Handling irate customers can be a challenging task that requires specific skills and training. It’s essential to remember that the customer is not angry at the person handling the issue, but rather the issue itself.
In this article, we’ll discuss example of scripts and best practices of dealing with irate customer.
So how would you reply to such a message? 👇
I’m extremely frustrated with your company! I received my order, and it’s completely wrong. I ordered a black shirt, and you sent me a red shirt instead. This is unacceptable, and I demand that you fix this immediately.
Support Agent: Well, mistakes happen. We’re a busy company, and we can’t always get everything right. If you want to return the red shirt and get a black one instead, you’ll have to pay for the shipping yourself. We won’t cover the cost since it was your mistake to begin with.
This response is an example of a bad response to an irate customer for several reasons:
By providing a bad response to an irate customer, the company can alienate the customer, damage their reputation, and lose potential business in the future.
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Support Agent: I’m sorry to hear that you received the wrong item, and I completely understand your frustration. We take full responsibility for this error, and do everything to make it right for you.
Can you please provide me with your order number and more details about the incorrect item you received, such as the size and style?
Irate Customer: My order number is 12345, and I ordered a black large t-shirt, but you sent me a red medium t-shirt instead. Fix this as soon as possible because I need the black t-shirt for an event next week.
Support Agent: Thank you for providing that information. I apologize for the inconvenience caused by this error. We’ll ship the correct black t-shirt to you via expedited shipping at no additional cost, so you should receive it in time for your event.
Additionally, we’ll provide you with a return label for the incorrect item, and we’ll cover the return shipping cost. We’ll also follow up with our fulfillment team to ensure that this error doesn’t happen again in the future.
Is there anything else we can do for you?
This is a good response to an irate customer for several reasons:
By providing a good response to an irate customer, the company can turn a negative situation into a positive one, build customer loyalty, and enhance its reputation.
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When working with an irate customer, it’s essential to handle the situation with care and empathy. Here are some tips and words to use when interacting with an irate customer:
By using these tips and words, businesses can effectively manage irate customers and resolve issues to the satisfaction of the customer. Remember that an irate customer presents an opportunity to demonstrate excellent customer service and turn a negative experience into a positive one.
Deal with complicated customer queries like a pro with our playbook of 15 tricky customer service scenarios and ready-made answers 👇
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