How to address negative feedback and criticism in customer support

One of the most common mistakes that agents make is when they let the bad things get to them. It’s important to remember that the feedback that you're give is not about you or your actions though.

How to address negative feedback and criticism in customer support

More often than not, you get into customer support because you want to help people. As a customer support representative, one of your primary goals is to make sure that people have the best experience using your product. But want it or not, people are going to express how they feel.

Never forget, that any negative feedback is about their frustration with the product, not about you. As a front line of the company, you’re going to need to learn how to deal with negativity. In order to prepare you for real-life interactions, we’re going to introduce three strategies.

1. Rehearsing answers

You may start with rehearsing potential encounters ahead of time. Addressing negativity ahead of time may prevent you from the situation where you’re completely taken aback by some response.

Make a list of potential questions that they may have concerning a new launch or a recent bug. Discuss it with your coworkers or reach out to your team lead; let them know about your concerns. And finally, try to rehearse your answers.

It’s not about creating robotic responses, mostly it’s about creating a consistent support experience so that when you’re being contacted with similar questions you feel more confident about your capabilities.

2. Focusing on positive feedback

Secondly, focus on balancing negative interactions with positive feedback ratio. The key here is not to focus on the ratio but to use it as a tool in boosting your mood.

Consider creating a file, containing all your past communications. Whenever you feel down, you can always turn onto the file and go through the successful interactions one more time.

3. Using clear language

As a rule, we tend to view negative experiences as something that we have little control over. As already been mentioned earlier, customers’ frustration is not about you or anything that you’re doing.

Try not to view it as a permanent experience. Negative interactions aren’t the norm. And while sometimes things like that may occur, they're usually connected to some product and not you personally. Even when someone isn’t happy with the product, such opinions will usually get polarized.

It’ll contribute a great deal to the company if you come up with a list that could be improved based on your experiences with the customers. You should consider it as a feature suggestion. It’ll certainly help you handle the negativity.