angry-customers- technocrat-plasma

7/29/2019 Angry-Customers- Technocrat-Plasma

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HOW TO HANDLE

DIFFICULT & ANGRYCUSTOMERS

www.technocratplasma.com


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For FUTURE GROWTH

Raise YOUR Standards

Change YOUR (Limiting) Beliefs

Change YOUR STRATEGY

http://www.technocratplasma.com/http://www.technocratplasma.com/


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Rising Expectations

Over the past 20 years or so, customer

expectations are rising steeply, especially in

terms ofproduct 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

http://www.technocratplasma.com/http://www.technocratplasma.com/


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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.



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What is Service?

Customers in a restaurant want more than ameal

Guests in hotels want more than a room

Customer wants more than just the product orservice that is offered-they also want to betreated well

Client in a transaction wants more than asettlement.

Intangible-human side of an organization



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Service Winners

Those with a positive attitude and acheerful 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 oncentre stage

Those who view their job primarily as ahuman relations profession.



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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



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Cold Hard Facts

4% of Dissatisfied Customers COMPLAIN

Others (96%) never DO nor RETURN

A dissatisfied customer tells up to 20 peopleabout their unresolved problem

Customers who had satisfactory resolution will

tell 8-10 people about their positiveexperience.



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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



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Statistics

80% of a companys interaction is with itscustomers 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 newcustomer than to keep a customer

And, to compound the problem, customer serviceinteractions are increasing by as much as 30%

year over year. www.technocratplasma.com


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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


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Important Qualities

MINDSET-Open and Approachable

EMOTION CONTROL

Positiveness

BODY LANGUAGE

Listening

Speak less but RIGHT LANGUAGE

Assertiveness

Persuasive Power



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Negative words or phrases Positive words or phrases

I dont know Ill find out

No What I can do is..

Thats not my job This is who can help you.

Youre right,its awful I understand your frustration

Thats not my fault Im sorry

You want it when? Ill do my best

I suppose I can

With all due respect I willwww.technocratplasma.com


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Key Factors: 3 Cs

Clarity

Confidence Certainty



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Effective Communication

Face 2 Face

7%

38%55%

Communication

Verbal Vocal Visual



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Reading Clients Body language

Become aware of customers 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



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Customer Handling process

Listen

Acknowledge/Empathize

Ask questions

Summarize

Answer the Request/Complaint

Confirm Agreement

Assure CUSTOMER CONCERNS will beaddressed



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Funneling Technique

Art of Listening

Art of Questioning

Art of Writing



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Tips for Effective Communication

Be Friendly

Think before you speak

Be clear

Dont talk too much

Be yourself

Practice humility

Speak with confidence Focus on your body language

Be concise

Learn the Art of Listeningwww.technocratplasma.com


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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 dont genuinely like your customers,chances are they wont buy.

-Tom Watson



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How to defuse anger and Resistance

from Difficult Customers


1 D I l i it d A ti


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1. Do use I apologize , it sounds more Assertivethan Im sorry.

2. Dont give people the run around

o Whether an employee or the owner, who everspeaks to the customer regarding the complaint,he/she is responsible for it.

o Dont bounce callers3. Listen 101%-if you listen carefully, you will findcommon ground and agree with at least 1% they havesaid, it makes the customer feel better.

4. Listen Positively and Empathize

o Use comments like I know how frustrating thesedelays can be or You must have been very upset

to find that fault in the productwww.technocratplasma.com


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5. Some WORDS you must never say to

a complaining customer

Problem- Whats the problem? or Whats your

problem? instead say How can I help you? or

Explain to me what happened?

Complaint-negative word to use when dealingwith difficult customers, instead say Please tell

me what happened or Whats the situation?

You have to..You will have to-emotive phrase ifthe customer is angry. Instead use Could I ask

you to put that in writing, Mr. ?


Yo m st appreciate I d t h t i t


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You must appreciate- I dont have to appreciateanything, particularly when it is done to suit yourorganization and not me, the customer

Obliging the customer for buying your product orservice-wrong customer language

Theres nothing I can do-always tell people what

you can do, instead say Let me check on that andget back to you and always mention when you willget back. It shows the companys care/value fortheir customers.

Hes out at the moment-take a message or ask ifsomeone else can help at the moment. Customershould not feel that you are blocking him fromsomeone or else he feels uncomfortable.


6 Off ibl l ti if k th i i t


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6. Offer possible solutions-if you seek their input, you

increase the chance ofcoming 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-dont lie and dont promise

anythingyou cant do and the speed is also important



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11. PLEASE DONT

Interrupt when they arereally angry

Be patronizing

Jump to conclusions

Argue or show yourirritation/frustration

Lose your temper

Blame others Use the customers name

too many times whenangry

Mislead the customer

Take it personally

Blame the customer

Control the customer Say calm down



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12. PLEASE DO

Be quiet and listen

Take notes-but not toomany if face-to-faceremember to keep thateye contact

Show empathy whenListening or Replying

Ask the RIGHTquestions to clarify thedetails later on

Confirm with thecustomer that youunderstand the natureof the problem

Tell the customer whatyou propose to do toput things right

KEEP your promise-Make sure you do whatyou promise



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What if the customer isnt right?

Consequence Technique-state where you standbut show you are still interested in thecustomers opinions and feelings

Get your inner voice RIGHT Get the body language POSITIVE

Listen actively at all the TIME

Dont interrupt or try to reason with them-letthe customer have his head of steam

Restate/Summarize the situation to show your

understanding www.technocratplasma.com


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