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
I enjoyed the program very much. A good mixture of teamwork and partner work, well structured. I love Shelle’s style, very authentic! Influencing in a very positive way. I’m motivated to stay in contact and learn more from Shelle.
“TRANSFORMATIONAL! Shelle models and lives what she teaches. Engaging, focused, timely. I can strongly recommend this experience to someone wanting to take their lives and work to another level.”
I want to take this opportunity to thank you for your opening keynote; it was one of the main talking points of the day. Your Blackberry comment certainly got more than a few people talking!
An excellent programme. It will help me to improve my relationships with friends and colleagues and understand them and their behaviour better. Our coaches were extremely helpful and supportive. We could not have had better.
Shelle, I loved your presentation and thought it would be great for our leadership teams!
“Since I completed the LAB Profile Consultant/Trainer program, the LAB Profile® has become THE centerpiece of my offering, I would say 75% of my business is training based on the LAB Profile® (sales, customer service, leadership/people management) and I´m constantly working on new applications …. My customers love it!”
“I was struggling on how to present information to a group of 75 people. Thinking about your program on how to motivate skeptical people, I realized I was planning on using TOWARDS, goal-oriented motivational language; when they really are motivated to move AWAY FROM problems. I switched my language and held their attention through out my presentation.”
“Extremely valuable learning both practically and personally. Great content, tone, and timing. What’s unique is her personal contact and constant attention. Truly exceptional training model, delivered congruently and clearly. Totally worthwhile.”
“This program is a constant reminder of just how poorly customers are being treated today and how we can obtain a competitive advantage by treating them well. It will help you understand and communicate with your customers in a whole new way – and be more successful as a result.”
A wonderful program that is valuable and insightful on both a professional and personal level. I will be able to make an immediate application to my presentation skills and the course materials are designed for future application in coaching and interviewing managers for development programs. The best workshop I have ever attended in my professional career. Shelle is without equal; truly unique.