Here are 7 common mistakes made by well-meaning professionals when it comes to dealing with unhappy customers. Read carefully, what you should not do to be in a good position to gain the favor of unhappy customers after any service disaster.
1. Telling the customer that he is wrong:
You will be wise, NEVER telling a customer that you are wrong or wrong. Telling someone you are wrong stirs up controversy and will make the customer want to fight you. (Do you ever tell your spouse that you do something wrong?) “It's difficult, even under the worst circumstances, to change people's minds.” So why make it difficult to start with the wrong foot? If you know that your customer is in the wrong, you should first say something like, "I thought the contract was readable, but let's take a look."
2. Conflict with customer:
You should be aware that you cannot win a dispute with a customer. Indeed, you can prove your point and have the final say. You may be right, but when it comes to changing your client's mind, you will probably be as useless as if you were wrong. Your goal in complaint situations is to retain the customer, not to be fair. If you win an argument, you may lose a customer.
Give careful thought to the answer you want to give, and ask yourself, 'Will my response really solve the problem, or will it simply alleviate frustration? Will my reaction drive my client away? How much will I pay if I “win” the dispute? ” The only way to get the best out of an argument is to avoid it.
3. Telling the customer to calm down:
Sure, there are times when a calm atmosphere can make everyone's life easier, but telling your client to calm down doesn't usually work well. Like you, your customers do not like to be told what to do. Instead, try this approach: “Obviously you are upset, and I want you to know that getting to the end is as important to me as it is to you.”
4. Failure to apologize to customers after problems:
One of the easiest and fastest ways to spread anger is to build relationships, and regain kindness with customers who are not happy to apologize. Appeal to a customer who is experiencing a problem should be a natural response from customer service providers. However, a recent study reveals the surprising fact that 50% of customers have complained that they have never received an apology.
Apologizing not only provides “soft benefits” such as calmness, minutes-long shaving, minimal stress on the employee, etc., it can also translate into significant and measurable savings in reduced legal costs, payment costs, and defense costs. An apology does not have to be a confession. It can be given to express remorse.
For example, "I sincerely apologize for any inconvenience caused by this misunderstanding."
5. A growing voice:
Avoid the temptation to shout just because your customer is shouting. You do not want to be caught in their drama. Instead, stay focused and calm, relying on your ability to communicate diplomacy and professionalism.
6. Not allowing the customer to withdraw:
An angry customer can be likened to a volcano. When a volcano erupts, there is nothing you can do. You can’t slow it down, you can’t speed it up, and you can’t control it. It should explode. But erupting volcanoes eventually subside. Your angry customer - very angry - is the same way. He should explode (i.e. ... express his anger by exhaling). You can't soften the customer, you have to let him show it. After a brief breath, many angry customers will begin to calm down. Let your customers show up.
7. Advertising to the customer:
“This is the only thing I can do.” He is there to help. Offer your client options and look at all the ways you can help.
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