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Hub You - What to do When Your Customer is About to Explode
They started out as a small, family owned retailer and gradually began to spread beyond its small town roots to towns across America. Along the way they changed the company’s name and quickly became known for offering low prices on a wide variety of items. Consumers flock to them and they are opening more stores annually in the US than any other retailer. I’m talking about Wal-Mart, right? No, Dollar General! Let
Phrases to avoid are these: ‘That’s strange. It’s never happened like that
Many people love learning languages or would like to learn a language and use their language skills in a job. In today’s global economy the demand for language skills continues to grow as governments, businesses and organisations build relationships with foreign interests.Learning a language is beneficial in employment for two reasons; 1) it offers those in established careers the chance to progress either
Step One: Let them blow off steam! No one is rational when they have pent up anger and emotion. Let your customer vent the rage and fury. Don’t take it personally, and don’t get in the way. Open a channel for them to let off the pressure.
Years ago I had a problem with a shipment by an express courier company. I called the company and got a reasonable sounding woman on the phone.
‘You folks messed up!’ I yelled.
‘OK,’ she replied in a very attentive tone.
‘This was a really important shipment!’ I continued loudly.
‘OK,’ she replied with concern.
‘And my customer is going to be very upset,’ I complained.
‘OK,’ she replied again a calm voice.
‘Well, what are you going to do about it?’ I finally asked, exhausted by my own tirade.
She paused a moment. ‘OK?’ she asked gently.
‘OK,’ I replied, smiling at her quiet but effective approach. And then we began the process of working things out.
Imagine if she had asked me for all the information right away! In my anger, it would have taken twice as long to give her the details, and extended my frustration, too.
Instead, she gave me the space and time to simply ‘blow off steam’, not taking it personally, allowing her angry customer (me!) to settle down.
Step Two: Show the customer you are ‘on their side’ . Let the customer know you are there to help, not to argue, defend or disagree. Phrases like these will work: ‘Oh! I am really sorry to hear that. Can you tell me exactly what happened?’ or ‘I can certainly understand your frustration. Let me be the one to help you.’
Phrases to avoid are these: ‘That’s strange. It’s never happened like that
As the landscape in this industry gets more and more competitive, turf wars crop up, oftentimes within organizations, and the disruption adds to the downward spiral of sales and profits. If you are experiencing turf wars in your company, identify which combination of the following six causes are the ones you need to immediately address.1. InsecurityWhen a person feels uncertain about his position, s
Years ago I had a problem with a shipment by an express courier company. I called the company and got a reasonable sounding woman on the phone.
‘You folks messed up!’ I yelled.
‘OK,’ she replied in a very attentive tone.
‘This was a really important shipment!’ I continued loudly.
‘OK,’ she replied with concern.
‘And my customer is going to be very upset,’ I complained.
‘OK,’ she replied again a calm voice.
‘Well, what are you going to do about it?’ I finally asked, exhausted by my own tirade.
She paused a moment. ‘OK?’ she asked gently.
‘OK,’ I replied, smiling at her quiet but effective approach. And then we began the process of working things out.
Imagine if she had asked me for all the information right away! In my anger, it would have taken twice as long to give her the details, and extended my frustration, too.
Instead, she gave me the space and time to simply ‘blow off steam’, not taking it personally, allowing her angry customer (me!) to settle down.
Step Two: Show the customer you are ‘on their side’ . Let the customer know you are there to help, not to argue, defend or disagree. Phrases like these will work: ‘Oh! I am really sorry to hear that. Can you tell me exactly what happened?’ or ‘I can certainly understand your frustration. Let me be the one to help you.’
Phrases to avoid are these: ‘That’s strange. It’s never happened like that
Business owners have to keep a careful eye on the regulations put forth by the regulatory bodies in the United States. They also have to watch out to not become a target of the regulations, when those agencies are trying to prove self worth. One such agency, which needs a stronger over sight is the Federal Trade Commission in their enforcement on the franchise rule.Has justice ever really existed at the Fe
‘And my customer is going to be very upset,’ I complained.
‘OK,’ she replied again a calm voice.
‘Well, what are you going to do about it?’ I finally asked, exhausted by my own tirade.
She paused a moment. ‘OK?’ she asked gently.
‘OK,’ I replied, smiling at her quiet but effective approach. And then we began the process of working things out.
Imagine if she had asked me for all the information right away! In my anger, it would have taken twice as long to give her the details, and extended my frustration, too.
Instead, she gave me the space and time to simply ‘blow off steam’, not taking it personally, allowing her angry customer (me!) to settle down.
Step Two: Show the customer you are ‘on their side’ . Let the customer know you are there to help, not to argue, defend or disagree. Phrases like these will work: ‘Oh! I am really sorry to hear that. Can you tell me exactly what happened?’ or ‘I can certainly understand your frustration. Let me be the one to help you.’
Phrases to avoid are these: ‘That’s strange. It’s never happened like that
We all try to do things right. No business sets out to do wrong when servicing customers. But life is full of unexpected moments and, inevitably, mistakes do happen.While many people in business focus on doing things right the first time, very few seem to take a powerful interest in setting things right when things do go wrong. In those moments, a passion for ‘zero defects’ often gives way to ‘Let’s get th
Imagine if she had asked me for all the information right away! In my anger, it would have taken twice as long to give her the details, and extended my frustration, too.
Instead, she gave me the space and time to simply ‘blow off steam’, not taking it personally, allowing her angry customer (me!) to settle down.
Step Two: Show the customer you are ‘on their side’ . Let the customer know you are there to help, not to argue, defend or disagree. Phrases like these will work: ‘Oh! I am really sorry to hear that. Can you tell me exactly what happened?’ or ‘I can certainly understand your frustration. Let me be the one to help you.’
Phrases to avoid are these: ‘That’s strange. It’s never happened like that
Power Secret Five: How to Make Money Without a College DegreeIt is worth pointing out that many times there is no meaningful correlation between education and income.One can statistically show that an average college graduate, over the course of his or her adult working life, will make more money than an average high school graduate who does not go on to higher education. Any knowledgeable person ca
Phrases to avoid are these: ‘That’s strange. It’s never happened like that before. Are you sure that’s what happened?’ and ‘It’s not our policy to do anything over the phone. You have to write to us or come in personally.’
Some words can trigger angry conversations. Avoid phrases like: ‘Whose fault is this?’ and ‘Who is to blame?’ or ‘About your accusation...’ These sound like a police investigation or a court case...which is not where you want to end up!
Step Three: Tell your customer exactly what you will do on their behalf. Explain what steps you will take, and when you will get back in touch with the results.
Step Four: Take fast action! Get the problem fixed. Resolve the misunderstanding. Champion the cause of your customer within your organization. And when you do fix the problem, go the extra mile. Give them a bit more than they expect. They will remember and appreciate your efforts.
Step Five: Finally, go back to the customer and explain how the problem has been resolved. Ensure they are fully satisfied, and thank them for allowing you to help.
Key Learning Point
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Angry customers can be effectively defused, and then well-served, with this proven, step-by-step plan of action.
Action Steps
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Be sure all your staff understand and can implement these steps, especially under pressure!
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