Anyone who works in the customer service industry knows how difficult this job can be. Not every customer is happy-go-lucky, and maintenance difficult customers can be taxing. It is the job of the person customer service to fight through it and get to the heart of the issue for the customer. More often than not, if you take the time to identify the customer's problem, you can broadcast this situation and let the customer a sense of satisfaction, even if there is no satisfactory resolution to their particular issue .
Here are some tips for the next time you are faced with a difficult client.
- Listen. I know this seems obvious, but so many customer service people try to anticipate the customer's problem or are already formulating a response before the customer is done talking. This leads to the client's hearing, but not listening to their real concerns. Take time to listen to the customer before making a response. Sometimes the client just needs to evacuate and allow them to do so can lead to a resolution of its own.
- Avoid "you". Avoid words like "you" can be very useful in broadcast situations. Using words like I, we, you, your, etc. during consideration of the problem may have the unintended effect of making the customer feel like it is their against you. For example, if a customer calls to complain about a problem of payment you might say, "The last bill was not paid," instead of saying "You do not pay your last bill." Avoid the word "you" in this situation does not place blame or his accuser to the customer and can help smooth a tense conversation.
- Keep your emotions. The most difficult part to handle a disgruntled customer can keep your composure, but it is the most important part of finding a successful solution. If you let your emotions or voice level match the customer upset then this will only serve to worsen the situation. If a customer gets emotional and starts to raise his voice, the best option is to talk calmly and lower your voice. It is very difficult for someone to continue to cry while the other party speaks softly. More often than not, the client match your voice level after a few laps and you can begin to solve their problem in a way that is mutually beneficial.
The above tips are just a few things you can do to improve these difficult interactions and keep your customer happy. Do you have any tips that work for you? If so, please share!
0 Komentar