Ten tips for handling a challenging customer
“we must constantly strive to build our collective strength that comes from combined efforts and avoid the dangers of divided action”-H.E. President PauL Kagame
Whether the customer is right or wrong, they need to air complaint.How well you deals with your customers’ complaints will determine If they remain your customers or not. If you do not treat them withCare, you may lose them completely.
Step1: Adjust your mindset. It is your responsibility to make the customer happy by solving his problem, whether he is right or wrong.
Step2: Listen actively: Give 100 percent of your focus to what the customer is telling you, to his story.
Step3: restate the customer’s opening statement: Once the customer has had time to explain why he is upset, repeat his concerns so that you are sure that you’re addressing the right problem.
Step4: Display empathy and apologize: Make the apology even when it is the mistake of the of customer and apologize on behalf of the company-not yourself. Do not place blame on anyone.
Show him you understand why he is upset. Make sure that your body language and your voice tone communicate his understanding and empty
Step5: Remain composed: if your become, defensive will only make the situation worst. When you remain composed, the customer will begin to calm down.
Step6: Use Positive language: Focus on what you can do, not no what you can not do.
Step7: present a solution: if you know what to do, explain clearly to the customer how you will correct the situation. If you don’t know exactly what to do, apologize, tell the customer that you will do your best to find the right solution of him, or ask him to tell you what will make happy.
Step8: To make action and follow up: Once you have both agreed on a solution, you need to take action immediately. Explain every step that you are going to take to fix the problem to your client. Restore The Broken Relationship.
Step9: fix what needs to be fixed and use feedback: Your last step is to reduce the risk of the situation happening again. If you haven’t already done so, identify the root causes of the situation. Analyze what went wrong. Communicate the problem and solution to your colleagues.
Step10: Be proactive: Look for positive solutions to challenging situations. Do not wait to take action. Customers are anxious to resolve issues. Your genuine concern and upbeat willingness to take immediate action will be remembered longer than the negative feelings. Understand empowerment and apply it.
Source: the guide to outstanding customer care by na yombi.