Please don't shout at the customers!
In the summer of 2012, I was a senior loan processor for a Fortune 500 company. The refi boom was on due to record-low mortgage rates. Caseloads were very high. Processors & customers had to work together to complete a refi quickly in the midst of longer underwriting times.
One busy day, a processor began shouting at a customer over the phone. I remember my manager looking shocked. Needless to say, the customer was not happy and threatened to take her multiple loans to another lender. My manager asked me if I would take over the case, and I quickly agreed. I love the challenge of converting a dissatisfied customer to a loyal one.
Through constant communication, professional interaction and mutual respect, not only did we keep her business, but she asked for me to process any future loans for her. On top of this, she was the only customer of mine, out of hundreds, who sent me a Christmas card. That meant so much to me!
The customers who seem the most difficult are also the ones who can be the most loyal. Transform frustrated customers into engaged ones, and you will have customers for life. Excellent service is not easy-that's why so many customers are hungry for it. So let’s give it to them!