dealing with customer issues

8/7/2019 Dealing with Customer Issues

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Dealing With Customer Dealing With Customer

IssuesIssues Agricultural Education Instructor: Agricultural Education Instructor:



to meet all of your to meet all of your agriculturalagricultural

needs!needs!

Welcome to ___________ Welcome to ___________

(fill in the blank) Store!(fill in the blank) Store!



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http://www.csun.edu/brucelammers/marketinghumor/dilbert_customerservice.jpg



Grand Intentions Story as told by Jeff Mowatt, author, in an article ³Grand Intentions

to Greater Sales´ taken from his book Becoming a Service Icon in 90 Minutes a

Month, located at:http://www.jeffmowatt.com/articles/grandintentions.html

)

³Here¶s a powerful lesson about selling from a 15

year old. My wife and I had just picked up a dog

from the humane society. On the way home, we

stopped at a pet store to pick up some dog food, a

dish, and a leash. I'm figuring this stop will take eight

minutes. That was before we met the store's

teenaged employee, "Tina.³

"Anything in particular you're looking for?" Tina

asked. My wife replied that we'd just picked up a

dog from the SPCA and needed a few supplies.



The teenager's response: "Really? You adopted ! That is so

sweet. You know, I'm working here because this is more

than just a job to me. I'm doing this because I love

animals. So, no matter where you buy your pet supplies

from, I want to make sure that we get all of your questions

answered, so that your little dog gets the best possible

care."

I glanced over at my wife and notice that she's looking at

Tina with the kind of expression that says, "You- are- a-

child- of- God- who- this- world- needs- more- of- and- of-course- we're- going- to- buy- all- of- our- pet- supplies-

here- and- let's- not- even- discuss- anything- as- petty- as-

price."

Fifty-eight minutes later, I'm pushing a cart out the door

with over two hundred dollars worth of pet supplies. The

dog was only seventy five.´



Consistently telling customers that YOU (the employee) care

about THEM (the customers) and their problems!

³Grand Intention© ´: Expressing to customers that you

understand:

1. Their immediate needs

2. Their larger desire

³Grand Intentions© also work to:

1. Connect on a personal level with customers

2. Enhance trust and cooperation with customers AND

other employees



Story as told by Jeff Mowatt, author, in an article ³³Keeping Customers When Things

Go Wrong Five keys to turning upset customers into fans´ taken from his book

Becoming a Service Icon in 90 Minutes a Month, located at:

http://www.jeffmowatt.com/articles/keepingcustomers.html)

³When it comes to dealing with dissatisfied customers, most

businesses believe that money back guarantees and/or

exchange policies will fix the problem.

Lousy strategy:Lousy strategy: Money back guarantees andexchanges may fix the problem, but they do nothing to

fix the r elationship.



³On the other hand, by applying just a few critical people

skills, front line employees can create such positive

feelings -- for both themselves and their customers, that

an upset customer will become even more loyal. They'll

be transformed from being a critic of your organization to

becoming an advocate. Here are 5 key strategies:´

³Inadequately trained front line employees chase away

repeat customers and referrals, spread damaging word-

of-mouth advertising, and become frustrated and de-

motivated because they're constantly dealing with upsetcustomers.´

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Key #1:Key #1: Focus on Concerns vs. ComplaintsFocus on Concerns vs. Complaints

No one likes to hear customers complainNo one likes to hear customers complain

To prevent this defensive mindset, learn to treatTo prevent this defensive mindset, learn to treat

customer complaints as concerns:customer complaints as concerns:

Customers who express concerns are helping you:Customers who express concerns are helping you:

Stay SharpStay Sharp

Be CompetitiveBe Competitive

Become SuccessfulBecome Successful

Focusing on customer concerns vs. complaintsFocusing on customer concerns vs. complaints

immediately shifts negative situations into ones thatimmediately shifts negative situations into ones that

are:are:

PositivePositive

HelpfulHelpful

ProductiveProductive



Key #2:Key #2: Empowered FrontEmpowered Front--Line EmployeesLine Employees Customers won¶t become upset if frontCustomers won¶t become upset if front--lineline

employees are empowered to make reasonable onemployees are empowered to make reasonable on--thethe--spot decisionsspot decisions

This empowerment requires TWO important factorsThis empowerment requires TWO important factors TrainingTraining

Make sure as an employee you are trained to make onMake sure as an employee you are trained to make on--the spotthe spotdecisionsdecisions

TrustTrust Your employer must TRUST youYour employer must TRUST you ± ± they must believe that youthey must believe that you

will make the best decision possible for their business and for will make the best decision possible for their business and for the customer the customer

Businesses don¶t get customers for free.Businesses don¶t get customers for free.

