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SOOTHE UPSET CUSTOMERS

Learn how to calm upset customers, solve their problems, and use service recovery to build customer loyalty. Steps, phrases, and techniques are provided.

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SOOTHE UPSET CUSTOMERS

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  1. LESSON 5.1 SOOTHE UPSET CUSTOMERS Identify how to calm upset customers and solve their problems Describe how to use service recovery to build customer loyalty

  2. 5.1 When A Customer Complains • Trust the customer. • Calm yourself. • Calm your customer. • Solve the problem.

  3. 1. Let the customer vent. 2. Stay calm. 3. Acknowledge that you have heard the customer. 4. Use active listening to clarify the problem. 5. Empathize with the customer. 6. Apologize. 7. Find a solution that satisfies the customer. 8. Fix the problem. 9. Consider other options if you can’t fix the problem. 10. Follow up. 11. Ensure that mistakes are not repeated. 5.1 Steps to Win Over Unhappy Customers

  4. 5.1 Empathizing Phrases • “I understand how frustrating this must be.” • “I can see why you’re so angry.” • “I’m sorry we’ve let you down.” • “Let’s see what we can do to fix this problem.” • “I appreciate how you feel.” • “I understand that you’ve been inconvenienced.” • “I don’t blame you for being upset.”

  5. 5.1 “I Want to Talk to a Manager!” • Never refuse a customer’s request to speak with a manager unless it is your company’s policy. • Option 1: Immediately do what the customer requests. • Apologize for the problem. • Ask for the customer’s name. • Transfer the call. • Option 2: Request the customer’s permission to try to solve the problem. • Explain that you will be happy to get the manager if your solution is not satisfactory. • Then try to find an adequate solution.

  6. 5.1 Types of Difficult People • Bully • Griper • Silent type • Very nice person • Negative type • Know-it-all • The staller

  7. 5.1 How to Say No • Acknowledge that you understand the problem. • Apologize. • Always explain why you have to say no. • Turn the situation into a positive by saying, “Here’s what I can do for you.” • Don’t agree to a customer’s request if you think you may be unable to meet it.

  8. 5.1 Prevent Complaints • Don’t cover up problems or mistakes. • Never make unrealistic promises. • If you know a customer is going to be disappointed, call and explain. • Never make commitments for coworkers or suppliers unless you are certain they can meet them. • Make sure your customers know what to expect and what is expected of them.

  9. 5.1 Use Complaints to Build Loyalty • Dissatisfied customers provide valuable information about your company, your products, and your services. • Each complaint is a signal that something needs to be fixed. • Dissatisfied customers tell their friends about their negative experience, and those friends tell others, who tell others. • Every complaint provides an opportunity to exceed a customer’s expectations and increase loyalty.

  10. 5.1 Encourage Customer Feedback • Develop rapport with customers. • Conduct surveys. • Hold focus group meetings. • Provide toll-free number for complaints and suggestions. • Offer discount or free item as an incentive for providing feedback.

  11. 5.1 Service Recovery • Service recovery involves apologizing, fixing the problem, and then offering something “extra” to compensate for the trouble. • Service recovery is a way to turn a negative experience into a positive one and can result in a bigger sale and a more loyal customer than before the failure occurred.

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