Despite a customer’s anger, frustration, or defeatism, Experts need to maintain a positive attitude and use positive language when following up with the customer. Keep things as upbeat as you can and steer the conversation toward a positive outcome.
Things not to do while following up with a customer is:
- Holding information hostage until they say they will change a rating.
- Telling the customer why they were unable to understand what you were saying.
Focus on reassuring the customer that you will help them and work with them to find a solution. Also, make sure you take time to thank customers for their patience, understanding, and loyalty.