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Do you ever have to deal with angry, unhappy customers—both internal and external? Of course you do. You have to deal with people! But how do you view those customers? Do you see them as a pain and something to be avoided at all costs or as an opportunity to learn how to please so that they refer you to others?
After all, no one can please people all the time. Things will go wrong. But the way that you deal with those difficult, unhappy customers will have a critical impact on your success. Here are some mistakes to avoid when dealing with them
1. Skip the essential first step of letting the customer "blow." Don´t interrupt, make excuses or give reasons at this point of the encounter. Just let them vent. An upset customer is a lot like a pressure cooker—if you don´t let them vent, they will explode. You must always deal with the person and their feelings first, and then the problem.
Oddly enough, many people do just the opposite. They jump to solve the problem right away. If you do so, you´re missing one of the most important steps in dealing with unhappy people
2. Exhibiting the "caveman" response. Do you push back on the customer and get angry or annoyed in return because you feel threatened? Remember: "He who angers you conquers you." Anger is a choice that you make. No one can make you angry; you allow yourself to become angry. Unhappy customers are upset with your organization or the situation, not you. Keep a QTip around to help you remember to "Quit Taking It Personally."
Dealing successfully with unhappy people is a mind game. It starts in your head and you decide how to respond to that angry, rude customer.
3. Dealing with just the facts and not the feelings. Use sincere statements that will develop some rapport with the customer such as:
"Oh, I am so sorry about your inconvenience."
"I would be angry if that happened to me, too."
"I´m sorry this happened, but I´m glad you´re bringing this to our attention."
"I can understand how upset this situation has made you."
Using sincere statements will help get the customer on your side and become more reasonable and open to problem solving. And when you agree with the customer about their frustrations, they will have a hard time staying mad at you. After all, it´s hard to continue to argue with someone who is agreeing with you! Only when you have dealt with their feelings and emotions, should you turn to problem solving.
4. Not training everyone who will be dealing with your customers in complaint handling (and this includes people who deal with internal customers). Teach them how to say "no" tactfully and to use the steps listed above. All it takes is for one member of the team to blow it with a customer for bad word of mouth to get out about your services.
Remember that there are two ways to deal with complaining, rude customers—the hard way and the easy way. Use some of these techniques to make it easier on you and your team the next time someone is demanding and difficult.
After all, no one can please people all the time. Things will go wrong. But the way that you deal with those difficult, unhappy customers will have a critical impact on your success. Here are some mistakes to avoid when dealing with them
1. Skip the essential first step of letting the customer "blow." Don´t interrupt, make excuses or give reasons at this point of the encounter. Just let them vent. An upset customer is a lot like a pressure cooker—if you don´t let them vent, they will explode. You must always deal with the person and their feelings first, and then the problem.
Oddly enough, many people do just the opposite. They jump to solve the problem right away. If you do so, you´re missing one of the most important steps in dealing with unhappy people
2. Exhibiting the "caveman" response. Do you push back on the customer and get angry or annoyed in return because you feel threatened? Remember: "He who angers you conquers you." Anger is a choice that you make. No one can make you angry; you allow yourself to become angry. Unhappy customers are upset with your organization or the situation, not you. Keep a QTip around to help you remember to "Quit Taking It Personally."
Dealing successfully with unhappy people is a mind game. It starts in your head and you decide how to respond to that angry, rude customer.
3. Dealing with just the facts and not the feelings. Use sincere statements that will develop some rapport with the customer such as:
"Oh, I am so sorry about your inconvenience."
"I would be angry if that happened to me, too."
"I´m sorry this happened, but I´m glad you´re bringing this to our attention."
"I can understand how upset this situation has made you."
Using sincere statements will help get the customer on your side and become more reasonable and open to problem solving. And when you agree with the customer about their frustrations, they will have a hard time staying mad at you. After all, it´s hard to continue to argue with someone who is agreeing with you! Only when you have dealt with their feelings and emotions, should you turn to problem solving.
4. Not training everyone who will be dealing with your customers in complaint handling (and this includes people who deal with internal customers). Teach them how to say "no" tactfully and to use the steps listed above. All it takes is for one member of the team to blow it with a customer for bad word of mouth to get out about your services.
Remember that there are two ways to deal with complaining, rude customers—the hard way and the easy way. Use some of these techniques to make it easier on you and your team the next time someone is demanding and difficult.
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