How to Handle Angry Customers
66- dutchman1951
- 525 posts
- Joined: 3 months ago
- Hubs: 9
- Fans: 45
Jeff Gee wrote:
10 Keys for Diffusing an Unhappy Customer
Handling unhappy customers is about convincing them that you can and will do something to solve their problem. There are some key tools to doing this. First is to take ownership, use �I� not �We�. Second, give them your name and telephone number. If you cannot solve the problem, tell them honestly that you will find out who can, connect them with that person and then follow up and follow through.
It�s also important to know which words and phrases to avoid and which to use. For example:
Avoid using interrupters:
� �You need to understand��
� �We can�t, won�t ever use that.�
� �Are you sure?�
� �No�� when beginning any sentence.
Instead, use customer acknowledgement phrases:
� �Mmm.� �Yes,� �Okay� �I see.�
� �Right so you mailed a check on the 15th,�
� �Could it be that it was sent to your home office instead?�
1 Show empathy that you understand their situation
� Remember your customer is a human being they need to understand that you understand their frustration. Put yourself in their shoes and think of them as a family member or close friend.
2 Encourage venting to help them get rid of their anger
� Allow their rage to burn itself out. Visualize them cooling down and always acknowledge their feelings. Remember they need to air their frustration. When people are angry they are just looking out from their angry point of view�it has nothing to do with you.
3 Stay objective and don�t take it personally
� We have three brains�reptilian, animal and human. The reptilian brain looks after your system and keeps the lungs, heart, liver and all of your body systems functioning properly. The animal brain is looking after your survival. It is born in fear and lives in fear�it is always looking out for your survival and it will lie, cheat and even steal to keep in survival�the animal brain always takes things personally. The human brain is the evolving part of the brain�when you come from your human brain you can solve problems and be amazing with your customers.
4 Remain calm to the situation by remaining peaceful
� You can help create calm by your tone and demeanor. A peaceful tone of voice helps diffuse tension and builds harmony which creates an environment where problems can be solved with workable solutions.
5 Listen attentively and show you are listening
� You can show that you are actively listening by making the following words of acceptance and understanding, �aha, yes, hmm.� Another good technique is to rephrase their own words.
6 Take responsibility and show urgency
� Use �I� instead of �we�. Using �I� means that you are taking responsibility for finding a solution. Show urgency by saying, �I will handle this right away!�
7 Involve the customer in the solution
� Sometimes people are afraid to involve the customer in the solution because they think they will expect more than you can possibly provide. However, customers often have a more simple solution in mind�you will never find out until you ask them, �How would you like to see this resolved Ms Smith?�
8 Give added value
� When a customer talks to you�they are looking at you as the company spokesperson. You can give a lot of added value simply by being interested in their situation. If you think of your own experience with customer service providers the ones who give added value are the ones who care about taking care of you.
9 Provide an action plan
� Plan your follow up and make sure that the customer knows about it, �When is a convenient time for me to call back?� The important thing about all action plans is that you do it with urgency. Do everything that you need to do to ensure that the right people are informed.
10 Involve your management
� There are times when you do not have the resources or the authority to take certain steps. When you cannot solve a situation and you have tried every avenue at your disposal, it is time to involve the management. It is not something you want to do all the time, otherwise the management may as well take over your job, however when management need to be involved make sure you have all the facts and be as objective as possible giving both sides of the story. Remember, this is not a personal conflict�this is a customer wanting a problem solved.
And after performing to the letter on all this, the Lobby Receptionist on Friday afternoon calls to say there is a guy with a gun asking for you by name! Shall I tell him your in?.....lol
Jeff Gee wrote:
10 Keys for Diffusing an Unhappy Customer
Handling unhappy customers is about convincing them that you can and will do something to solve their problem. There are some key tools to doing this. First is to take ownership, use �I� not �We�. Second, give them your name and telephone number. If you cannot solve the problem, tell them honestly that you will find out who can, connect them with that person and then follow up and follow through.
It�s also important to know which words and phrases to avoid and which to use. For example:
Avoid using interrupters:
� �You need to understand��
� �We can�t, won�t ever use that.�
� �Are you sure?�
� �No�� when beginning any sentence.
