Hello and Welcome back to another How-To on the Xbox Community Ambassadors World! In this How-To, I am going to tell you and kinda show you how to deal with or avoid angry Xbox Customers.
This world and how-to are not provided by Xbox Staff, but a fellow Xbox Community Ambassador!
Almost everyone that uses Microsoft or Xbox Products probably have had issues with that product. So, have you? Think about it. I myself have been angry at the service and the products as they have failed me before in the past. Maybe more failure in the future (Hopefully not). If you have been that angry customer before and you run into someone who is having that issue that you had and they are angry, don't get angry at them or ignore them. If you have had that experience, sometimes relating to that person helps them calm down. However, if you NEVER had the issue that the angry customer has, you cant relate to them, you cant really tell them how to fix it or resolve it... then they will just get even more angry. It's best to avoid those questions or Helpee's.
If you see that the person is frustrated before you select their question and are about to click that "I'll take it!" button, try NOT to click it unless you know how to solve it or point them in the right direction. It can get pretty messy, real fast. You might end up clicking that Troll button because they are cursing you out or threatening you. Just think, ask yourself. Some signs of frustration can be spotted by their question in the Ambassabank like:
- "This is so stupid! I WANT A REFUND!!!"
- "OMG SOMEONE PLEASE ANSWER MEE!"
- WHY WAS I BANNED? UNBAN ME NOW!"
- I'm tiered of Xbox, whats going on?"
The list can go on.
It's alright. You can still fix their mood and their issue if you do it correctly! Take a look at Step 2!
Sometimes, relating to their problem helps them realize that this has happened before and many times. If you actually had a problem like this before and you fixed it, relate to them and then tell them how to fix it! Before you know it, they are smiling once more. (Until another problem erupts.)
If they are angry, just tell them how to fix it right off the bat. If the issue is unfix-able or its just not how it works. The stone cold fact may be the only thing to say.
Helpee (The Customer): "I want a refund on this downloaded game!"
You (The Ambassador): "I am sorry, but you cannot simply get a refund. When you purchase and download a game or DLC, it says No Refunds in the Description. Refunds are practically impossible. I'm sorry."
Most people, absolutely. It may be the only thing you can really do.
Step 4: If You Believe It Can Be Fixed by a Higher Up or Xbox Support Agent. Point Then in the Right Direction!
Sometimes the customer's problem's can not be solved by an Ambassador and only by a Xbox Support or Microsoft Support Agent. This is when you should point them in the right direction, to a Xbox Support Agent or Microsoft Support Agent. Especially if it has to do with Credentials, Billing Information, and or other Confidential/Sensitive Information. (An Ambassador is NOT allowed to request that information or see it!!!)
if you have any questions or want more How-To's just comment/ask below!