How to deal with haters in customer service
Summary
For example, if a customer is unhappy because a feature hasn’t been developed, you can explain some parts of your product team’s process when they prioritize new work. Preparation makes a gigantic difference in how comfortable your team will feel handling tough customers, especially if you take the time to test the messaging out to see what resonates best. Enabling frontline employees to make small gestures, like providing a voucher or a discount, extends a little bit of goodwill towards your customers. Your customers will be significantly happier if you can solve thorny issues for good, but your support team will also get to breathe a huge sigh of relief. Talking down an angry customer and turning that into a positive interaction is one of the most rewarding parts of working in support—despite the knee-jerk stress response that these situations cause.
