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Premium member Presentation Transcript HOW TO HANDLE DIFFICULT & ANGRY CUSTOMERS: HOW TO HANDLE DIFFICULT & ANGRY CUSTOMERS www.technocratplasma.com For FUTURE GROWTH: For FUTURE GROWTH Raise YOUR Standards Change YOUR (Limiting) Beliefs Change YOUR STRATEGY www.technocratplasma.com Rising Expectations: Rising Expectations Over the past 20 years or so, customer expectations are rising steeply, especially in terms of product quality/service . 2 types of expectations : Value of Money Meets Customer Needs-Every Time Impact on Satisfaction Levels can be measured by Lost sales/ Complaints /Feedback www.technocratplasma.com WHY Customer is ANGRY or becomes DIFFICULT: WHY Customer is ANGRY or becomes DIFFICULT It is never very pleasant dealing with an angry customer but most people get angry for a reason. Mostly it is because your organization fault or someone in it has done or not done something to make them angry. www.technocratplasma.com What is Service?: What is Service? Customers in a restaurant want more than a meal Guests in hotels want more than a room C ustomer wants more than just the product or service that is offered-they also want to be treated well Client in a transaction wants more than a settlement. Intangible-human side of an organization www.technocratplasma.com Service Winners……: Service Winners…… Those with a positive attitude and a cheerful outlook Those who can allow customers to be right (even on the occasions when they are not) Those who genuinely enjoy working with and for other people Those with the ability to put the customer on “ centre stage” Those who view their job primarily as a human relations profession. www.technocratplasma.com Good Service to Customer is: Good Service to Customer is Knowing Someone wants to Help them Knowing that Someone cares Having a Positive Response Able to get what they really want and probably more Quick, Efficient and Reliable www.technocratplasma.com Cold Hard Facts: Cold Hard Facts 4% of Dissatisfied Customers COMPLAIN Others (96%) never DO nor RETURN A dissatisfied customer tells up to 20 people about their unresolved problem Customers who had satisfactory resolution will tell 8-10 people about their positive experience. www.technocratplasma.com Customers Stop doing Business because: Customers Stop doing Business because 2% Staff-Lacked Knowledge 1% Others- (moved away, gave business to friends or family members) 15% Dissatisfied with the Product/Service 15% too expensive 20% Lack of personal Contact or Follow-up 47% Poor service www.technocratplasma.com Statistics: Statistics 80% of a company’s interaction is with its customers through customer service 92% of customers form their opinion about a company based on the customer Centre 68% of customers will switch brands based on a poor service experience It costs up to 20 times more to acquire a new customer than to keep a customer And, to compound the problem, customer service interactions are increasing by as much as 30% year over year. www.technocratplasma.com Obstacles to Winning Difficult Customers: Obstacles to Winning Difficult Customers Feeling of Lack of trust Lack of Self-Confidence Assuming you already know it all Jumping to Conclusions-Bad Listener Not valuing diverse opinions Weak Speaking skills Weak Listening skills Weak Questioning skills Weak Presentation skills Weak Personality www.technocratplasma.com Important Qualities: Important Qualities MINDSET-Open and Approachable EMOTION CONTROL Positiveness BODY LANGUAGE Listening Speak less but RIGHT LANGUAGE Assertiveness Persuasive Power www.technocratplasma.com PowerPoint Presentation: Negative words or phrases Positive words or phrases I don’t know I’ll find out No What I can do is….. That’s not my job This is who can help you…. You’re right, it’s awful I understand your frustration That’s not my fault I’m sorry You want it when? I’ll do my best I suppose I can With all due respect I will www.technocratplasma.com Key Factors: 3 C’s: Key Factors: 3 C’s Clarity Confidence Certainty www.technocratplasma.com Effective Communication Face 2 Face: Effective Communication Face 2 Face www.technocratplasma.com Reading Client’s Body language: Reading Client’s Body language Become aware of customer’s body language signals in reading his concerns and bringing the sale to the point of commitment. Pay appropriate attention to all the signs and signals that are continuously being sent as you present with your offer www.technocratplasma.com Customer Handling process: Customer Handling process Listen Acknowledge/Empathize Ask questions Summarize Answer the