14. Summarise, donât repeat.
Show them youâve understood the problem,
and you werenât just pretending to listen.
Throw out the âWeâ in favor of the more empathetic âIâ.
20. Regardless of the channel,
follow up with them through email after a day or two.
Donât 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
ïŹx it before it annoys the rest of your customer base.
23. Your Turn
If weâve missed out on something fairly obvious,
write to us at love@freshdesk.com.
You will be rewarded handsomely.
24. âBehind every slide share
is a great blogpostâ
Read more about how to deal frustrated customers