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Digg it UP - Handling Angry Customers More Professionally
Have you ever just wanted to cringe while shopping at Zellers with your sweet toddler? I guess by now they know where the toy section is, and it just so happens you were speeding by hoping they might not see.But no way, there it was in bright packaging and just at the perfect eye level of your youngster, the latest and greatest Charlie the Activity Chimp. The pudgy little hands fly out to grab it, and the sweet little voice turns into a loud “I want it now”!You half smile and act like you are
4) It’s the way you deal.
In dealing with irate customers, what matters most is not the solution you provide but how you deal with customer. For example if the customer has been over charged, what matters most is not at very outset telling the customer that you will reimburse it, but how you manage t
The rapid changes that have mainly been brought about by the information age are numerous and irreversible. They have affected our way of life on virtually every front and have left many old companies in ruins while causing other new ones to swiftly emerge and grow to great unprecedented profitability, literally overnight.But despite everything, there are still a few things that have not changed. For example computers cannot think for themselves and make the appropriate decisions, at least not yet. So
Why it’s important to deal with angry customers professionally?
Business success depends on repeat business, which I don’t need to substantiate to any reader of the article. Research shows when people are unhappy they normally don’t complain. According to some researches less than 4% complain and 96% just walk away, never to business with you again.
When customers are unhappy, although they don’t tell us, they tell others about their bad experience. An average, an unhappy customer tells between 10-20 people about his bad experience. This means if 10 customers are unhappy, the chances are that 200 people will hear the story. The damage to your company/business is inevitable.
However, 95% of complaining customers will remain loyal, if their problem is fixed on the spot. And it gets better: TARP research revealed that the mere voicing of a complaint (even in the absence of resolution) increases loyalty as much as 10%. Successfully regaining customer goodwill and maintaining loyalty boosts sales.
Some facts about angry customers:
1) Angry customers are in great pain, and they can not always think rationally.
Think about a situation where you have been angry. Were you rational in everything you did? Probably not and why customers are an exception.
2) Anger must be acknowledged.
When the customer is angry he wants us to listen and acknowledge his feelings. When communicating with people you want the person listening to you to respond. Think for instance you meet someone on the road and you say Hi Mirshan, and if he does not say anything, how do you feel.
3) Diffuse anger.
In my training programmes, participants tell me that customers don’t listen to them and don’t seem to understand. When angry can you listen effectively? The same happens to our customers. Very often we try to solve their problems before diffusing their anger. First try to diffuse their anger, and then solve their problem.
4) It’s the way you deal.
In dealing with irate customers, what matters most is not the solution you provide but how you deal with customer. For example if the customer has been over charged, what matters most is not at very outset telling the customer that you will reimburse it, but how you manage th
Jackyln is an executive for one of the largest companies in the mid-West. After the recent major between another firm in the Upper East Coast of Manhattan, the CEO wanted to go national.This meant Jacklyn and the others in the department will have to do a lot of advertising to capture the market. Since the budget for this to happen did not get any increases, this made it more challenging to accomplish the desired objective.Driving home from work, Jacklyn saw one shop that was using an inflatabl
When customers are unhappy, although they don’t tell us, they tell others about their bad experience. An average, an unhappy customer tells between 10-20 people about his bad experience. This means if 10 customers are unhappy, the chances are that 200 people will hear the story. The damage to your company/business is inevitable.
However, 95% of complaining customers will remain loyal, if their problem is fixed on the spot. And it gets better: TARP research revealed that the mere voicing of a complaint (even in the absence of resolution) increases loyalty as much as 10%. Successfully regaining customer goodwill and maintaining loyalty boosts sales.
Some facts about angry customers:
1) Angry customers are in great pain, and they can not always think rationally.
Think about a situation where you have been angry. Were you rational in everything you did? Probably not and why customers are an exception.
2) Anger must be acknowledged.
When the customer is angry he wants us to listen and acknowledge his feelings. When communicating with people you want the person listening to you to respond. Think for instance you meet someone on the road and you say Hi Mirshan, and if he does not say anything, how do you feel.
3) Diffuse anger.
In my training programmes, participants tell me that customers don’t listen to them and don’t seem to understand. When angry can you listen effectively? The same happens to our customers. Very often we try to solve their problems before diffusing their anger. First try to diffuse their anger, and then solve their problem.
4) It’s the way you deal.
