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Recover the Potentially Lost Customer

Recover the Potentially Lost Customer. Chapter 9. Objectives. Understand customer recovery Maintain healthy attitudes Apply techniques Handle a nasty complaint letter Develop skills Understand the difference between assertive and aggressive behavior.

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Recover the Potentially Lost Customer

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  1. Recover the PotentiallyLost Customer Chapter 9

  2. Objectives • Understand customer recovery • Maintain healthy attitudes • Apply techniques • Handle a nasty complaint letter • Develop skills • Understand the difference between assertive and aggressive behavior

  3. Understand the Case for Customer Recovery • Already familiar with the products/services • More data about likes/dislikes • Customer may feel flattered by your efforts • Shorter length of “prospect” and “new customer” phases

  4. MaintainHealthy Attitudes About Customer Recovery

  5. DevelopYourRecoverySkills

  6. FeelTheir Pain • Listen to their concerns • Understand their problem • Share their sense of urgency • Compensate them • Eliminate further inconvenience • Treat them with respect • Assure them the problem will not happen again

  7. Do All You Can to Resolve the Problem • Have a clear understanding of the problem • Ask appropriate questions to clarify • Fix it as soon as possible

  8. Go Beyond: Offer « SymbolicAtonement » • Offer to pick up or deliver the goods to be replaced or repaired • Give a gift of merchandise to repay for the inconvenience • Reimburse for costs of returning merchandise such as parking fees, etc. • Acknowledge the customer’s inconvenience and thank him/her for giving you the opportunity to try to make it right • Follow up to see that the problem was handled

  9. Look Back and LearnfromEach Situation • What was the nature of the customer’s complaint? • Was it generated primarily by value, systems, or people? • How did the customer see the problem? • Who was to blame; what irritated the customer most; why was he/she angry or frustrated? • How did you see the problem? • What did you say that seemed to aggravate the situation?

  10. UnderstandWhatHappens if the Customer isStill Not Satisfied • If you try your best to satisfy the customer, you have done all that you can do. • Don’t take it personally. • Don’t rehash the experience with your coworkers or in your own mind.

  11. Handle the Occasional Customer FromHell

  12. Action Tip 1- Be Sure This Reallyis a ChronicComplainer • They always look for someone to blame. • They never admit any degree of fault. • They have strong ideas about what others should do. • They complain at length.

  13. Action Tip 2- Know What to Do with This Guy (or Girl) • Actively listen to identify the grievance • Establish the facts to reduce exaggeration • Resist the temptation to apologize • Force the complainer to pose a solution

  14. Action Tip 3- Take a Break, Cool Off, Reflect

  15. Handle a Nasty Complaint Letter or Email • ANSWER!!! • Be an effective writer • Be sensitive • Be tactful

  16. People Are StronglyInterest in Themselves • “What’s in it for me?”

  17. People PreferReceiver-Centered Messages

  18. People Want to Be Treated as Individuals

  19. People Want Positive Information

  20. People Don’tLike Abrasive People Abrasiveness Assertiveness Express feelings Nonthreatening “I’m having a difficult time understanding what you’re saying.” • Irritating manner • Pushy • Critical • “You don’t make any sense.”

  21. Understandthat Assertive Behavioris Not AggressiveBehavior Aggressors Assertors High self-respect Respect others Win-win solutions Honest Emotionally charge language is seldom used • Communicate from a position of superiority • Indirect, manipulative, underhanded • Set themselves up for retaliation • Use a lot of judgmental terms

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