Even after 15 years as a customer service agent, I can still feel apprehensive before calling a “problem customer”. On the other hand, it’s immensely satisfying if I can not only survive the call but also achieve a successful positive outcome. On occasion, I have even transformed a supposedly difficult customer into a loyal advocate. Here’s exactly how I did that.
1. Ensure Your Equipment is Working
Before calling a problem customer, you need to make sure that all your equipment is working properly. You want all your attention and focus to be on the call and all the potential pitfalls and challenges that this particular customer might be throwing your way. The last thing you need is for your equipment to start playing up as well, so here’s a quick list of what you should check:
- Internet Connection
- Headset – make sure you can hear properly.
- Microphone – make sure it’s not set to mute.
- Camera – it shouldn’t be pointing at anything you don’t want others to see.
- Software – is open and ready to work.
- Pen and paper – because one day, your software will freeze when an irate customer in the middle of their complaint. You have been warned.
2. Research the Customer to Identify Potential Issues
Before calling a problematic customer, it’s essential that you research them first to identify any possible issues. If you have a clear understanding of the nature of the customer and what might cause them to become “problematic”, you’ll be more easily able to spot any difficulties early on and take preventative measures to stop them from escalating into a full blown conflict.
Begin by examining the basic details of the customer profile. Look into their demographic information, purchase history, and any specific preferences they may have indicated.
Next analyze the customer’s interaction history with your company. This includes past inquiries, support tickets, any feedback and reviews. Understand the nature and frequency of their communications and note any common threads in negative feedback. Look for areas of dissatisfaction and repeated complaints to identify recurring issues, common concerns, or patterns..
Finally, think about the patterns or triggers that might be contributing to the customer being considered “problematic”. You’re looking for an insight to explain the issues or circumstances that repeatedly lead to discontent or the situation escalating into an unpleasant and strained interaction- to say the least.
3. Contact the Customer by Text Or Email First
If you have the possibility of contacting the the customer by text or email first then do so. This initial contact serves as a comfortable starting point that lays the groundwork for a more productive and constructive conversation during the call. It also allows the customer time to prepare and ensure they’re not caught off guard – which is often something that leads to the type of confrontation you’re trying to avoid.
Your text or email should introduce yourself and / or your company and state the purpose of the forthcoming call. You should briefly outline the topics to be discussed and conclude by offering the customer options about when the call should take place. Present flexible time slots or suggest a callback window to accommodate the customer’s schedule.
Here are email and text templates that you can use:
Email Template:
Subject: Preparation for our Upcoming Discussion
Dear [Customer’s Name],
I hope this message finds you well. My name is [Your Name], and I represent [Your Company].
I’m writing to inform you about an upcoming call we have scheduled to discuss [briefly outline the topics or concerns – e.g., recent product delivery and your satisfaction, any concerns about the billing, and our new service enhancements].
I value your time, and to ensure our conversation is convenient for you, I’d like to offer some flexible options for our call. Please let me know a suitable time or suggest a callback window that fits your schedule best, and I’ll make sure to accommodate it.
Looking forward to connecting and addressing any questions or concerns you might have. Feel free to reach out via email or phone if you require any further information before our call.
Best regards,
[Your Name]
[Your Position]
[Your Contact Information]
Text Message Template
Hi [Customer’s Name]! This is [Your Name] from [Your Company]. I would like to schedule a quick call to chat about [briefly mention the topics – e.g., delivery, billing, and our new services]. Would it be possible for you to chat today or do you prefer another time? Let me know! Thanks!
[Your Name]
4. Initiate the Call
With all the prep work done, it’s now time to initiate the call. I try and remind myself, that even though I’m apprehensive, the point of the call is not to defend myself or the company, or even to tell the customer off for being a pain in the neck. The point is to empathize with the customer, find a way to ensure their complete satisfaction and maybe even turn them around so that I can write a blog about customer service and boast about it there!
Click on the dial button and wait for the customer to pick up. When they do, greet them warmly and confidently (even if that’s not how you feel) but professionally. If your company has a script then make sure to use that, otherwise introduce yourself and check you’re speaking to correct person. Here are some great examples of things you can say:
- “Hello, my name is [Your Name] from [Your Company]. Am I speaking with [Customer’s Name]?”
- “Good [morning/afternoon], this is [Your Name] calling from [Your Company]. May I please speak with [Customer’s Name]?”
- “Hi there, I’m [Your Name] from [Your Company]. Could I confirm if I’m reaching [Customer’s Name]?”
- “Good day, I’m [Your Name] calling on behalf of [Your Company]. Is this [Customer’s Name]’s number?”
- “Hello, this is [Your Name] reaching out from [Your Company]. I wanted to ensure I’ve reached [Customer’s Name].”
Talk to the customer in a professional manner, that’s polite and respectful. For more information about how to talk to a customer on the phone in general, see the more in-depth article I wrote about it here.
5. Inform the Customer the Call is Being Monitored
Before getting into the main part of the conversation, it can be useful to remind the customer that the call is being monitored for quality assurance and training purposes. Usually this upfront disclosure is made to ensure complete transparency with the customer, but this time it’s especially helpful as it creates an atmosphere of accountability too.
Don’t dwell on the reminder for too long and certainly don’t present it as a warning. Keep the disclosure brief and treat it as a routine practice that you’re making the customer aware of in passing. The truth is that’s exactly what it should be in any case, just this time it has the added benefit of fostering a positive and respectful conversation and discouraging confrontational or problematic behavior in any but the most difficult of customers.
