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Responding to Customers with an Attitude of Professionalism
Attitude management is a powerful personal asset when it comes to dealing effectively with diverse types of customers. Without the appropriate attitude toward buyers, your business will never rise to the heights of greatness. The measure of your success will depend on how you treat your customers in certain situations. For example, let’s look at a few scenarios.
1st Scenario: Returning Fire for Fire
A company is having a great working day. All employees are helping customers with inquires. Suddenly an irate customer comes through the door. He wants instant help, although one of the clerks has told him that she will assist him in a few minutes.
However, the customer constantly demands to talk to someone. Annoyed by the verbal chaos, the clerk calls the manager. At first, the manager approaches the customer with a smile. Little did he know that the customer was angry until the burst of emotion startled him.
Normally, he would have dealt with the customer more professionally. But after fallen behind on making good on contracts, he yelled at the customer and told him to get lost or he would call the police for disturbing the peace.
The Big mistake
The yelling with back and forth. The customer stormed out of the door and was never seen again. The entire day went badly for everyone at the office.
No manager wants to approach such situation with hostility toward the customer, regardless of how he or she behaves. Professionalism is all about attitude. As a professional, avoid coming down to the level of a hostile customer. Every buyer matters. For instance, the testimony of one angry customer can cause you to lose hundreds of other potential customers.
Today, social medial is the customer’s weapon for getting revenge on business they feel that have disappointed them.
Dealing Professionally with Customers
How Do You Treat Upset Customers?
Once again. Professionalism is a matter of having he right attitude. Let’s take another scenario with a different outcome.
2nd Scenario: Calming the fire
It was a normal day at a retail store. A woman who has bought a pair of shoes was shocked when the hills broke the moment she starts walking in them. She called the store repeatedly but didn’t get an answer.
She was clearly angry when she walks into the store and demands to speak with someone without waiting any longer.
Once again, a clerk calls the manager up front. The women begin to yell at him. Although he wanted to also lose control, he remained calm. He listened to the woman as if to understand her. When he got his chance to talk, he apologized to the women and ask if she wanted a refund. He also offered her a free pair of shoes.
The Superior Response
After she had expressed mind her mind and was heard, she felt that the manager really cared about her as a customer. She was impressed with the manager’s understanding of her situation and felt a little embarrassed about her behavior. This woman went away super satisfied.
What is the advantage of apologizing to an irate customer? Well, such a customer can give your company a good reputation for superior customer service. Buyers love companies that go the extra mile to make their customers fell appreciated and will flock to them.
Therefore, employers must help their staff members master the power of attitude. Nothing tests a manager or employee’s attitude more than a customer who is about to explode due to some massive disappoint with the product or service.
Attitude management must be emphasized daily if outstanding customer service is going to be the strategy that takes your company toward greatness. Buyers are people too. Many times, they are not always right, but we must understand their anger and respond with a professional attitude.