Instead, use customer acknowledgement phrases:
� �Mmm.� �Yes,� �Okay� �I see.�
� �Right so you mailed a check on the 15th,�
� �Could it be that it was sent to your home office instead?�
1 Show empathy that you understand their situation
� Remember your customer is a human being they need to understand that you understand their frustration. Put yourself in their shoes and think of them as a family member or close friend.
2 Encourage venting to help them get rid of their anger
� Allow their rage to burn itself out. Visualize them cooling down and always acknowledge their feelings. Remember they need to air their frustration. When people are angry they are just looking out from their angry point of view�it has nothing to do with you.
3 Stay objective and don�t take it personally
� We have three brains�reptilian, animal and human. The reptilian brain looks after your system and keeps the lungs, heart, liver and all of your body systems functioning properly. The animal brain is looking after your survival. It is born in fear and lives in fear�it is always looking out for your survival and it will lie, cheat and even steal to keep in survival�the animal brain always takes things personally. The human brain is the evolving part of the brain�when you come from your human brain you can solve problems and be amazing with your customers.
4 Remain calm to the situation by remaining peaceful
� You can help create calm by your tone and demeanor. A peaceful tone of voice helps diffuse tension and builds harmony which creates an environment where problems can be solved with workable solutions.
5 Listen attentively and show you are listening
� You can show that you are actively listening by making the following words of acceptance and understanding, �aha, yes, hmm.� Another good technique is to rephrase their own words.
6 Take responsibility and show urgency
� Use �I� instead of �we�. Using �I� means that you are taking responsibility for finding a solution. Show urgency by saying, �I will handle this right away!�
7 Involve the customer in the solution
� Sometimes people are afraid to involve the customer in the solution because they think they will expect more than you can possibly provide. However, customers often have a more simple solution in mind�you will never find out until you ask them, �How would you like to see this resolved Ms Smith?�
8 Give added value
� When a customer talks to you�they are looking at you as the company spokesperson. You can give a lot of added value simply by being interested in their situation. If you think of your own experience with customer service providers the ones who give added value are the ones who care about taking care of you.
9 Provide an action plan
� Plan your follow up and make sure that the customer knows about it, �When is a convenient time for me to call back?� The important thing about all action plans is that you do it with urgency. Do everything that you need to do to ensure that the right people are informed.
10 Involve your management
� There are times when you do not have the resources or the authority to take certain steps. When you cannot solve a situation and you have tried every avenue at your disposal, it is time to involve the management. It is not something you want to do all the time, otherwise the management may as well take over your job, however when management need to be involved make sure you have all the facts and be as objective as possible giving both sides of the story. Remember, this is not a personal conflict�this is a customer wanting a problem solved.
Very informative.. whats with all the box symbols?
haveagreatday
92- Pearldiver
- 2442 posts
- Joined: 6 months ago
- Hubs: 23
- Fans: 246
This is a Forum... we don't usually read Hubs here.
I note that you have just joined HP and perhaps have not read the FAQ section here.
So start at 'my account' and work through the process.
If you post your work in forums... your tips on unhappy customers will not work.. as you will have unhappy hubbers (which I see you have not covered in your post)
If you copy this into a hub format, dress it up and publish it, then you will have completed your first hub and members will visit your site, reveiw your work and comment on it. You may also gain fans.
This will also help you gain a hub score; which needs to reach 75 to gain you real benefits.
Welcome to HP btw.Pearldiver wrote:
This is a Forum... we don't usually read Hubs here.
I note that you have just joined HP and perhaps have not read the FAQ section here.
So start at 'my account' and work through the process.
If you post your work in forums... your tips on unhappy customers will not work.. as you will have unhappy hubbers (which I see you have not covered in your post)
If you copy this into a hub format, dress it up and publish it, then you will have completed your first hub and members will visit your site, reveiw your work and comment on it. You may also gain fans.
This will also help you gain a hub score; which needs to reach 75 to gain you real benefits.
Welcome to HP btw.
Hi, I have 77.. I do not see any benefits. What benefits r u referring to?
Haveagreatdaytoall.
51- paulette perinelo
- 1 posts
- Joined: 3 weeks ago
- Hubs: 1
- Fans: 0
Hi, I have 77.. I do not see any benefits. What benefits r u referring to?
Haveagreatdaytoall.The links you provide become 'dofollow' when your score gets to 75 or over.
I agreed ith you, Pearldiver, another scorpio...
