#OCCTips #customerexperience #customerservice
Delivering bad news is one of the least fun aspects of working as a call center agent. Here’s how you can break the bad news to your customers without causing further stress and disappointment.
- Acknowledge their frustrations.
The first thing you have to do is own your part of the mistake and allow the clients to convey their frustrations.
Agents have to acknowledge the customer’s frustrations and make their feelings validated. This will pave the way to make the customer open to possible solutions or acceptance of the situation.
- Be the first to break the news, if possible.
Being early, being upfront, and being authentic will also go a long way to mitigate additional issues that may arise from the situation. So, when you can, it helps when customers get to hear details from you, rather than from an external source.
- Demonstrate empathy and show you’ve been listening.
The customer has to feel like they’re being listened to.
Agents should imagine themselves in the customer’s situation so they can handle the situation better by being real and authentic. Simple sentences such as “I get why you’re feeling this way” or “I understand your disappointment” can go a long way in de-escalating tension in difficult situations.
- Stick to the facts while being considerate.
Without beating around the bush or leaving out important facts, go straight to your point in a simple and considerate manner. Give your customers enough room to ask questions and make clarifications. While it’s not bad to give reassurances, do try to be as succinct and honest as possible.
- Offer a genuine apology and possible solutions
Most customers would be ready and willing to work out an issue with you if you can demonstrate genuine empathy and responsibility. This means saying sorry when you’re at fault and letting them know what you’re doing or going to do to fix the situation.
