When you are in front of an angry customer it is supremely important to remember and focus on your objective: to provide legendary service that retains and attracts business. If the dilemma is resolved professionally and competently, the situation actually becomes a positive situation. In fact, when customers' criticisms are heard and quickly resolved, you create an opportunity to grow loyalty and to up-sell that client to additional or future business.
Work with Customers, Not Against Them
The first step to conquering customer complaints is to build an environment that will allow you to work through the problem with the client, not against the customer. This is critically important. When customers complain, the first reaction is to match their attitude and defend our company. The most critical thing we can learn is to disconnect from the situation, criticism, dissatisfaction or rage. It is important to remember that a complaining customer is a customer who wants to be impressed. Customers will remain with you longer when issues are solved. Loyalty comes when you prove your commitment to client satisfaction even when things go bad.
The reverse is also true. If we don't effectively address the problem and we don't show sincere empathy to the customer when things go wrong, we will lose that client forever.
The biggest mistake we make is defending our position. Don't defend your position; it will not solve the issue.
Ask Questions and Hear
The best way to avoid defending yourself is to ask questions and listen. Repeat back what the customer says, keep breathing, keep calm and acknowledge the issues. Listen without interrupting or trying to solve their problem. Listening puts the client at ease and gives you the knowledge you need to help them. In many cases they just want to be heard. Listening gives you the knowledge you need to find a resolution and it softens the anger (and the words) of the client.
Validate
Restate the client's concerns to ensure you understand his actual problem. For example, "So what I understand Mr. Brown is that you were told the piece of equipment would be here right now, and it isn't?" This will help the client see that you were really listening and not just formulating a response to his complaint. This also gives you the opportunity to verify the actual issue. An empathetic tone of voice is critical.
Your tone is more critical than the words you use when you restate.
Show Empathy
When you have heard to your customer and really understand their issues, you can begin the transformation from upset to up-sold using empathy. Comments like, "I understand how you feel," or, "I'd feel the same way if I were in your shoes,"are extremely critical. Clients want and need you to identify with their position. You don't have to apologize; just offer understanding. If you have indeed been wrong, make every effort to let the customer know you are sorry and also take accountability for the situation. If you did nothing wrong, it is wise to still take full responsibility; however, you do not need to apologize or to assume guilt for the problem.
There is power in understanding. Put yourself in the client's shoes and ask yourself, how would you like to be dealt with if you were in their situation? Empathy allows you to relate to them, deal with them—not against them—to fix the problem. Empathy diffuses a customer's frustration.
Talk About on What You Can Do, Not What You Can't Do
Once you have the actual problem and you have diffused the situation by listening and showing empathy, you are ready to get down to business and help this customer turn into a life-long client. The situation may resolvable or it may take some time resolve, but when you let the client know what you can do for them, they are more likely to understand and work with you.
Never use phrases like, "I can't help you due to our policy," or "I'm not allowed." You may not be allowed or able to do what they want, but when you say, "I'm not allowed" you are basically saying I can't help you. Instead, tell clients what you can do and don't saying things you can't do. For example, you will get much further in solving complaints if you say, "What I can do for you is…" or "here are some choices available…" or "Let's see what we can do to make this work for you."
By following these simple steps and communicating effectively with your customers, you can change what could be a very bad circumstance with an enraged customer, into something that will last a long time.
Take that next upset client and convert him to an upsold customer.
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Jeremiah Wilson is the founder and president of ContactPoint. ContactPoint is the world trailblazer in sales and customer service optimitics. Their patented technology records and scores live phone calls so companies hear what their customers hear. ContactPoint provides revolutionary coaching to teach companies how to double sales. For more information visit http://www.contactpoint.com or http://www.contactpoint.com/about-you/sell-with-power
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