6. Look Out for Pitfalls During the Call
While all that you’ve done so far lays the foundation for a calm and productive atmosphere that allows a smooth and cooperative interaction can take place, the dynamic can still shift during the conversation. You need to remain acutely aware of any evolving situations during the call and look out for any pitfalls or problems. That way you’ll be able to more easily diffuse any difficult situations before they can escalate. Here’s what to watch out for:
Communication Breakdowns
Look out for any signs of miscommunication or misunderstandings. If the customer seems unclear or uncertain, take a moment to clarify anything they don’t understand and ensure that both of you are on the same page.
Tone and Language
Pay attention to the customer’s tone and language, and be alert for signs of anger, frustration or dissatisfaction. A sudden shift in tone or the use of aggressive language is a clear signal of imminent escalation which needs to be dealt with immediately.
Unmet Expectations
Listen for any indications of unmet expectations. If the customer’s expectations are different to the product or service offered, address this misalignment promptly because if left alone this will quickly become a problem.
Repetition of Concerns
If the customer repeats the same concerns multiple times, it could signal dissatisfaction. It’s important to acknowledge all the customer’s concerns as soon as they’re mentioned and immediately work to find a solution to them.
Extended Silence
Prolonged periods of silence may suggest that the customer is disengaged or unhappy. Don’t let this state of affairs continue for too long. Use open-ended questions to encourage the customer to share their thoughts and feelings but be sure to acknowledge their input and empathize with their point of view.
Resistance to Solutions
If the customer is resistant to proposed solutions, listen actively to their concerns and address them. You may need to explore alternative options instead and find a resolution that better meets their needs.
Unresolved Issues
If the customer mentions unresolved problems from previous interactions, make sure you address these concerns too. Acknowledge their past experiences and assure the customer that you’re committed to finding a resolution to any issue that they have.
7. Set Boundaries if an Escalation Occurs
If, despite all your preparations and best efforts, the customer escalates the situation during the call and becomes confrontational, you need to set clear boundaries regarding the behaviors you won’t tolerate, while still remaining professional. Here’s exactly how to do that.
Maintain Your Composure
First and foremost you need to maintain your composure at all times. Just because the customer is behaving inappropriately does not give you the license to do so too. Keeping your tone calm and professional is not only the best thing you can do in this situation, it can also help diffuse the tension and it certainly keeps you in control of yourself and the conversation.
Clarify Your Expectations to the Customer
Clearly but politely establish clear boundaries for the conversation with the customer. Here are some examples of things you can say to do this:
- “I understand your frustration, but I need to ensure a respectful conversation to assist you effectively.”
- “I appreciate your concerns, and to address them effectively, let’s maintain a constructive and respectful dialogue throughout our conversation.”
- “While I understand your frustrations, let’s work together to find a solution. It’s important for our conversation to remain respectful and focused on resolving the issue.”
- “I’m here to help, and in order to do so effectively, let’s keep our conversation respectful and focused on finding solutions to your concerns.”
- “Your feedback is important, and I want to assist you in the best way possible. To achieve this, let’s keep our conversation constructive and respectful.”
- “I hear your concerns, and I’m committed to assisting you. For us to work through this effectively, let’s ensure our conversation remains respectful and focused on solutions.”
Refer to Company Policies
Politely remind the customer of the company’s policies regarding respectful conduct during interactions. By referencing these guidelines, you not only reaffirm the company’s commitment to maintaining a professional and respectful environment but you also gently encourage the customer to align with these values too. This should de-escalate tensions and get the conversation back on track to a more positive and solution-oriented trajectory.
Outline Alternatives
If that doesn’t work, offer solutions or alternatives to redirect the conversation positively. For instance, you can suggest involving a supervisor or proposing a follow-up conversation when emotions are less heightened.
Provide Three Warnings
Work on a “three strikes and your out” system where you provide three warnings to the customer on three separate occasions after which you will terminate the call. Each time you give the customer a warning explain firmly that you do not tolerate any abuse and that if they do not desist from their inappropriate behavior, the call will be ended.
Terminate the Call, if Necessary
If the situation continues to escalate or it becomes abusive, assertively tell the customer that you’re going to conclude the conversation. Offer alternative channels or support avenues for further resolution and then terminate the call.
8. Close the Call
If, on the other hand, things have gone well and you’ve managed to successfully navigate a call with a “difficult” customer then you’ll want to close the call in positive way. The way you end a customer call is so important that I wrote an in-depth article about it which you can find here, but in this case it’s doubly important as you want to ensure that you maintain the positive relationship you’ve now built and not cause it to revert back to its previous state.
Here’s how to ensure a strong call finish.
Summarize Key Points
Summarize the key points discussed during the conversation as this ensures clarity and confirms that both you and the customer are aligned on the issue.
Confirm the Next Steps
If there are any follow-up actions or if you’ve promised a resolution, lay out the timeline and steps. Confirm any commitments made during the call, ensuring clarity about what happens next.
Express Gratitude and Appreciation
Thank the customer for their time and for choosing your service or product. Expressing gratitude reinforces a sense of appreciation and leaves a positive final impression.
Invite Feedback
Encourage the customer to share their feedback about the interaction. Let them know their opinions are valued and that their feedback helps in improving services.
Offer Contact Information
Provide your contact information or any relevant support channels in case the customer needs further assistance. Assure them that you’re available to help if they encounter any issues in the future.
9. Document and Reflect: Post Call Rituals
Immediately after the call take detailed notes regarding the conversation. Update any relevant records and document key points discussed, issues raised, and any promises made for follow-ups or resolutions. Be sure to include all the strategies you employed to deal with this “difficult” customer, how effective they were and the overall impact it had on the customer-company relationship. You or other members of your team will thank you for it in the future.
You should also evaluate your own performance. Reflect on what went well and areas that could be improved upon. Use the insights gained from your post-call analysis to enhance your skills and knowledge.
Then send me a message so that we can celebrate another customer service win, together.