During the course of everyday business, many of you encounter unsatisfied customers. How you and your staff handle these situations, will shape your service image and ultimately your bottom line. How can you best handle challenging situations? I have developed and practiced a simple method for just such encounters. If you follow the steps listed below, you will greatly improve the likelihood of achieving positive resolutions to challenging situations.
Make a Connection
Shake hands and introduce yourself. An introduction will add a personal aspect to the situation that can alleviate some hostility or anger that might surround the interaction.
Acknowledge concern and show understanding.
Get engaged in solving the problem.
Respond only in a positive manner to negative feedback.
Ask for information
Clarify the issue.
Ask probing questions,gather information and clarify the issue.
Show understanding of the problem.
What can I do for you?
Discover what the customer needs to be satisfied.
Suggest
Offer a solution not an excuse.
Shift from the problem to the process for resolution.
Offer a choice between several options.
Involve the customer in determining the solution.
Explain any limitations if there are any.
Check for Agreement
Offer the preferred option and ensure customer understanding and support of the agreement.
Explain the next course of action.
Take Action and Deliver
Produce the agreed upon solution.
Look for ways to provide a meaningful extra touch and turn a poor memory into a positive one.
Evaluate
How could this situation have been avoided?
How could it have been handled better?
What skills can be trained as a result of this interaction?
Reconnect
Follow up with the customer.
Ensure that the customer is satisfied with the resolution.
Solicit feedback for improving service.
Offer a sincere "thank you" to your now satisfied customer.
Superior customer service is one of the most difficult deliverables facing the business world today. Why? Because employees do not take service personally and your customers do! Shift your perspective about service and make it personal. Ask yourself and your staff, "How many customers can we afford to lose today?" I am confident that if you train and instill my simple steps to "mastering" challenging customer situations, you and your business will see tremendous results. Remember, service is more than just a word, it is a necessity!
© Anthony Mullins
Elite Coaching Alliance 2005
Anthony Mullins is the President and Coach for The Elite Coaching Alliance. He specializes in leadership development, strategic planning, 1-on-1 coaching, facilitation and inspirational speaking. He is the author of the upcoming book "Leadership Links." Anthony can be reached by e-mail: anthony@elitecoachingalliance.com
Visit his website http://www.elitecoachingalliance.com
Do you have good customer service? Even for your free... Read More
Why bother? Good customer service is the life blood of... Read More
One of the most important questions people ask when they... Read More
The best way to explain this concept is to tell... Read More
Dr. Michael LeBoeuf, in his cassette album entitled, Win Customers... Read More
Listening to complaints, whether they're reasonable or not, is a... Read More
May people these days have a problem with mounting debt.... Read More
One of my classes in management focused on the repeat... Read More
One of the basics of acting taught to me in... Read More
One thing all successful small business owners have in common... Read More
$350 million in bad checks are written each and every... Read More
As someone who has been heavily involved facilitating strategic planning... Read More
There are two kinds of customer service we all experience... Read More
It's just a simple thing ? I bought a new... Read More
It's a salesperson's worst nightmare- the phone call that comes... Read More
According to customer service studies by marketing gurus of the... Read More
This article offers five ways to help you deal with... Read More
The relationship between customer satisfaction and success of a service... Read More
Have you seen that thing on TV where the gal... Read More
Recognize metaphors from every angle and round up more insight... Read More
Sure, all clients are different. They have different kinds of... Read More
1. Don't get Hooked !!!When people behave towards you in... Read More
Customers put you in business, keep you in business, and... Read More
Clients? they are the most important influence in the success... Read More
Homebuyers are an interesting study. Watching people make their home... Read More
With all of the recent data theft in the financial... Read More
If you are up to your ears in a stressful... Read More
What kind of image do you present when marketing your... Read More
The Call Center world is an intense pressure-driven environment continually... Read More
So today was the day where I almost stopped going... Read More
Even the best business will receive an occasional customer complaint.... Read More
Many organizations tackle to the issue of customer service by... Read More
As an entrepreneur, I'm always intrigued by small businesses, home-based... Read More
Those of us in home based and small businesses are... Read More
Different people call their Customers by different names. If they... Read More
A client recently said to me: "Most days things seem... Read More
It never fails to amaze me how many companies have... Read More
One thing all successful small business owners have in common... Read More
Q: I just discovered that for the past six months... Read More
We all know the old adage, "The Customer is Always... Read More
Like any business, carpet and upholstery cleaning requires excellent customer... Read More
Q: In a recent column you made the point that... Read More
The purpose of business is to create and retain a... Read More
Do you remember the last time you went into a... Read More
With all of the calendars and PDA's and lists I... Read More
The best way to explain this concept is to tell... Read More
Traditional marketing strategies encourage business owners to continually grow their... Read More
The most important aspect of a successful business is developing... Read More
When people ask, "What is CRM?" the literal answer is,... Read More
Can we be too good to our customers?... Read More
Customer Service Customer Service |