14. Summarise, don’t repeat.
Show them you’ve understood the problem,
and you weren’t just pretending to listen.
Throw out the “We” in favor of the more empathetic “I”.
15. Once you’re done summing up the situation
take a moment to apologize.
20. Regardless of the channel,
follow up with them through email after a day or two.
Don’t leave them stewing
with the memory of your last interaction.
21. Root cause analysis
The next time an angry customer looks you up,
put on your deerstalker hat and think.
22. The customer is angry, yes, but why?
Did your copy not convey the point properly?
Were your sales people misinformed?
Is there a problem with inventory?
Trace the problem to its root and
fix it before it annoys the rest of your customer base.
23. Your Turn
If we’ve missed out on something fairly obvious,
write to us at love@freshdesk.com.
You will be rewarded handsomely.
24. “Behind every slide share
is a great blogpost”
Read more about how to deal frustrated customers