Dealing With An Unhappy Customer?
Ever have a customer go HULK on you? Or have you ever gone Hulk on a Sale representative?
We have all been there. We have been an angry customer or we are confronted by an angry customer.
Some of us wish we could walk away from the situation. Some of us want to yell at the customer and make them feel how they are making us feel. But then there are those who see an angry customer as an opportunity to help.
Good salespeople do not take the anger personally and know how to detach themselves from the situation. They do not get involved emotionally rather they keep their sense of logic. Click the link for an additional post.
In the end how we deal with the situation will affect our customers perception of us and our company. If we deal with the situation in a positive way his can lead to additional sales and can lead to referrals in the future.
Everyone has a different view of what customer service is and what it should be. A salesperson can believe they are giving great service but the customer can believe that it is just ok.
We can believe we are not doing that great but the customer may believe that we are giving the best experience they have ever had.
As professional it’s our job to know how the customer experience is going and it is our job to adjust if the experience is not going well.
We are not always going to make every customer we have happy and can make them angry without ever realizing it.
Bad For Business
Did you know we need to do our best to solve a customer’s problem. If we don’t do a good job on our customer service expectations, they will look for ways to make sure others do not shop with us.
So, what is the solution you ask?
We need to make our customers feel comfortable in coming to us for a solution. We have to take the time to understand their problems and then find the right solution to solve the problem.
Dealing With Angry Customers
What is anger? The dictionary says it’s a strong feeling of displeasure. I would agree and add, we have not done our job to satisfy the customers expectations.
We all know many people who choose to not tell businesses of their negative experience.
They just never go back. Oh and they tell lots of people about their bad experience.
It is normal to want to defend yourself against an angry person. Do not fall in to this trap. The customer is not mad at you. They are just upset with the experience they have had with your company or the product or service.
Handle the situation like a professional and those angry customers can become some of your most loyal customers. Remember loyal customers send you referrals and talk positive about you to others.
How To Turn Angry Customers To A Loyal One
When you are confronted by angry customers remember your job is to help them find a solution. You can not do this if you do not listen to the customer. You need to listen and ask the right questions so you can build the right relationships. Find more details on the Art of Dealing With People, click here.
Always be ready to deal with angry customers. They will come in once a day and sometimes more. When you are prepared you will come off as a professional and you will be able to help.
Display the attitude that you want to help the customer. Use positive assuring words. Have a caring tone of voice and project to the customer that you are going to help them solve their problem.
In sales it can be helpful to mirror the customers actions, but when you have an angry customer do not do this. You need to have a positive tone, attitude and the customer will mirror your actions.
Do not get angry when you have a mad or defensive customer in front of you. It is important to not blame others or made excuses. It is time to deal with the situation, not make it worse.
Most important is to not argue with the client. You will never win the argument, the client or another sales. Meaning you will lose thousands of future sales.
Apologize And Commit To Solving The Problem
We do not have a lot of time to win back the customer. Take control of the situation from the start.
Apologize that this situation came up for the customer. This does not mean you are accepting blame. It means you understand that there is an issue and you want to help resolve it.
Be a professional sales personal and customer service expert. You or another sales agent committed to selling the product or service, now it is time to stand behind that commitment.
If the customer is not familiar with you, tell them your full name and tell them you will do your best to resolve the issue.
If you have an office take the customer there and if you do not, then take them to a quitter place where the customer can express their dissatisfaction. We do not want to disturbing other sales that maybe taking place and give a bad impression of your company, service or product.
Ask the customer to tell you want they are angry about. If you can have a pre-written script in your mind it will make it easier of you to guide the conversation.
Listen and Empathize
This is not where the customer listens to you. You need to listen to the customers frustrations. When we are listening we need to note that the customer wants to express their anger and get help in finding a solution that will satisfy their concern.
Listening – Make eye contact with the customer when they are talking. Keep your body language positive and nodding to show you understanding what they are saying.
It is important to eliminate negative body language such as smiles, shrugging of the shoulders and crossed arms as it can come of insincere.
When your listening you should take notes, if possible. That way the customers does not have to repeat themselves. It also shows that what they are saying is important.
Empathize – When the customer is telling their story try to put yourself in their situation and feel what they feel. Find ways to agree with what they are saying, again this does not mean you agree with the customer.
When your customer has had the opportunity to “vent” and now seems calmer, you can move to the next step.
Confirm Understanding And Determine Other Concerns
Confirm understanding – Use the notes you have written, along with what the customer said, to summarize what you understand about their concerns. If you have missed anything this will allow them to add additional concerns.
Determine Other Concerns – Ask your client if they have other concerns that have not been brought up. If we do not ask now they might remember later and that may make them angry. This could mean that we have to start the process again.
If you are going to solve the customers issue you have to know what resolutions you have available to you. If you do not have the tools to solve the problem yourself, you may have to take the issue to a manager.
This is not the place to just start offering solutions. It is important to find out what the customer wants, so involve them in arriving to a solutions, if possible.
We have all been there, the sales or service agent asks what they need from us and we want more than they can offer us. We feel entitled to the best solution and want free products, services or a discounted price.
Knowing how to hand this will be important. Offer solutions that are within your authority and use simple language so it comes of easy to understand. If they do not like your solution you may need to talk to a manager for a solution that you may not have authority to give.
You can ask the manager to come over and help out. Sometimes it is better to take the customer’s information, name and number, and discuss other options with your manager. Then reach out with your solutions.
The Polite Close
This is not a long process. Make sure you apologize again. DO NOT re-summerize the issue. This can agitate anyone and the process may need to start all over again.
It is a smart to ask if there is anything else you can help the customer with today. They may need to purchase something. Note, it may not be smart to ask if you have not come to any resolution that can satisfy the customer.
Here is the key step in the process. Thank the customer for sharing their concern and allow you to help them.
Follow-up As Promised
Many sales and customer service people do not do this step. This is a dropped step. If done correctly and often, we can win over more customers after the situation has been resolved.
I know we do not all have time to make these calls because we are busy, but if you do this one step it will pay long-term dividends.
Servicing our customers is not always easy. It is an art form that should be learnt, practiced and perfected. Not everyone likes to deal with angry customers but if you take it as our responsibility when they come in you will get better at building customer relationships and over time increase sales.
Remember the seven steps we need to take to resolve the issue. Get into help mode, Apologize and commit to solving the problem, listen and be empathetic, confirm you understand and ask if there are other concerns, find solutions to solve the problem, have a polite close and follow-up with the customer.
Now it;s your turn to make a difference. Share the solution people are looking for on your favourite social media platform. It’s easy to do and a proven fact your inner circle wants to know what you know.
Leave a comment by telling us what one tip you will use the next time you are faced with an angry customer.
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