Dealing with difficult customers

Dealing with difficult customers In response to angry, frustrated and angry customers can be very tiring, especially with regard to the phone. However, I firmly believe that this is exactly the time when companies have a golden opportunity to shine.   Remember, in this way? It 'just too polite, and optimistic when things are great? But too many entrepreneurs underestimate the value of training their employees in the art of dealing with difficult customers, the demonstration? right way? tolerated and no less .---------------------------------------   Sidebar: Before continuing, some words of caution? Employees are much more willing and able to reach positive solutions for customers, unhappy when they are armed with the necessary tools needed to make this happen? The main ones are: "accountability."   If you paralyze your employees? Capacity? tu lemons into lemonade? I? Ve consulted with many companies, their employees paralyzed severely limiting their ability to? Good?.   They falsely say that they? Enter the company? (the old? give? em an inch and will be miles? syndrome.), without taking into account the amount of money to spend? King missed the lost customers; lazy mouth, excessive tuover Phone wasted time, stress, etc.   The Crisis when listening! If not? T believe me, go to your nearest bookstore and buy a copy? The Nordstrom Way? (Spector and McCarthy) and see if the reading that changes your mind! One of the unexpected delights you and your staff very, very gratifying to see a miserable score brings the joy! No, is not it? touchy-feely warm and fuzzy psychobabble? ? Try it and you? ll see.Remember, no matter what? Business? You? New? if you? re a doctor, lawyer, merchant, non-profit organization, stockholders, consultants, etc. They are designed to serve? As one of my mentors, Zig Ziglar, said the best? The more helping other people get what they want, the most? Ll get what you want. So, be grateful that the customers get angry snaps awake, and presents an interesting challenge is psychological and often grateful and your most loyal customers, if you have suggestions for dealing with difficulties Customer1. No matter how angry or unreasonable, your customers, your last three objectives are: √ Calm them; √ communicate their understanding of the complaint or problem and empathy, and they leave or hang up √, thanks you.2. How can I do this? √ Smile (not deep, trust me, people can truly say) response, such as the telephone or in person to greet customers √ Brand enthusiastic (and your organization, if the customer calls in), for example? Hello, my name is Mary? We look forward to welcoming you again XXX company today! How can I help you? Once? Ve said that the reason for his visit, it is important that:? Let them know that you personally with their complaint? Apologize and acknowledge their feelings? Sympathy and make it similar? Get ready to help, ask questions and provide personal care? The voice? S is a normal band, not strong? Slow your speech a little ', and to reduce the pace? Have immediate calming effect and the place where you take control of the conversation in a non-threatening. Note: Your name: then use it! It is the sweetest word (s) in any language? but make sure you ask the correct pronunciation, if you? still not sure! √ Give your attention is? already unhappy, why not? t is even worse, giving them the feeling that you? not really new? it? ? for example, don? t look around? Keep your eyes on it, not the noise of documents, answering other calls, etc. √ listen and take notes: The vast majority of customer complaints are legitimate? This should be done in any event, the first assumption. Write important information to ensure the accuracy with which is basically the problem for the customer to repeat themselves and make it easier for you to see the situation is another, if necessary. √ echo key in this is a long way in reassuring the customer and ensure that we die? Heart? Their complaint? ? the question behind the question. √ Fill a resolution (A big question is: What is the best solution for you?) √ has produced (remember when? Resuming contacts employees are not allowed to offer a solution to break the process here?) √ Thanks for your call or visit them, we apologize for any inconvenience? ve experience and let them know that you work hard every day to ensure that every customer is a delightful, and will continue to do so. √ update their clients to take account of your conversation and the resolution to ensure that other employees can be up to speed, if necessary. In addition, make sure you deal with on the other? Solve? within 24 hours! This is the key! 3!. Put customers ProspectiveUnhappy stress can lead to stress, but? It is important to remember that their anger is not personal. They are angry with a problem, not you. Sometimes just the mouth. If you suspect this is often a good idea to let them go to a bit.4. Useful phrases for use √ How can I help you? √ Thank you for your patience and cooperation √ Sir, could explain the situation and thus help to solve this problem? √ I'm so sorry to hear that? I don? T debts were frustrated. I think it would be too much? √ rental? S together to solve this problem, are we? √ I see why you feel so? √ I see what you mean? √ This is worrying? √ understand how this must be frustrating for you and thank you for your patience? 5th Expressions must be avoided at all costs √ Our policy is? √ Calm down! √ What? And the problem? √ That? It is not our fault! √ I? T help if my staff was rude? √ I? M not to repeat this time? √ Listen to me? √ I? t? √ Why not? you adequately? √ There is nothing I can do? Challenge: What is the best and / or comment is worse? I received from a representative? 6. Ways to stay cool √ Tell you is useless to another person to ruin the day, so do not? T let this happen. √ Remember that you? King and professional know-how to deal with this situation in this way. √ If you want to solve the problem quickly, don? t throw gasoline on the fire? √ Understand how you? ll feel when you look back with pride on how you difficult7. ANGER We have some customers use? Bullying? as an instrument of intimate others personally and professionally. Whatever the reason? You fool the world? they can use for excuses? again?. This type of interaction, although rare, presents challenges, but added, if you know how to use them correctly, your stress is very diminished.No person should have to tolerate the behavior that caused by certain limits. Abusive language can be treated immediately with a company? Mr / Ms Smith, excuse me, I want to help you, but I can not afford to be unprofessional language. Almost always, this translates into a apology.Using the client? Name and, where appropriate, formal title increases the chance of this working group. If this is not the case, the person passes, on ice, or a detailed explanation of how? I? M sorry, this can not be continued. Period.Any case, so far, harassing and / or threats of violence should be extended to other employees or supervisors and / or maintenance authorities.Bottom Line: Your loyal customers are always those who had a problem that is solved to their satisfaction and not the client who has never had a problem! This is a very important difference! Mary Eule specializes in helping small and medium-sized businesses get and keep profitable customers. Previously, Fortune 500 marketing executive, founder of small business success, and two award-winning speaker, Ms. Eule is President of Strategic Marketing Advisors, LLC. and co-author of a new book, "Mandatory Marketing: Small Business Edition." He has a degree in Joualism / English from the University of Maryland and received his Master's degree in Marketing from Johns Hopkins University. Log in to your website: free articles, newsletters and useful marketing tools, tips and templates? and / or purchase of the book.