3 Positive Culture Cures for Customer Rage

arizona state university w.p. carey school of business busy holiday season customer care customer service work positive Dec 17, 2023

According to a survey conducted by Arizona State University’s W.P. Carey School of Business, about half of all American households experience customer service-related problems. Over two-thirds of those customers were “very” or “extremely upset” about the company response when they complained. Over one-third reacted by yelling at the rep while the number of consumers cursing nearly doubled to 13%.

If we surveyed your customers, how would they rate their culture experience with you?

Our team had the opportunity to experience customer care after some purchases. We discovered three positive culture cures for customer rage that create exceptional experiences.

Ask Great Questions

While it’s easy to just “get started” with what you know, the companies our team liked best first asked great questions. They began at 30,000 feet, i.e., big questions about our dreams and desires, frustrations and fears.

Then they drilled down to specific ways to accomplish our goals with the least amount of frustration in implementation. They helped us put it in place and taught us how to do it independently.

What great question will you ask a customer today as you give exceptional customer care? Such questions reveal a culture of interest and active listening.

Listen and Then Answer

After asking great questions, these companies listened to our team’s responses.

Really listened.

What a gift! No FAQ list. No anticipation or presupposition.

They employed the active listening technique of accurate empathy. They let us know they were listening by using some of our words in their response. Empathy lowered the learning curve for us and made the process more manageable.

How will you listen first and then answer with empathy today as you give exceptional customer care?

Give Respect

Our team had the sense that the reps were walking up the steep learning curve with us. That they could see from our perspective. They wanted to help us understand. They desired to serve us without making us feel ignorant at best and stupid at worst.

They respected us.

Every phone call and email was their “pleasure,” “why we’re here,” and “please let me know what I can do for you.”

One even asked for an update to see how she could help without our asking!

How will your customers know you respect them today? Respect lessens rage every time.

Sure, it’s a busy season for everyone.

And yet what a wonderful opportunity to create an outstanding customer experience for those who expect to get angry.

Give exceptional customer care today as you ask great questions, listen and then answer with empathy, and give respect.

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