In dealing with irate customers, what matters most is not the solution you provide but how you deal with customer. For example if the customer has been over charged, what matters most is not at very outset telling the customer that you will reimburse it, but how you manage t
The credit card is preferred by most people when paying for purchases and services because of its safety, security and ease of use. The use of credit cards is growing exponentially fueled by the growth of e-commerce and the increasing usage of credit cards in business-to-business transactions. Accepting credit cards in a business has many advantages. Not only will it help expand your consumer base, it will also provide an easier and more convenient alternative to paying by cash or check. When you accept cred
Some facts about angry customers:
1) Angry customers are in great pain, and they can not always think rationally.
Think about a situation where you have been angry. Were you rational in everything you did? Probably not and why customers are an exception.
2) Anger must be acknowledged.
When the customer is angry he wants us to listen and acknowledge his feelings. When communicating with people you want the person listening to you to respond. Think for instance you meet someone on the road and you say Hi Mirshan, and if he does not say anything, how do you feel.
3) Diffuse anger.
In my training programmes, participants tell me that customers don’t listen to them and don’t seem to understand. When angry can you listen effectively? The same happens to our customers. Very often we try to solve their problems before diffusing their anger. First try to diffuse their anger, and then solve their problem.
4) It’s the way you deal.
In dealing with irate customers, what matters most is not the solution you provide but how you deal with customer. For example if the customer has been over charged, what matters most is not at very outset telling the customer that you will reimburse it, but how you manage t
I actually have two separate online businesses -1. Selling wellness products and2. Selling digital information products (eBooks)Because I can look at things from both perspectives, I often tend to compare the two businesses from the point of view of the "better" opportunity.But if I were asked to recommend a single business as the best way to make a living online, the Wellness Business would win hands down.And no, I didn't choose it because its easy. On the contrary, sellin
2) Anger must be acknowledged.
When the customer is angry he wants us to listen and acknowledge his feelings. When communicating with people you want the person listening to you to respond. Think for instance you meet someone on the road and you say Hi Mirshan, and if he does not say anything, how do you feel.
3) Diffuse anger.
In my training programmes, participants tell me that customers don’t listen to them and don’t seem to understand. When angry can you listen effectively? The same happens to our customers. Very often we try to solve their problems before diffusing their anger. First try to diffuse their anger, and then solve their problem.
4) It’s the way you deal.
In dealing with irate customers, what matters most is not the solution you provide but how you deal with customer. For example if the customer has been over charged, what matters most is not at very outset telling the customer that you will reimburse it, but how you manage t
It seemed like any other day when I walked into the barbershop. The old-fashioned, wood-paneled room looked like a scene only Norman Rockwell could create.I was greeted with the customary, “Hey, guy” from the balding, overweight barber. Thrilled that I wouldn’t have to wait for my haircut, I took a seat in the oversized barber chair. He spun me around so that I was facing away from the mirror, but I didn’t mind. My eyes were already fixed on the television perched high in the corner of the shop.n angry can you listen effectively? The same happens to our customers. Very often we try to solve their problems before diffusing their anger. First try to diffuse their anger, and then solve their problem.
4) It’s the way you deal.
In dealing with irate customers, what matters most is not the solution you provide but how you deal with customer. For example if the customer has been over charged, what matters most is not at very outset telling the customer that you will reimburse it, but how you manage the whole situation.
5) Let him vent and explode.
Let him tell you what’s in his mind. He wants to share with you his anger and frustration. Allow him to do it and he will be happy.
What not to do when a customer is venting:
1) Get angry yourself.
2) Tell the customer to calm down.
3) Defend yourself.
4) Interrupt.
5) Fail to acknowledge the customer’s feelings.
In my trainings I teach participants to use the formula LEARN, to serve angry customers professionally, and I personally use the same formula when I am confronted with angry customers.
L+E+A+R+N= happy/delighted customer
L= Listen, listen, listen
E= Empathise
A= Apologize
R= Resolve
N= Now
You may be thinking that all of the above is good, but how can I be claim in a stressful situation, like this.The following techniques will help you to keep your cool when customers get hot.
1)Depersonalized the interaction. Don’t take personally. Know that the customer is not yelling at you. You just happen to there when the customer walked in or called.
2)Speak slowly. You'll be amazed at how much more clearly you can think and how much control you have when you choose to slow down your rate of speech.
3)Maintain a positive attitude. Think positively and it helps you respond more positively and professionally
4)Focus on the core cause of the problem and best solution, not the behavior or attitude of the customer.
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