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How
To Deal With Deal With Upset
Customers
1.
It is cheaper to solve the problem. It costs six times more to
obtain a new customer than it does to retain a current one. Keep
the customers you have. (New research: it can cost up to ten
times more!)
2.
Realize complaints are good. Only 4% of upset customers
complain. The other 96% simply leave and never come back. A
complaint gives you the opportunity to resolve the situation.
3.
Create a customer for life. When you solve a problem by meeting
(or exceeding) expectations, you develop customer loyalty.
(However, please don’t go start problems, just so you can
solve them and create loyal customers!)
4.
The customer is always . . . the customer. Do not say to
yourself "the customer is right." That implies you are
wrong. Instead, remind yourself that this person is a valued
customer, and you need to do whatever it takes to satisfy
him/her.
5.
Offer alternatives. Instead of saying, "This is the only
thing I can do," try saying, "Here are two
options." The customer may not be thrilled with the
selections, but at least he/she gets to make the choice.
6.
Laugh – after the customer leaves. In the end, most of these
incidents are funny. Look for the humor after the situation is
resolved. Laughter is a great way to reduce stress and relieve
tension.
7.
Do not solve the problem right away. What?!?! Fight the urge to
jump in and solve the problem. The customer's initial objective
is to "vent" and express emotion. Listen first, then
offer solutions. If you interrupt too soon, the person will not
be ready to listen to you or to accept your resolutions.
8.
Do not get defensive. When you hear the words "upset
customer," it is natural to put up your guard. Instead,
keep an open mind. You’ll be more receptive to listening.
9.
Do not take it personally. Easier said than done! Keep in mind
that most people have not been taught how to "complain
properly." Customers know they are upset, but they do not
know how to tell you nicely. Even if it sounds as though you are
being attacked, customers are not mad at you personally. They
are upset at the situation.
10.
Keep it in perspective. You may have served 50 cheerful people
today. Do not let one bad-tempered person ruin the whole day.
Author:
Kelly J. Watkins, MBA
Reviewing
this checklist will help you continuously improve your customer
service skills and keep you focused on the only think you can
control - your own behavior.
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Did
you...?
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Or
did you...?
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Put
yourself in your client's shoes.
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Become
stuck in your own point of view.
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Reserve
judgment about your client and his/her problem and
listen with an open mind.
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Rush
to judgment before hearing from your client first-hand.
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Let
your client "blow off steam" before attempting
to problem-solve.
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Move
quickly to solve the problem without allowing your
clients full expression.
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Listen
attentively to everything your customer had to say with
genuine interest.
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Become
fixated on your own concerns or miss what was really
being said.
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Spend
as much time listening as talking, allowing your client
to finish speaking before responding.
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Focus
on your next response instead of hearing, interrupt
frequently or dominate the conversation.
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Ask
questions to clarify your understanding.
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Jump
to conclusions.
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Seek
your client's ideas or offer options to resolve the
problem.
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Offer
only one course of action: take it or leave it.
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Tell
the client what you can do and why.
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Focus
on what you cannot do and why.
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Admit
mistakes and oversights; apologize for your client's
inconvenience.
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Avoid
responsibility, get defensive, focus on your own
inconvenience.
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Agree
on the time and the manner for follow-up.
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Leave
follow-up to chance.
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Follow-up
with client to check on their satisfaction.
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Neglect
to check out results and hope that no news is good news.
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