It’s Friday – let’s all cool out together. We’re not talking about relaxing though – looks like there was about a 15% spike in overall chats from last week to this week, meaning holiday shopping season is in full swing!
To build on yesterday’s theme, today we want to remind you to be human and that when you’re chatting you are talking to other nice people such as yourself. In the rush of holiday shopping, don’t forget to take a deep breath and be polite.
Today’s Theme: Don’t Lose Your Cool
This one is pretty simple: don’t ever lose your cool. Talking to customers only works when you make them feel loved and appreciated. They might have a particularly challenging request to work through, but remember that once that chat box opens, you’re in this together, working as a team. Treat your customer with the respect they deserve. Help them like you would help your favorite granny!
If you get a customer who is already angry, find a zen place and remain calm. The customer is angry with the situation, not you. You’re just a conduit for them to express their frustration with the situation. Here’s how you get through it.
Empathize first. Most of the time, when customers are expressing anger, all they really want is for you to demonstrate that you empathize with the unfairness or the unpleasantness of the situation for them. Once the customers feels like you understand them, they won’t feel the need to keep escalating the situation to get your attention. Then you can shift the focus to solving the problem.
Apologize gracefully if you can, but immediately transition to being constructive. The key is to always demonstrate there are options to move forward to a resolution. People get angry because they feel they are stuck and need your attention to get things moving forward again. Even saying something as simple as, “I’m sorry that your order hasn’t arrived. Let me check into what’s happened,” will get things back on track.
Finally, if you’re stuck and cannot resolve the situation there and then, there is always the promise that you will look into it and get back to them later. However, always give them a time frame of when you’ll get back to them, and make sure you’ll follow up.
Last – you might even get some trolls who come snooping around your site. As much fun as it might seem, getting angry with those who don’t want help will do you no good in the long term. If it gets too bad, just !block them or !push them to another site.
Keep Calm and Carry On…The Conversation. Tweet at @Olark with the hashtag #12DaysofChatmas to share your tips for staying cool in tense chats with your customers and you could win a $20 gift card. Namaste.
What was the angriest customer you turned into a happy customer? How did you do it?