April 2017 - Page 41

Here are 10 tips for dealing with angry customers: 1. APOLOGIZE. Nothing calms down an angry customer faster than a sincere apology. 2. DON’T TAKE IT PERSONALLY. Easier said than done but try not to take it personally. Chances are the customer is not mad at you but at the situation. 3. STAY CALM. Getting defensive or showing anger back is not going to help the issue. Stay calm, listen, show empathy and then apologize. 4. UNDERSTAND WHY THEY ARE ANGRY. Nine times out of 10 the customer is angry for a valid reason. It is likely our fault and understanding this will help you feel more concern when you hear customers complain. 5. MOST CUSTOMERS DON’T WANT COM- PENSATION…THEY JUST WANT IT FIXED. Very few customers complain for the sake of complaining. They have a problem and want it fixed. The few that will ever take advantage of the situation and demand compensation are few and far between. 6. PUT IT INTO PERSPECTIVE. In the big scheme of things, very few customers complain compared to the amount we deal with on a daily basis. Don’t let these few concerns wear on you as most customers are very happy. Deal with the issues and move on. 7. TAKE OWNERSHIP OF THE PROBLEM. Once you have a customer complain to you, take control of the issue even it if is not your customer to begin with and ensure it is completely fixed. The last thing you want is for there to be addi- tional problems and then they have to deal with another person making them even angrier. 55% of customers will pay more for a better experience. 70% of buying experiences are based on how customers feel they are being treated. 8. OFFER THEM A SMALL COMPENSATION FOR THEIR TIME. Although the majority of customers are not looking for compensation, they have been inconvenienced and offering them a small offering for their time is not only smart business, but it will gain long-term loyalty from a bad situation. 9. FOLLOW UP. Don’t assume everything has been fixed and all is good again. Ensure it is by following up one last time with the customer. They will be shocked and pleased to hear from you. 10. THANK THEM FOR THEIR BUSINESS AND APOLOGIZE AGAIN. Take this opportunity to thank them again for the business, their patience and apologize one last time for any inconvenience. Last tip: you can completely change a customer’s bad experience into a great experience by following the steps above. So much so that they become even more loyal th ѡ䁡Ёѡɤ)ЁЁͅ她)QՑ ɕЁ́ѡ չȁ Q< A̰)啍ɔɕͽɍ一 Á͕ٕ́Ʌ٥ͥ)Ց5ɭѥ A̰) A̰QɅ A̰)M5 A̰ٕ ÀA嵕 A̸Yͥ)ѡȁݕͥєܸѕ̹ȁՑѕ̹)Iɕܹͱ͡ɔɥѹܼōѽɕ)ɕ