When was the last time you encountered a frustrated customer? What was your strategic step-by-step approach for talking them off the proverbial ledge?
I fear most wing it on their alleged good people skills, keeping their fingers crossed that the spoon full of sugar will be the cure-all. Luckily, upset customers are few and far between, but the sting of disappointment often overshadows every other happy customer you've encountered for the day. While most of the clients I train are business-to-business (manufacturing, distribution, etc.) these same principles apply no matter the industry. Wherever you go, people are people.
Phrase 1: "Thank you for letting us know, we can't fix what we don't know about.”
When a customer is upset this should be the very first phrase you use. I often refer to the book A Complaint is a Gift by Janelle Barlow in training. The idea of thanking a customer for complaining or being difficult is a pattern interrupt. Even the most irate customers tend to apologize for their antics. More importantly it helps shift the way complaints are viewed within the company. No need to get emotionally hooked if you choose to see complaints as a good thing. After all, only loyal customers complain.
Phrase 2: "How can we make this right and easy for you?"
Sometimes companies make the mistake of trying to solve too quickly. Customers may already know what they want you to do about it. Too often organizations jump to discounting which isn't necessary. Rather than hoping your solution makes them happy, simply ask them. The customer's response may not be realistic but at least you have a starting point. No matter the solution it must be easy for the customer.
Phrase 3: "Tell me more about that."
Many times the first problem a customer brings you isn't the real problem. You have to play detective, doctor, and therapist all at once, and get to the bottom of the true issue. If you don't, you may be guilty of solving the wrong problem...oops! The key is staying calm and being genuinely curious.
Phrase 4: "Here's what I'm going to do next..."
Customers ultimately want to know someone is going to handle their issue. Apologizing isn't enough. If you know another department (sales, shipping, etc.) is at fault for your customer's dissatisfaction resist the urge to finger point or blame. Your customers don't care whose fault it is. It's the company's fault, and whoever fields the complaint is in charge of doing something about it.
Internal customer service is just as important as external. If there is dysfunction between departments, your clients know it. These four magical phrases are only as effective as the attitudes, behaviors and techniques consistently utilized within an organization. Words without action are about as useful as a screen door on a submarine...better plug your nose.
At Sandler Training, Trustpointe we teach our clients how to be professional communicators. To learn more about magical phrases, submarines, and curiosity contact Amy Woodall at 317-845-0041 or amy.woodall@sandler.com
“Cannon Ball!"
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