No matter how well you run your law firm or your customer support department, you’re sure going to have an irate client on the phone at some point. Whether it’s due to an error on your firm’s part or dissatisfaction with the quality of service, bad customer experience can significantly impact your practice. Some of the calls made by angry clients go very smoothly – the caller is calm and just wants what’s right. In other cases, clients will be irritated from the moment they start dialing.
How Do Angry Customers Affect Revenue?
When a client has a bad experience with your practice, you could lose their business. But the trouble doesn’t end there. One unresolved complaint can move across the internet like a crack in the windshield. Word of mouth is powerful and online reviews are rapidly becoming the norm for many consumers. Statistics show that 93% of consumers read online reviews and 80% of them won’t do business with companies that have negative reviews. When bad reviews are posted, you have no idea how many potential clients will read them and look elsewhere for their legal representation.
Starting your day with an angry client screaming in the phone at you can be frustrating and set you off for the rest of the day. But it’s better to spend your time and resources fixing issues instead of allowing problems to go unresolved because that can result in a costly negative review, either online or in person.
The best solution for handling angry customers is letting someone else deal with them, as long as they know how to do so properly. Outsourcing to a virtual receptionist is just good business sense. Here’s why:
- They Provide a Personal Touch
One of the things that set an angry client off is being greeted by an impersonal mechanical voice. When a client is mad, they’ll typically want to talk to a live person that they can shout at and who can address their complaint. Plus, when they call to complain and find an answering machine, chances are that they will not call back and may just find a different law firm.
- They’re Specially Trained and Experienced
Virtual receptionists spend a good chunk of their time handling angry clients. It’s what makes them professional and they’re trained to deal with customers, calm them down, and use the proper language to defuse the situation. Our virtual receptionists at The Best Call center have received training to deal with angry callers, know how to handle the situation, and will go that extra mile to ensure you don’t lose the client or get a bad review.
- They Don’t Take It Personally
Virtual receptionists are in a position to remain calm because it is part of their job to listen to clients’ complaints and find solutions. They understand that people get upset and don’t have to take matters personally. They can maintain their calm even when the client is venting.
- Keep Complaints to a Minimum
When clients complain, most of the time they just want to be heard. But when they’re upset and feel like your firm is not doing what’s necessary to address the issue, they will head straight to social media and start posting bad reviews. These reviews can spread like wildfire and cause massive damage. Virtual receptionists are an extension of your law firm and will be able to talk to callers about your practice and address their specific complaints. Even if the clients don’t get what they want, having someone listen to them makes it more personal and can even help avoid online bashing and complaints.
- Round-the-Clock Availability
It can be extremely infuriating for clients to have to wait until the next morning or Monday to complain about your service. Keeping them waiting will only worsen the problem and may well cost you the client.
An answering service provides 24/7 coverage so your clients can get that instant satisfaction, even if it means shouting at someone on the phone.
Keep Your Clients and Avoid Those Bad Reviews
You didn’t start your law firm to make clients upset, but it’s just a fact of business life that some will be unhappy. When that happens, you want to handle the situation expertly and satisfactorily. The virtual receptionists at the Best Call Center are specially trained to handle angry customer situations and turn them into loyal fans who will recommend your firm to others.
Please call us at 800-385-4656 or visit our website to learn more about how we can help your law office and your clients.