Frustrated customers want more than answers, they want to be heard. Here's an easy mnemonic to remember how to help others feel heard.
P: Start with a Power word or phrase. Respond to their complaint with a reaction to acknowledge their concern. Ex: Oh no, Oh my
I: Add an I statement. Ex: I'm sorry to hear that, I get why you're confused, I can appreciate your frustration. This makes the conversation personal and the creates a personal connection.
A: Follow that up with Assurance that you are going to make things right. Ex: Here's what I can I do, let me research
Let's put it all together! Ex: Oh no, I see that is a bigger bill than usual. I can see why you’re concerned. Let’s take a look and see what we can do to make that amount manageable.
Next time you get an upset caller, Mama Mia, use PIA!