Dealing with difficult people/Aftersales Cases: Difference between revisions
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[[Good/Exceptional Customer Care on the Telephone|<< Previous Article]] | [[Doing Your Part/Action Plan|Next Article >>]] | |||
- They aren’t responding as you would like | |||
- Their expectations are not met | '''Introduction''' | ||
Flashbay has an excellent Aftersales service. Please find the procedure under [[Aftersales and Order Troubleshooting]]. | |||
However if you find yourself in an Aftersales situation please be aware of the following points. | |||
== '''Why can some customers be "difficult"?''' == | |||
- They aren’t responding as you would like | |||
- You aren't responding as they would like | |||
- Their expectations are not met e.g. Artwork is incorrect/poor quality, order deadline has been missed, non-functional USB drives… | |||
=== What do they feel? === | === What do they feel? === | ||
- Rejection | - Rejection | ||
- Failure | |||
Only a few customers | - Humiliation | ||
- Lost of power | |||
'''Only a few customers, likely well below 5% of the individuals that you communicate with, are actually "difficult" to deal with - although they do tend to be the ones you will remember.''' | |||
=== What not to do? === | === What not to do? === | ||
- Get defensive or start arguing. | - Get defensive or start arguing. | ||
- Treat issues/problems as if they are trivial. | |||
- Never interrupt the customer. | |||
- Justify the problem or make excuses. | |||
- Accuse,blame or patronise customers. | |||
- Make offers to the customer without the written approval of our Aftersales Team. | |||
- Don't take the encounter personally or dwell on the negative experience. | |||
- Do not forget your communication skills or lose your sense of humour. | |||
== '''How to handle difficult customers''' == | == '''How to handle difficult customers''' == | ||
:1. Stop and think – don’t react on instinct | :1. Stop and think – don’t react on instinct. | ||
:2. Don’t take | |||
:3. Do take | :2. Don’t take the encounter personally. | ||
:4. Empathise | |||
:5. Listen | :3. Do take the caller seriously. | ||
:6. Avoid blame | |||
:7. Don’t over apologise | :4. Empathise with the caller. | ||
:5. Listen. | |||
:6. Avoid attributing blame. | |||
:7. Don’t over apologise or admit liability. | |||
:8. Do act assertively and show that you are in charge of the situation. | |||
=== Keep Calm === | === Keep Calm === | ||
Don't let | Don't let difficult exchanges get to you - maintain emotional distance and concentrate on listening non-defensively and actively. | ||
Customers may make disparaging and emotional remarks - don't | |||
Customers may make disparaging and emotional remarks - don't be provoked to respond in an unprofessional way. | |||
=== Empathise === | |||
Put yourself in the customer's shoes and try to see the situation from their side. | |||
Don't interrupt. | |||
Do not repeatedly urge them to calm down, this will have the opposite effect. | |||
Listen carefully. | |||
Remember that if someone is angry or upset, it is because that person feels injured in some way. | |||
=== Avoid blame === | |||
For example, don't say things such as ''Are you sure you understood the price and delivery date correctly?'' | |||
This will just ignite the anger once more because you are questioning the callers honesty and credibility. | |||
Don't blame the company or your colleagues and never use phrases such as: ''I’m not surprised your invoice was wrong. It's been happening a lot.'' | |||
Accept responsibility for finding the solution to problem, do not acknowledge responsibility for the problem itself. For example. if it appears that a mistake has been made with an order you might say something like "Mr X, I am sorry that there appears to have been an issue with your order. I will investigate the issue and do everything that I can to have this resolved - I appreciate how important this to you and I will provide you with an update by XX." | |||
'''It is important to say sorry but do so assertively!''' | '''It is important to say sorry but do so assertively!''' | ||
'''Give solutions!''' | '''Give solutions!''' | ||
[[Good/Exceptional Customer Care on the Telephone|<< Previous Article]] | [[Doing Your Part/Action Plan|Next Article >>]] | |||
Latest revision as of 17:40, 22 March 2013
Back to Customer Service Training Content
<< Previous Article | Next Article >>
Introduction
Flashbay has an excellent Aftersales service. Please find the procedure under Aftersales and Order Troubleshooting.
However if you find yourself in an Aftersales situation please be aware of the following points.
Why can some customers be "difficult"?
- They aren’t responding as you would like
- You aren't responding as they would like
- Their expectations are not met e.g. Artwork is incorrect/poor quality, order deadline has been missed, non-functional USB drives…
What do they feel?
- Rejection
- Failure
- Humiliation
- Lost of power
Only a few customers, likely well below 5% of the individuals that you communicate with, are actually "difficult" to deal with - although they do tend to be the ones you will remember.
What not to do?
- Get defensive or start arguing.
- Treat issues/problems as if they are trivial.
- Never interrupt the customer.
- Justify the problem or make excuses.
- Accuse,blame or patronise customers.
- Make offers to the customer without the written approval of our Aftersales Team.
- Don't take the encounter personally or dwell on the negative experience.
- Do not forget your communication skills or lose your sense of humour.
How to handle difficult customers
- 1. Stop and think – don’t react on instinct.
- 2. Don’t take the encounter personally.
- 3. Do take the caller seriously.
- 4. Empathise with the caller.
- 5. Listen.
- 6. Avoid attributing blame.
- 7. Don’t over apologise or admit liability.
- 8. Do act assertively and show that you are in charge of the situation.
Keep Calm
Don't let difficult exchanges get to you - maintain emotional distance and concentrate on listening non-defensively and actively.
Customers may make disparaging and emotional remarks - don't be provoked to respond in an unprofessional way.
Empathise
Put yourself in the customer's shoes and try to see the situation from their side.
Don't interrupt.
Do not repeatedly urge them to calm down, this will have the opposite effect.
Listen carefully.
Remember that if someone is angry or upset, it is because that person feels injured in some way.
Avoid blame
For example, don't say things such as Are you sure you understood the price and delivery date correctly?
This will just ignite the anger once more because you are questioning the callers honesty and credibility.
Don't blame the company or your colleagues and never use phrases such as: I’m not surprised your invoice was wrong. It's been happening a lot.
Accept responsibility for finding the solution to problem, do not acknowledge responsibility for the problem itself. For example. if it appears that a mistake has been made with an order you might say something like "Mr X, I am sorry that there appears to have been an issue with your order. I will investigate the issue and do everything that I can to have this resolved - I appreciate how important this to you and I will provide you with an update by XX."
It is important to say sorry but do so assertively!
Give solutions!
