It was great to have so many people participating on the webinar! 250!
It was great to have so many people participating on the webinar! 250!
It’s really important to know how to calm down your customer quickly, get to the root of their problem, solve it, and nourish the relationship for next time.
If you’ve had a chance to look at my book, The Customer is Bothering Me, you’ll get this all laid out for you, but there’s four key steps.
1) Treat the Emotion First
Most people cannot do these two things at the same time; they can’t be upset and be logical. If you’ve got a customer that’s upset and you try immediately to solve their problem, they probably won’t co-operate because they’re busy being upset and they need you to understand that. So treat the emotion first.
The key is to meet your customer where he or she is. My strategy may seem a little silly because most people are taught to stay calm. But if you think about it, when you are upset about something and the person you are speaking to stays calm, and doesn’t acknowledge either verbally or in their tone of voice that you are upset, it can feel like they are not really hearing you.
Instead, I suggest that when your customer becomes upset about something and they raise their tone that you raise your tone to almost the same level, but you say something helpful and we call that getting upset on behalf of your customer.
This is not the same as yelling at your customer. Step number one is to get upset on behalf of your customer, show them that you are surprised and upset with them. If you don’t sound like you’re surprised when they are upset, your customer may believe that this problem is normal, you don’t care, this happens all the time and your whole company doesn’t care about what happens. Remember, everything you do determines what your customer believes about your whole company. So for step one, treat the emotion first.
Click here to find out more about how to match your customer’s tone, and what kinds of things you can say that will be helpful.
2) Clarify What the Customer Actually Wants and Take Action
Whether or not you agree that it’s a problem, if the customer thinks it is a problem, we need to sort out what it is they need. You can suggest two options here that will solve their problem. In my book, The Customer is Bothering Me, there is more information on exactly the wording to use with upset customers.
It is important to make a suggestion at this point, as if you ask the customer “How would you like me to fix this?”, they may become angry again since they will be expecting you to be the expert and to know what to do to fix the issue. So step two, clarify what the customer wants and take action.
3) Make Amends
Many people don’t think about this, but if your customer is upset, to him or her it is as if they have been hurt. So our third step is to make it up to them. It is not enough simply to say, “Well I’m sorry”. Remember when you were a child and your parents told you to say you’re sorry, your siblings knew you weren’t really sorry. Your upset customers know you are not really sorry either. So what can you do to make amends? Does your company have a policy so that the person actually dealing with the upset customers can make amends right on the stop without having to ask for permission? So step three, make amends.
4) Nourish the Relationship for the Future
Make sure that you communicate to your customer so that whenever they contact your company again for any reason, that you have set them up for a positive experience. You can do that by saying, “Listen, any one of my colleagues will help you find what you want and if there are ever any issues, we’ll do whatever it takes do to solve it. We are your personal fix-it people”. Make sure they can see a picture in their mind’s eye of how it will be next time, (such as “fix-it people”) That’s how to nourish the relationship for next time.
If you want more information on strategies for dealing with customers and creating a great customer experience, check out my book, The Customer is Bothering Me, available as an EBook or available in paperback form.
Hope you enjoyed this. Let me know if you got any great ideas from Shelle’s Top Tips.
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As you may or may not be aware Shelle is in the air on her way to India to deliver a Words that Change Minds LAB Profile Practitioner training. That in itself is incredible after the series of problems she encountered obtaining her Visa last week.
She would like to share an audio clip describing the best and worst customer service day ever.
Here’s what happened.
Marketing Manager, Success Strategies
I’m so excited that it’s finally done. Find out more at www.TheCustomerisBotheringMe.com
This book is based on my Words That Change Minds Power Principles:
Everything you do influences the emotional state of your customer. Everything you do determines what the customer believes about your company.
Shelle Rose Charvet
“Shelle has a very charismatic presentation style, and has the ability to make her work tangible and relevant. She displays confidence and passion, and shows a high level of professional expertise. It has been a pleasure working with Shelle.”
“The LAB Profile® trainer program with Shelle has been incredibly valuable for me as trainer and consultant. I used it immediately back in my work, setting up several successful programs and promoting more effectively. So what came out of it? Awesome customer feedback, new business opportunities and a great reputation as an expert in LAB Profiling.”
“A very worthwhile experience. I liked taking the time to step outside the normal business activities, learn and understand some new skills and assess my own behaviour patterns and determine where they can be improved to become a better communicator.”
“I really enjoyed the LAB Profile® Online Program. It made the learning so much more accessible. Watching the videos made me feel as if I was attending an actual live session and the format was very interactive and inclusive.”
Thank you most sincerely for addressing our conference in Dublin yesterday. We have received fantastic feedback from the delegates.
Very motivating and intensive program. I adore Shelle’s style in presenting, her sense of humour and energy flow.
“Shelle, the influencing tools you present, work. You use what you teach. You demonstrate how to reach rapport with people and give my group tools that help them deal with difficult people.”
This program has helped me find my “niche” and audience, make optimal use of LAB Profiles in marketing and the way I address topics to my potential clients in their appropriate way & style. Many thanks, Shelle! I gained a lot of precious insights and enjoyed the training very much!
I consider Shelle to be a genius in how to motivate people using language. Unlike traditional motivational speakers who only appeal to a narrow, “approved” band of human motivation. Shelle incorporates it all.
“I learned of Shelle purely by accident. I was rooting through a box of books at a garage sale when the bottom of the box gave way and “Words That Change Minds” fell out. The book was in quite poor condition and had been personalized by the previous owner. I bought it, read it, then bought myself a new copy a few months ago, which I personalized and I’m still re-reading it continuously and gaining new insights each time.”