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== '''Why can some customers be difficult?''' ==
[[Customer Service Training|Back to Customer Service Training Content]]


- They aren’t responding as you would like<br />
[[Good/Exceptional Customer Care on the Telephone|<< Previous Article]]      |    [[Doing Your Part/Action Plan|Next Article >>]]
- Their expectations are not met <br />
 
- E.g. Artwork is wrong/bad, missed deadline, non functional…<br />
 
'''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 <br />
- Rejection
- Failure<br />
 
- Humiliation <br />
- Failure
- Lost of power<br />


- Humiliation


Only a few customers are actually difficult probably less than 5% of all the people that you deal with although they do tend to be the ones we remember.
- 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/argue <br />
- Get defensive or start arguing.
- Treat it trivially<br />
 
- Interrupt<br />
- Treat issues/problems as if they are trivial.
- Justify the problem<br />
 
- Accuse/blame them<br />
- Never interrupt the customer.
- Patronise them <br />
 
- Make excuses/apportion blame<br />
- Justify the problem or make excuses.
- Make unrealistic promises<br />
 
- Forget to keep them informed<br />
- Accuse,blame or patronise customers.
- Take it personally<br />
 
- Retaliate or seek revenge <br />
- Make offers to the customer without the written approval of our Aftersales Team.
- Forget your communication skills<br />
- Lose your sense of humour<br />
- Dwell on the negative experience.<br />


- Don't take the encounter personally or dwell on the negative experience.


=== Remember: ===
- Do not forget your communication skills or lose your sense of humour.
Don’t get defensive – keep calm watch your tone of voice<br />
Don’t apportion blame – customers want a solution they don’t care why it happened.<br />
Don’t accuse them of getting it wrong – You didn’t do XXX instead say misunderstanding or double check the instructions <br />
Don’t make unrealistic promises<br />
Don’t lose your sense of humour<br />
After a stressful call – if possible take a break to let the problem go otherwise you might carry it on to the next caller<br />




== '''How to handle difficult customers''' ==
== '''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.


:1. Stop and think – don’t react on instinct<br />
:7. Don’t over apologise or admit liability.  
:2.  Don’t take it personally<br />
:3. Do take them seriously<br />
:4. Empathise<br />
:5. Listen<br />
:6. Avoid blame<br />
:7. Don’t over apologise<br />
:8. Do act assertively<br />


:8. Do act assertively and show that you are in charge of the situation.




=== Keep Calm ===
=== Keep Calm ===


Don't let them get to you - Stay out of it emotionally and concentrate on listening non-defensively and actively. <br />
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 rise to the bait.
 
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.


=== EMPATHY ===
Don't interrupt.


Put yourself in the customer's shoes/try to see the situation from their side
Do not repeatedly urge them to calm down, this will have the opposite effect.  
Don't interrupt; don't urge him to calm down. Listen carefully. If someone is angry or upset, it is because that person feels injured in some way.


Listen carefully.


Remember that if someone is angry or upset, it is because that person feels injured in some way. 


=== AVOID BLAME ===


Don't say ''Are you sure you understood the price and delivery date correctly?'' <br />
=== Avoid blame ===
This will just ignite his anger all over again because you are questioning his credibility and truth telling.


And don't blame your company or your suppliers Never say: ''I’m not surprised your invoice was wrong. It's been happening a lot.''<br />
For example, don't say things such as ''Are you sure you understood the price and delivery date correctly?''  


Do acknowledge responsibility. E.g. if a mistake has been made, you can acknowledge it and apologize for it. ''Mr Brady, clearly there's a problem here with our performance. I can't change that, however let me see what I can do to get your order sorted because I can appreciate how important it is to you.''
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!


<< Previous Article | Next Article >>

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