Request/Complaint Confirm Agreement Assure CUSTOMER CONCERNS will be addressed www.technocratplasma.com Funneling Technique: Funneling Technique Art of Listening Art of Questioning Art of Writing www.technocratplasma.com Tips for Effective Communication: Tips for Effective Communication Be Friendly Think before you speak Be clear Don’t talk too much Be yourself Practice humility Speak with confidence Focus on your body language Be concise Learn the Art of Listening www.technocratplasma.com Personal Touch!: Personal Touch! Are you able to do this? People buy from People they like. So are you able to connect emotionally? Can you make the buyer feel Comfortable? This makes a lot of Difference “If you don’t genuinely like your customers, chances are they won’t buy.” -Tom Watson www.technocratplasma.com How to defuse anger and Resistance from Difficult Customers: How to defuse anger and Resistance from Difficult Customers www.technocratplasma.com PowerPoint Presentation: 1. Do use “ I apologize ” , it sounds more Assertive than “ I’m sorry”. 2. Don’t give people the run around Whether an employee or the owner, who ever speaks to the customer regarding the complaint, he/she is responsible for it . Don’t bounce callers 3. Listen 101% -if you listen carefully, you will find common ground and agree with at least 1% they have said, it makes the customer feel better. 4. Listen Positively and Empathize Use comments like “I know how frustrating these delays can be” or “You must have been very upset to find that fault in the product” www.technocratplasma.com 5. Some WORDS you must never say to a complaining customer: 5. Some WORDS you must never say to a complaining customer Problem - “What’s the problem?” or “What’s your problem?” instead say “How can I help you?” or “Explain to me what happened?” Complaint -negative word to use when dealing with difficult customers, instead say “Please tell me what happened” or “What’s the situation?” You have to…..You will have to -emotive phrase if the customer is angry. Instead use “Could I ask you to put that in writing, Mr. ……? www.technocratplasma.com PowerPoint Presentation: You must appreciate - “I don’t have to appreciate anything, particularly when it is done to suit your organization and not me, the customer” Obliging the customer for buying your product or service-wrong customer language There’s nothing I can do -always tell people what you can do, instead say “Let me check on that and get back to you” and always mention when you will get back. It shows the company’s care/value for their customers. He’s out at the moment -take a message or ask if someone else can help at the moment. Customer should not feel that you are blocking him from someone or else he feels uncomfortable. www.technocratplasma.com PowerPoint Presentation: 6. Offer possible solutions -if you seek their input, you increase the chance of coming to a win-win situation . 7. Give them the final choice-gives the customer a choice of decision to make 8. Show the customer you are “ on his side ” 9. Always Thank the customer -for bringing the issue to your attention 10. Follow through- don’t lie and don’t promise anything you can’t do and the speed is also important www.technocratplasma.com 11. PLEASE DON’T : 11. PLEASE DON’T Interrupt when they are really angry Be patronizing Jump to conclusions Argue or show your irritation/frustration Lose your temper Blame others Use the customer’s name too many times when angry Mislead the customer Take it personally Blame the customer Control the customer Say “calm down” www.technocratplasma.com 12. PLEASE DO: 12. PLEASE DO Be quiet and listen Take notes-but not too many if face-to-face remember to keep that eye contact Show empathy when Listening or Replying Ask the RIGHT questions to clarify the details later on Confirm with the customer that you understand the nature of the problem Tell the customer what you propose to do to put things right KEEP your promise-Make sure you do what you promise www.technocratplasma.com What if the customer isn’t right?: What if the customer isn’t right? Consequence Technique-state where you stand but show you are still interested in the customer’s opinions and feelings Get your inner voice RIGHT Get the body language POSITIVE Listen actively at all the TIME Don’t interrupt or try to reason with them-let the customer have his head of steam Restate/Summarize the situation to show your understanding www.technocratplasma.com PowerPoint Presentation: www.technocratplasma.com You do not have the permission to view this presentation. In order to view it, please contact the author of the presentation.