Handling criticism from customers: yeah, it’s tough. Customers get angry. Sometimes it’s something related to your service or product. Sometimes it’s something else.
In any case, customers must feel that not only they are listened to but also are getting taken care of. Here is a template to handle criticism.
Template
Hey there John!
Yikes. That’s not good at all. I’m really sorry that you’re not finding our services useful. Would you mind telling me a bit more into details about what you were not satisfied with?
I’ll be more than happy to see how we can do better. 🙂
Avadhoot
Customer Happiness
If the customer has already told you what the issue is:
Hey there John!
Yikes. That’s not good at all. I’m really sorry about the issue related to your account. That must be really frustrating. I totally understand.
I’m getting this issue handled right now. As I’m writing this, one of our developers is looking into it and I’ll let you know the further developments.
If this inspires any other questions, do let me know. I’ll be more than happy to see how we can do better. 🙂
Avadhoot
Customer Happiness
Key Pointers
Use the simple CARP system to deal with angry customer / to handle criticism from customers. Here is how it works:
C – Control: Take the control of the situation. However angry the customer may be, you don’t get angry.
A – Acknowledge: Empathise. Make them understand that you know how they feel.
R – Refocus: The main problem. Take action.
P – Problem-Solve: Solve the problem. Leave the customer happy.
Simply let the customer know that their issue is being looked into and it is taken very seriously.
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