One of the most challenging (and rewarding) aspects of any job is dealing with upset and angry customers. When mistakes and misunderstandings do happen, these tools will help you gain the cooperation of even the most difficult customer.
Jeff Mowatt's Influence with Ease® Training Tip #46
Upset Customers -- Don't Ask, "Why?"
When dealing with upset customers, blunders often occur when employees gather details. One of the employee's main roles is to show serious concern and to facilitate the customer's 'venting' of their frustration. That means asking the customer who, what, where and when the problem occurred. Unfortunately, too often, employees ask customers 'why?' Usually, the answer to a why question is that someone was stupid. That part of the event is better left unsaid. So, by all means ask the four "w"s, but avoid asking, 'why?'
This Influence with Ease® Training Tip is one of a series. For more information about the ordering the series, click here Influence with Ease® Training Tips.
Influence with Ease® Article
Keeping Customers When Things Go Wrong
Five keys to turning upset customers into fans
by Jeff Mowatt
Article at a glance: When attempting to resolve customer complaints, most business owners and managers believe the myth that money back guarantees and/or exchange policies will fix the problem. In reality, money back guarantees and exchanges may fix the problem, but they do nothing to fix the relationship. Policies don't fix relationships -- people do. To create true customer loyalty then, front-line employees need to be equipped with tools for repairing both the problem and the relationship.
Click here to read Keeping Customers When Things Go Wrong.
Influence with Ease® Article
10 Ways to Break It to Them Gently
Diplomacy tips that keep customers
by Jeff Mowatt
Article at a glance: The task of giving bad news goes with almost every job. Employees may have to inform their customers of a price increase, of a product being out-of stock, or that their children aren't allowed to use the company's coat racks for rappelling practice. Employees facing these scenarios worry that the customer could become defensive, offended, or worst of all -- simply take their business elsewhere. That's a scenario where everyone loses. Employees get stressed, absenteeism and turnover increases, and customer retention plummets. Fortunately, there is hope.
Click here to read 10 Ways to Break It to Them Gently.
Self-Study Training Kit
Profit Producing Customer Service
by Jeff Mowatt
The self-study kit that teaches you and your team everything you need to know about gaining customers -- and especially how to keep them.
Discover why there's such an important difference between a repeat customer and a loyal customer. This is the kit that equips you with the "experience skills" to create that loyalty. These tools not only work with customers -- they also help you to build more loyalty and trust in you personal relationships.
Plus, for those days when everything goes wrong, you'll discover ways to diffuse angry, upset and even abusive customers -- in person and on the telephone. Learn when you should and shouldn't involve management in customer concerns -- and how to deal with the matter constructively so that you maintain peace-of-mind, the customer gets what they really need and the company boost customer retention. In other words, everyone wins. Master these techniques and you'll have diplomacy skills that will serve you well both at work and in your personal life.
Click here for information about ordering the Profit Producing Customer Service training kit.
Self-Study Training Kit
How to Deal with Difficult People™
by Jeff Mowatt
Learn to deal appropriately with bullies, negativists, complainers, and people with 'attitudes.' Discover how to give corrective feedback that doesn't create resentment. With this self study kit, international speaker and writer, Jeff Mowatt takes the mystery out of gaining cooperation. You'll find innovative ways to be persuasive without being pushy.
Click here to find out more about How to Deal with Difficult People™ Self-Study Training Kit.
Live On-Site Training Programs
We'd be happy to bring a comprehensive training program on this topic to your organization. For detais, click Manager of Corporate Training.
