Unhappy Customers! (Pt. 1 of 2)
By Sherif Attar
In a world of ever-changing ambiguity and uncertainty, executives have to face two challenges: excellent performance and people development. Where many managers think those endeavours are “competing”, this author believes they are “completing”. GET DOWN TO BUSINESS argues.
One of Tim’s most important clients has just walked into his office, unannounced.
Tim stands up with a smile on his face, ready to greet him, when the dam bursts – his client explodes into an angry tirade because Tim’s organisation has failed to make a delivery on time. Because of this, the client was unable to demonstrate a key product, which meant that he lost an important sale.
Tim does his best to reason with his client, but nothing he says helps the situation. The client only gets angrier, shouting accusations and spiraling further into a rage. Within a few minutes he walks out, vowing never to do business with Tim’s organisation again.
Sounds familiar? Sometimes we have to deal with angry clients, and it’s never easy. But if we know what to say and, more importantly, how to say it, we may be able to save the situation. In fact, we can even end up with a better relationship with our client than we had before.
Let’s explore how to deal with difficult customers.
Step One: Adjusting Mindset
Once you’re aware you have an unhappy customer, your first priority will be to put yourself into a customer service mindset .
Set aside any feelings that aren’t your fault, or that your client has made a mistake.
Realise that your customer is upset, and that it’s up to you to solve the problem, giving your undivided attention to your client, and to the situation.
Step Two: Listening actively
This is the most important step in this process. Listen actively to your customer – he needs to be heard, and to air his grievances.
Start the dialogue with a neutral statement, such as, “Let’s go over what happened”. This creates a partnership with your client, and lets him know that you’re ready to listen.
Resist the temptation to try to solve the situation right away, or to jump to conclusions. Let your client tell you his story. Don’t plan out what you’re going to say when he’s done – this is nowhere near active listening! Don’t allow anything to interrupt this conversation.
Step Three: Repeating the concerns
Once the problem is explained, repeat the concerns to test understanding. You may need to ask questions for clarity and showing concern.
Use calm, objective wording. For example, “As I understand it, you are, quite rightly, upset because we didn’t deliver these samples as promised.”
Repeating the problem shows you were listening, which lowers customer stress, and helps you agree on the problem.
Step Four: Empathy and apology
Show the customer you understand why he’s upset. Make sure your body language also communicates this understanding and empathy.
You could say, “I understand why you’re upset. I would be too. I’m very sorry that we didn’t get these samples to you on time, since it’s caused these problems.”
To be continued….
Adapted from Mind Tools
For questions or suggestions, please send your comments.
For questions or suggestions, please send your comments.
Sherif Attar, an independent management consultant/trainer and organisation development authority, delivers seminars in the US, Europe, Middle East and the Far East.
