Calm Customers in 6 Quick Steps
You’ll work nine times harder attracting new business than you will retaining
your current client list. That means you can’t afford to anger even one
customer.
Here’s how you can defuse tense situations and dissolve your customers’
frustrations.
1. Keep Your Cool
Customer service agents must listen without interruption to customer
complaints. When you acknowledge problems and empathize with your customer’s
situation, you immediately drop his frustration level.
Your goal: Remain calm and concerned -- even if the customer speaks harshly
at first. Your mature approach will work wonders on his attitude.
2. Lock-In Customer Loyalty
Now that your customer is calmer, ensure him that you are happy to help him
and that you appreciate his business. By emphasizing his loyalty to your
company, you provide a subtle reminder that you’ll resolve his problem -- just
as you have in the past.
Your goal: Impress upon your customer that you will resolve his issue.
Depending on the problem, you may want to offer a reward for his patience, such
as extra frequent-flier miles or a service coupon.
3. Remain Professional
No matter how customers approach the service encounter, you must keep your
composure.
Your goal: Keep your speech and expressions polite and tactful. If a customer
gets under your skin or if you are afraid that you’ll involve your personal
feelings, step away from your desk or ask the customer to hold while you take a
few deep breaths.
4. Acknowledge Your Chronic Complainers
No matter how hard you try, there will always be customers whom you can’t
please. These customers call frequently to berate and threaten service agents.
Your goal: Elevate these callers to your lead agent or supervisor. Your
leaders can then decide how to nip complainers in the bud -- whether that’s
through finessed service or by referring them elsewhere.
5. Only Make Mistakes Once
Your customers shouldn’t have to call more than once about the same issue.
Identifying customer problems can improve your business, but not if you make the
same mistakes over and over again.
Your goal: Learn from your mistakes the first time -- and then don’t repeat
them. If you spot repeat problems, be sure to alert your supervisor before
customers catch on.
6. Grow Thicker Skin
You’ll eventually have to deal with an irate customer who attacks you
personally rather than focusing on the actual problem. You must learn to roll
with these punches without beating yourself up.
Your goal: Never respond to customers emotionally or give in to outrageous
demands. You should also avoid crying, exhibiting anger or speaking with
sarcasm. Instead, simply transfer the customer to someone more skilled at
dodging personal bullets.
Eli Journals is a niche online resource that helps you rev
up your workplace skills and become a more productive and profitable
contributor. We cater to a wide range of professionals – from workplace pros to
managers to team members to leaders to graphic designers to Photoshop
enthusiasts. Visit us here:
www.elijournals.com |