How to pacify a raging customer online during the shopping season

How to pacify a raging customer online during the shopping season You might be a team member of the best live support services in UAE, but when raging customers attack you during a heavy traffic season, you will stagger in your ways. Imagine it is the Eid season and you have an eclectic collection of customers on your website. You are handling two customers at a time, and all of a sudden, an emotionally charged customer attacks you with accusations. Now, you have other customers in line awaiting you, what should you do? Here are a few tips, by which you can pacify that angry customer through live chat support: Relax, take a deep breath and listen to them; they do not mean what they are saying The last part of the above statement stands true, specifically for shoppers during the shopping season. Most shoppers are frustrated, tired and are in a hurry. Their impatience level is higher and they are emotionally charged. So when they say, they hate you or will sue your company, they probably do not mean it. Do not get confused or panicked. Instead, take a deep breath and listen to them calmly. You can solve their problem only if you are calm.

Do not appear casual and non-interested Handling customers through live chat support software is an art. You have to appear calm but in a way that you do not appear cold and distant. It is indeed a difficult thing to do when a customer is throwing abuses at you, but that is where your crisis management skills are going to come in handy. For example, instead of saying ‘Can you repeat what you are saying?’ say, ‘Pardon me, could you please repeat what you are saying?’

Do not run around blindly in panic One mistake that even the most experienced CSRs make is that in confusion they start seeking help from other members of their team, or transfer the customers to another department which will annoy the customer further. The best way in this situation is to try solving the problem yourself. It might sound difficult; especially when you have other customers waiting in queue, but if you keep yourself cool and think calmly, you will definitely manage.

Remember, even if you are a part of the best live support services in UAE, it is natural for CSRs to get confused in a crisis situation. So keep yourself calm and try your best to pacify the customers.