They EARN customers by making sure that all frontThey EARN customers by making sure that all front--

line employees are empowered with online employees are empowered with on--thethe--spotspot

decisiondecision--making abilities.making abilities.



Key #3:Key #3: Prove that you¶re listeningProve that you¶re listening

When a customer is voicing their dissatisfaction:When a customer is voicing their dissatisfaction: STOP whatever you¶re doingSTOP whatever you¶re doing

Turn towards themTurn towards them Give them an expression of total concern.Give them an expression of total concern.

LISTEN without interruptingLISTEN without interrupting

Then: PROVE you¶ve heard them!Then: PROVE you¶ve heard them! Repeating:Repeating:

Repeat what the customer said.Repeat what the customer said.

Tell them WHY you¶re repeating them ³I want to make sure I understandTell them WHY you¶re repeating them ³I want to make sure I understandwhat you¶re sayingwhat you¶re saying ± ± this is what I heard you say _________________́this is what I heard you say _________________´

ParaphrasingParaphrasing Restate what the customer saidRestate what the customer said So what you¶re telling me is ____________________´So what you¶re telling me is ____________________´

Repeating & Paraphrasing lets the customer KNOWRepeating & Paraphrasing lets the customer KNOW

that you truly understand the problem.that you truly understand the problem.



Student 1:

I can¶t believe that you ordered the wrong part! Now I can¶t

fix my tractor, the crops are starting to wilt from the drought,and a hail-storm is supposed to hit tomorrow. Why can¶t

you do your job right? Now I¶m going to lose thousands of

dollars in ruined crops because you weren¶t smart enough

to order the right part! Now I¶ll have to wait another week

for the RIGHT part to come in!

Student 2:

Let me make sure I understand you correctly. You¶re upset

because without this part you won¶t be able to fix your

tractor, and you¶re concerned about getting the crop

harvested before the storm.



Key #4:Key #4: Express Sincere EmpathyExpress Sincere Empathy

Virtually EVERY upset customer feels frustrated becauseVirtually EVERY upset customer feels frustrated becausethey didn¶t get what they expectedthey didn¶t get what they expected

It¶s THAT simpleIt¶s THAT simple

Whether or not they have a valid reason for feelingWhether or not they have a valid reason for feelingfrustrated is completely irrelevant.frustrated is completely irrelevant.

Upset customers need to know that you careUpset customers need to know that you care You care about their problemYou care about their problem

You care about their frustrationYou care about their frustration

Empathize with themEmpathize with them Use phrases like, ³Gosh, that sounds frustrating.´ Or, ³I¶d feelUse phrases like, ³Gosh, that sounds frustrating.´ Or, ³I¶d feel

the same way if I were you.´the same way if I were you.´

Empathizing diffuses angry customers faster than anythingEmpathizing diffuses angry customers faster than anything

else you can do.else you can do.



Student 1:

You¶re absolutely understanding mecorrectly. . .

Student 2:

I¶m very sorry about the misunderstanding

and for ordering the wrong part; I¶d feel the

same way if I were you.



Key #5:Key #5: Apologize and Provide Extras. Apologize and Provide Extras.

Tell the customer, ³I¶m Sorry.´Tell the customer, ³I¶m Sorry.´ Even if it wasn¶t your fault.Even if it wasn¶t your fault.

You represent your business to that customer You represent your business to that customer ± ±apologize on behalf of the entire companyapologize on behalf of the entire company

Apologize even if you think it¶s the customer¶s fault Apologize even if you think it¶s the customer¶s fault Give the customer the benefit of the doubtGive the customer the benefit of the doubt

By erring on the side of the customer you will ensureBy erring on the side of the customer you will ensure

repeat and spinrepeat and spin--off business for many years to come.off business for many years to come.

