Don't take bait when dealing with difficult customers.
It's tough. :
customer service
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1. Not aggressive or not passive. I have defined Softbank Group as "in any sense whatsoever." The conversation in this rule guide is always a professional that every customer is always confident, cool and controlled, and you are always a professional .
2. Speak more slowly As you consciously slow down your rate of speech you will be surprised how much you can think of exactly how much control and confidence you will experience. Speak slowly and systematically when your emotional trigger is launched and you maintain balance during difficult conversations.
3. Wait 1-2 seconds before answering. Responding quickly to difficult or tactical customers can result from saying something you will regret later. Before you respond, take a deep breath, wait at least 2 seconds, and think about the best response and the best approach.
4. Take a timeout. When you feel your button pressed, take a break. You can teach and consider what files you need to consider, or what you need to say. The point is to get away from the customer for a few seconds so you can regroup.
5. Positive self-speaking use. It may sound like Dr. Phil but instead of telling you, "I don't get paid enough to endure this _____." This guy really needs my help. "By thinking more positively, we can respond more positively and professionally. Negative thinking leads to negative words, which swirl to a very negative situation.
6. Use your power supply. Often, the subtle suggestions of your "power" are far more effective than the obvious use of your power. As a customer service specialist may have the power to end the call. You can tell your customers: "If I stop crying, I end this call." But if you believe it, you are much more "strong" If you say, "I do you I want to help, but when you shout and shut me off, you will always get a power message that demonstrates your "latter statement. The previous statement uses everything above your ammo and usually does not spread the customers who are furious.
These very simple tips set to keep your cool when customers get hot!
5 not to do upset customers
Learn exactly what you don't do when dealing with upset customers.
It's tough. :
Difficult customer, customer service
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A few months ago I had a small kitchen fire at home. Everything is still now, but for a few days, my family and I camped in the hotel room and we did not have an oven after we returned home (it was a fire
Two representatives from the insurance company on the day of the fire told me "Send us us and cover the sales tax in addition to your meal, your meal receipt" the builder I After restoring the house and we have settled, I will prepare to mail in my meal receipt for repayment, I dropped the receipt envelope by mail and he is actually a refund He explained that it was 50% of the diet and not 100%. Although partial adjustment made sense to me, I clearly remembered a representative of a company that promises to "cover food and sales taxes". "
My adjuster became sarcastic and defensive in both his word and tone, and said, "no one in this whole company told us that we will cover 100% of the diet Our policy is 50% Even if I ate it was a fire. "
I was furious. Now it's no longer a problem, it's about the principle. So what did I do? I assembled all the facts supporting my case, calmly, carefully presented the opening argument to the company's corporate office, and finally my proof
<b> The lesson here is: </ b> Complaint Adjuster is complete and said right during my first call, the company will replace this with a brief explanation and apology , I heard that 10 minutes more than 200 wandering with those payments $.
This expensive scenario is a service industry, because employees do not know how to communicate with upset customers in such a way that they are diplomatic and tact, calm and create goodwill
In my case, the claim adjuster says, "What we were trying to explain is that your policy covers 50% of your diet. You have not experienced a remorse. Even if you were out of the cost of the meal you strived to be the cost of a normal meal that exceeded the cost due to the loss during the inconvenience this makes sense. We apologize for the inconvenience that caused you. "
This approach certainly makes sense and I am likely to accept 50% of the policy. Rather than the claim, the decision to move the adjuster's attitude will also be returned in full. The wrong approach to customers who are already upset makes them more powerful and often results in higher dividends from the company. I have to pay more dollars than you absolutely have and I want to help you manage costs better
<b> 1. Don't tell customers who are wrong. </ b> He tells the customer that he is wrong, so the customer will want to fight with you. It is difficult, under the mildest conditions that change people's minds. So why is it difficult or wrong in such a job?
<b> 2. Do not dispute with customers. </ b> I can not win the discussion with your customers. Certainly, you can prove your points and have the last word, you may be right, but concerned about changing the mind of your customers
<b> 3. Don't talk to the authoritative tone so that you have to prove the customer wrong. </ b> Even if the customer is wrong, this is not an appropriate response, as it puts the customer in defense.
<b> 4. Don't say, "We will never do it." </ b> Try instead, "Tell me about it."
<b> 5. Don't be afraid to apologize. </ b> We offer an apology even if you are at fault. An apology is not an admission of a disability. Can be provided to express regret. For example, "Sorry for the inconvenience this misunderstanding caused you."
Don't forget in situations where problems are not problems. The way in which the problem is handled is an issue.
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