It's the worst nightmare of customer service:
you pick up the phone and before you could even say 'Hello' tirade of curses and insults come pouring out of the handset such as howler from angry parents in the movie Harry Potter!
deluge continues in an endless stream of accusations, missed opportunities and unprecedented promises. Finally, the screaming stopped, however, eventually able to:
"Well, what do you do about it ?"
Well ... what do you do about it? Come on, your client is waiting for a solution, empathetic response to what is currently seen as apathetic (and maybe even pathetic) service delivery.
Good news: You have several options available to you ...
The bad news: They all involve a dialogue with a crazy person at the other end of phone lines ...
option number one
Just hang up, go for a beer and forget the entire conversation ever took place. I mean really, what's the worst that could happen?
Oh, right ne.Vrišti (by the way that your customer) will become even more enraged, and they will tell you all know how bad the service is to present a full page ad in the "delivery" and start swearing at your organization .
is not good ...
Option number two
Swear right back at them. Really show them whose boss, break your temporary insanity and go!
After all, who are on call and a break from the whiny excuses about how the services are not living up to their expectations? Did you even bother to read the instructions? Answer is right in plain English on page 392 of the instructions for use. Life is full of disappointments, so suck up princess! Get a life already!
It can be gratifying (heck, it felt good just to write!), But it will not get the customer back. In fact, it will result in them tell everyone they know how bad their service, presenting a full page ad in the "delivery" and start swearing at your organization.
is not yet well ...
This brings us to:
Option number three
I agree with them. Sympathize with them. Put yourself in their shoes and listen to what they really say.
Notice what I said? What are 'really' saying.
No stream of verbal diarrhea that has just come from the injection, but the real reason they are so uzrujan.Razlog all earthly excuse.
the reason for the emotional attachment.
Here's a simple exercise will help you to 'spot the reason. "(It's like Where's Waldo without a tacky striped sweater .)
screams
"I bought a crappy product and it was the worst rip off of my life! You said that he was going to improve the way I look, the way I smell and make me more attractive, but all this is my datiosip from head to my toes!
"if the doctor said the rash of poison oak, but I know that your product and it was so bad that I could not leave the house, so I could leave my home, I missed my sister's dance recital, and she still mad at me and would never forgive me!
"I paid $ 39.95 for this stuff, all he has done ..." (Some still ranting while breathless !)
You:
"AAARRRGGG!" (Use your inside voice !)
When the verbal deluge starts you need to keep driving and wait. Resist the urge to recite the policy and procedure, and instead try to actually connect with them on an emotional level.
Grab a pen and paper and start taking notes because it is somewhere in the stream of anger and disgust will be the one thing that can help to turn this nightmare into an opportunity.
and if you do it right, you can turn that person into lifelong customers. Maybe even a raving fan.
In the above example, did you spot the real problem, the problem with emotional attachment?
Is it a rash? Nope -. Not even close to
is the unrealized expectations of attractiveness? It is possible, but still there.
is that he missed his sister, dance recital? Getting warmer ...
is that his sister is angry and disappointed with him missing a recital and I can never forgive him? BINGO!
You are now a critical piece of information that this is about, really create a positive solution to what seemed like an impossible situation.
But how do you use the information? As the sound of compassion, not condescending in your answer?
You already know the answer - put yourself in their shoes. How would you feel if you disappoint someone you care about, because you were too embarrassed to leave the house?
would like to hear something like:
"I am very sorry that you missed your sister recital. I'm not sure if this is our product that caused the rash, but I'd offer you a full refund anyway, because we stand behind all our products."
But wait! It's not your fault you say? It is a poison oak? Why you should "lose" and give the money back for something that is not your fault?
Keep in mind that you can 'offer' a full refund. At no time up to this point you 'gave' them a refund.
You can put it on the table so that if it comes down to it, that to happily refund the money and become - at least in their eyes - and reasonable business deal. But it probably will not happen.
what have you done with the recognition of their emotional situation and offer a refund because they stand behind their services to disarm the customer. They are ready for battle! They start with the delivery of howler and had his wand out, ready for battle!
And the answer you were: beautiful, compassion, understanding, friendly
.you have your shit and do not let that phase. Therefore, you are shocked into submission, and you are both ready to begin a dialogue where you can calmly discuss the situation. You can now use their expertise to keep them as a customer and talk to them about ways that the service can help them live a fuller life.
When you connect with on an emotional level and reach a win / win solution (even if it means they return) you are on your way to creating real relationships with customers that ultimately lead to profitable relationships with customers .
Be empathetic to their situation and really listen to what they have to say, and screams can represent an opportunity to create loyal customers who will share their dreams with others and help grow your business.
, but hey, you can always hang up on them or yell right back. It's your call ...
0 comments:
Post a Comment