyone has been through the unpleasant experience of calling a customer service line, only to be passed around to six different departments, each one more unwilling to help than the last. Don’t be that company. On some occasions, yes, the customer will need to be patched through to someone else, but ensure that at each stage every single person the customer talks to does their best to help before passing the buck.
Always provide alternative options
Queues are more or less inevitable with customer service, both online and on the phone. It’s important, therefore, to ensure that the customer is always presented with alternative options if they don’t want to wait. If they’re talking through the web, provide them with a phone number to try, and vice versa. Always provide them with an address as well, so that they can make a written complaint if they wish.