Session 7:Handling customer complaint.
Learning Objectives
Attitudes and mind sets to handle customers
Understanding Empathy
Dealing with difficult customers
Dealing with Irate customers
What skills are needed to provide good customer
service?
Attitude & Mindset
Mindset establishes attitude:
Not caring whether alumna gets answer
“That’s not really my job.”
“I’m not making enough money.”
“They’re not getting me the help I need.”
Attitude & Mindset
Mindset establishes attitude:
Not caring whether alumna gets answer
Attitude manifests in behaviors:
Not answering her well, too late or not at all
Behaviors shape outcomes:
Angry alumna who complains, tells friends
Attitude & Mindset
Willingness/ability to listen
Measures attitude/mindset
Failure to listen pervasive/costly
The cliché is often true:
We hear but we don’t listen
We listen but we don’t internalize
We internalize but we don’t actualize
It’s all about knowing yourself
How can one be
prepared to better
serve customers?
Empathy
Identification with and understanding of another's situation,
feelings, and motives.
Put yourselves in the shoes of the customer and try
to analyze his issue/concern
When you do not empathize……..The customer will
not feel confident about you whether you have
understood his concern and will take necessary
steps to take action and resolve
Difference between empathy and
sympathy
Display empathy, not sympathy
Big difference between the two
Empathy = appreciating/understanding
Creates rapport, builds bridge
Doesn’t mean you agree with them
Doesn’t mean they’re right
Sympathy = over-identifying emotionally
You’ll get too close
Example, “Yup, these people care much more about
the almighty buck than about you.”
Display empathy:
Never having to say, “I’m sorry.”
Human nature resists it
Seems an admission of guilt, but not
Ratifies that she had a bad experience
Customer wants to hear it
So say it, if reasonably deserved
With right tone of voice
And use it as platform for resolution
Display empathy:
Display empathy:
Use these phrases:
“I see what you mean.”
“I understand why you feel that way.”
“I understand how frustrating this is.”
“I know what you mean.”
“I’m sorry about this.”
Dealing with Difficult Customers
Eight steps:
1. Be centered/calm
2. Let customer vent (not reactive)
3. Don’t take it personally
4. Listen carefully, demonstrate it
5. Display empathy, not sympathy
6. Don’t be passive-aggressive (reading)
7. Engage in active problem solving
8. Document and follow-up, specifically
Dealing with Difficult Customers
Let customers vent:
Essential psychological process
Natural/essential part of recovery
Helps them run out of steam, defusing
Gives you clean slate
Know when to keep it on course, however
Finally, if anger becomes persistent abuse,
you may need to disengage
“May I look into this and call you
tomorrow?”
Dealing with Difficult Customers
Let customers vent:
Avoid these phrases:
“You don’t seem to understand….”
“You must be confused….”
“It’s not our policy….”
“You have to….
“We never….”
Dealing with Difficult Customers
Engage in active problem solving:
Ends being on “receiving end”
Starts a more balanced dialogue
Points you toward resolution
Gather/confirm needed information
Customers often forget pertinent data
Mutually agree on resolution plan
Follow-up
Short term
Long term
Irate customer
Two reasons for a customer to be Irate
His expectations has not been met or
Required attention has not been given to the
Issue/concern
What are the steps to
handle an angry
customer or manage a
Methodology:
L –Listen:
Listen accurately without interrupting allow him to
vent
A- Acknowledge:
Recognizing the validity of the customers’
position from their point of view. Translate.
M- Make a statement
(Reassurance):
Restoring the customer’s confidence in you.
A- Action:
Do it!! Tell the customer what you plan to do
and how you plan to do it.
What skills are needed
to provide good
customer service?
Listening to the customers
Listener Barriers:
Do you do any of these?
Planning what you’ll say next
Unreceptive body language
Interruption, finishing sentences
Reacting with anger/defensiveness
Failure to clarify
Listening to the customers
Listener Barriers:
Symptoms:
“So, what you’re really saying is…….”
“Ah, er, ah, eh, yes, but…….”
“No. That’s not right. Absolutely not.”
“Well, you’re no ace performer either. I’ve heard
people saying that you……”
(Silence)
Listening to customers
Communicator Barriers:
Do you do any of these?
Not taking personal responsibility
Lack eye contact
Personal fatigue/stress
Substantial distraction
Listening to the customers
Listener Barriers:
Do you do any of these?
Not taking personal responsibility
Lack eye contact
Noisy environment
Personal fatigue/stress
Substantial distraction
Remember the key elements:
Empathize with your customer.
State your company’s equal concern.
Present a plan of action.
Ask for your customer’s thoughts.
