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Fixing the customer

Published on Nov 18, 2015

Upset customers happen to the best of us now and again. But what do you do when they take it out on you, or your staff?

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1.

Fixing the Customer

A survival guide 
Photo by Jukka Peura
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When you face this

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Fix the customer

Then fix the problem.
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Empathize

It will take some effort.
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Do listen

Tough when a  claim seems to have no merit.
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Be calm and respectful

It pays immediate dividends.
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Do apologize

This goes a long way towards calming a situation.
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Agree with the customer

"I understand you are not happy"
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Don't debate the facts

That only makes it worse.
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Don't ask

Why ask why? It won't help.
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Don't jump to conclusions

You won't if you've listened calmly.
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Avoid . . . . . . . . . . . . .

  • Bad mouthing
  • Poor me / dumb me
  • Cliches
  • Humor / sarcasm
  • Condescension
Photo by HowardLake
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Avoid . . . . . . . . . . . . .

  • Passing the buck
  • Technical terms / jargon
  • Facial reactions mismatch
  • "Gotcha" error detection
  • Blame
Photo by HowardLake
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3 ways to agree or apologize

without accepting or placing blame:
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Apologize for the fact

"I am sorry to hear you are still having a problem".
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Apologize in general

"I apologize for the inconvenience this has caused".
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Accept their right to hold an opinion

"We're sorry we were unable to meet your expectations"
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Once you have fixed the customer

You can then fix the problem.
Photo by flowercat
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sellservice@myschedulepower.com

Schedule Power

http://myschedulepower.com/