Lean on Your Customer Service Skills When Faced with Upset Customers

How You Approach a Problem Says a Lot

I believe the way you handle a problem brought to you by a customer is crucial, particularly in demonstrating empathy through your customer service skills. Recently, there was a scheduling issue at my veterinarian’s office. We brought our dog in for an appointment we had been confirmed for, but they had no record of it. The receptionist explained that they were experiencing problems with their website. However, she assured us that they would take care of the situation, apologized for the glitch, and promised to make things right. I think that if you’re honest with customers when issues arise and take ownership of the problem—regardless of whether it was your error—it makes a significant difference. You may not have caused the problem for your customer, but by being proactive, you become part of the solution!

Assure the Customer that You are the Solution, Not Just More of the Problem

Sometimes, when customers face significant problems, they tend to express their frustration passionately until they feel heard. This can create a cycle of aggravation where they don’t know how to stop. As a manager, if you step back and acknowledge that this is a problem you can solve right away or at least begin the process, it can help interrupt that spiral. A key to customer service is being able to say, “Let’s fix it.” Customers usually calm down and begin to trust the process.

It’s also important to genuinely apologize for their issues. People sometimes misunderstand or make mistakes with their purchases. For instance, a common storage error is customers reserving a unit and then realizing it’s too small when they arrive. While they might be attracted to the lower price point, such as $70 compared to $155, it’s essential to remain kind and composed. Instead of letting their frustration affect you, respond by saying, “Let’s work through this and find the right size for you.”

Human Errors Happen Because…We’re Human!

As managers in storage, I believe we often make mistakes. I’ve accidentally cut off locks on the wrong units before! It was a human error caused by incorrect documentation. Many managers might worry about getting fired for such mistakes. However, we need to remember that we are human and not perfect. Think about how frequently we interact with technology, and it doesn’t function as expected; it’s not always reliable.  Errors happen, and the sooner you stop blaming yourself for everything, the sooner you can fix the problem.

Let the Managers Manage!

When you’re on the phone with a customer, make it their last contact—a point of resolution. Don’t make them jump through hoops. They might be frustrated, and while you may want to end the call quickly, that could make things worse. Focus on solving the problem. Be their solution instead of making them do all the work to fix an issue.

When you assign tasks to employees, it’s important to give them the flexibility to address problems as they arise. Issues will inevitably come up, especially with our websites. For instance, a customer might come in and say they’ve already done something online and show their confirmation. In such cases, the manager shouldn’t simply say, “I’m sorry, you’ll have to go back to the website.” Instead, they need to realize that the customer is right in front of them and that they can resolve the problem.

If the owners don’t empower their staff to correct these issues, or if they strictly enforce policies that prevent assistance, that can create additional frustrations. Managers should have the authority to properly assist customers, even if that means issuing credits. Some owners may be reluctant to do that, but mistakes happen, and software and hardware can fail. Owning up to these issues and allowing managers to fix them is essential for maintaining good customer relations.

Make Sure the Issue Doesn’t Happen Again

If you encounter an issue and resolve it successfully, make sure to inform the owner. It could indicate a significant glitch in your operations that needs attention. Additionally, these issues provide valuable learning opportunities. For example, you could say, “We faced this problem today. Can you help ensure it doesn’t happen again?”

To Solve Problems and Make Customers Happy, Own the Issue

In storage and customer service roles, we should not be so focused on our company and its rules that we forget about the bigger picture. When you make a mistake, it’s important to own up to it. If something goes wrong that isn’t your fault, don’t blame the customer. Instead, offer them options for a solution that works for both parties.