If the product / service really fell short of the mark,If the product / service really fell short of the mark,give the customer a refund or exchange.give the customer a refund or exchange. Refunds & exchanges often aren¶t enoughRefunds & exchanges often aren¶t enough ± ±

Give customers something for their inconvenience,Give customers something for their inconvenience,including any small gesture or token of appreciationincluding any small gesture or token of appreciation



Student 1:

I just feel so frustrated. If I don¶t get this crop harvested,

I don¶t know what I¶ll do.

Student 2:

I am so sorry this happened. If you¶ll give me a few

minutes, I¶d be happy to contact a few people and see if I

can¶t find a supplier who can get you that part in the nextfew hours; that way you¶ll still have time to get your

tractor fixed, and get the crop harvested before the storm

hits. I¶d even be happy to send someone out to get the

part, and deliver it to your farm if that would be more

convenient for you.



Plumber dressed in an Armani Business SuitPlumber dressed in an Armani Business Suit

Lawyer presenting a case in court dressed in khakiLawyer presenting a case in court dressed in khakishorts and a tshorts and a t--shirtshirt

Waitress wearing too much makeup, sporting tattoosWaitress wearing too much makeup, sporting tattoosand body piercings while working in an upscale, fancyand body piercings while working in an upscale, fancyrestaurantrestaurant

A bartender in an alternative nightclub wearing a A bartender in an alternative nightclub wearing aconservative suit and tieconservative suit and tie

A ranch hand wearing skating shoes, baggy jeans, and A ranch hand wearing skating shoes, baggy jeans, anda fancy buttona fancy button--up shirtup shirt



Bizarr e Reason #1:Bizarr e Reason #1: You look differentYou look different

than expectedthan expected

Customers prefer doing business withCustomers prefer doing business with

individuals who meet their visualindividuals who meet their visual

expectationsexpectations

If you want to keep customers, dress in aIf you want to keep customers, dress in a

manner that customers expectmanner that customers expect

First Impressions may not be ³fair,´ but they areFirst Impressions may not be ³fair,´ but they are

the realities of the business world.the realities of the business world.

Employees are hired to take CARE of Employees are hired to take CARE of

customerscustomers ± ± not express their individualitynot express their individuality



Bizarr e Reason #2:Bizarr e Reason #2: You¶re hard toYou¶re hard to

understandunderstand

Customers don¶t want to strainCustomers don¶t want to strain

themselves to understand youthemselves to understand you

Speak the local language clearlySpeak the local language clearly

This concept has nothing to do withThis concept has nothing to do withdiscrimination based on ethnicdiscrimination based on ethnic

differences or nationalitydifferences or nationality

It has to do with basic communicationIt has to do with basic communication

skills that are essential to do the job.skills that are essential to do the job.



Bizarr e Reason #3:Bizarr e Reason #3: You ExaggerateYou Exaggerate

Don¶t exaggerate to tell the customersDon¶t exaggerate to tell the customerswhat they want to hear what they want to hear

If a task will take 15 minutes to complete, don¶tIf a task will take 15 minutes to complete, don¶tsay ³It¶ll only be 5 or ten minutes.´say ³It¶ll only be 5 or ten minutes.´

This is calledThis is called ³lying.´³lying.´

Customers hate lyingCustomers hate lying

Organizations that stay in business over Organizations that stay in business over the long term adhere to the agethe long term adhere to the age--old adage:old adage:

Under promise and over deliver Under promise and over deliver



Bizarr e Reason #4:Bizarr e Reason #4: You¶re IndiscreetYou¶re Indiscreet Customers don¶t want to wait while you finish aCustomers don¶t want to wait while you finish a

conversation with your friendsconversation with your friends Either in person, on the phone, or on InstantEither in person, on the phone, or on Instant

Messenger Messenger

Customers don¶t want to listen to you converse withCustomers don¶t want to listen to you converse withother coother co--workersworkers

They want to have their needs addressedThey want to have their needs addressedimmediately; not listen to your private conversationsimmediately; not listen to your private conversations

Employees often tell customers more than theyEmployees often tell customers more than theywant to hear want to hear When a customer asks you ³How are you?´, theyWhen a customer asks you ³How are you?´, they

don¶t really want to hear complaints. It¶s just adon¶t really want to hear complaints. It¶s just a

greeting.greeting.



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