A client calls overwhelmed by your product or service. They are angry. They want the problem solved. They want to speak to a manager ... immediately.
Whether you are a small business owner, manager or advisor, there comes a time when you have to deal with unhappy customers. Regardless of how the problem originated, how you deal with these difficult situations speaks volumes about your small business .
So how do you deal with dissatisfied customers in the right way? Here are 12 valuable tips.
How to deal with Upset Customers
1. Stay calm
When dealing with an angry customer, not to become emotional. Stay calm and do not talk back.
2. Do not take it personally
Probably, what the customer is upset is not your fault. Do not take it personally. Instead, empathize and think of it as a puzzle you have to solve.
3. Use active listening
Listen to the customer to really understand what they are unhappy, and what the cause is . Ask follow up questions and repeat the client that you understand the problem to be
See also :. How to manage conflict in the workplace: The Do's and Don'ts
4. Use the customer's name
Sounds simple, but using the name of a person helps to build a relationship. It demonstrates that you are listening.
5. Empathize
Be sympathetic to the situation of your customer by being kind, patient, and authentic.
6. Smile when you talk
As you talk to the angry customer, smile. Yes, even on the phone. In fact, in particular on the phone. It makes your tone friendly and confident voice.
7. Apologize appropriate
apology always upset customer. However, make sure you know what you are apologizing for. Understand their grievance and apologize for the negative experience they have.
8. Be honest and transparent
as you sympathize and apologize, never over promise or lie about what you can or can not make. Be honest and transparent about the problem and how you can help.
9. Offer a solution
Always offer a solution to the problem. Even if you can not solve the exact problem you can offer a next step towards the solution - as the appellant personally when the problem is resolved. Stumped what is the solution? Ask them how they would like to see the issue resolved
See also :. 5 Hacks productivity for you and your small business
10. Use positive language
one of the most powerful ways to deal with unhappy customers is to use positive language. Instead of saying: "We do not have this software feature. I do not know when it will be available. "Try" Currently, our IT department is working on this feature. The release date is unknown, but I will personally call you when it's available. "
For more examples of how positive language can be so powerful, see this scout Help article.
11. Take action and follow
When dealing with dissatisfied customers, it is very important to follow through on what you say you will do.. for example, if you tell your client that you need to talk with a colleague for help to solve the problem, be in timely to remind them. be the customer's champion, and they will be a customer for life.
12. Use feedback to improve
Finally, learn from the situation. Use the difficult situation to understand the root of the problem and fix it to prevent it from happening again
See also :. Need new customers? Try these Incredible Life Hacks
Which treatment advice unhappy customers we lack? Leave a comment.
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