Handling an upset customer
Ok, sure, sorry that that's happened, so just to be clear.... <explain issue as you see it> has happened and what was meant to happen was <insert ideal situation> so What would you ideally like me to do for you now?
Handling Returns and situations where the customer is unhappy
- If you can solve it for less than $20.00 do it immediately.
- If it costs up to $95 but you think it’s a good idea, do it.
- If you can’t find a solution get: - Name, Number and Clear description of the problem.
- Explain that we will call within 48 hours, if they haven’t heard from us they are welcome to call.
- Click on Rework; add notes as to what is being done, set about sorting it out.
- A customer has a real problem when THEY feel they do.
- Listen carefully to what the customer has to say. Let them finish!
- Ask questions in a caring, concerned manner.
- Put yourself in their shoes.
- Apologize without blaming.
- Ask the customer, “What would be an acceptable solution to you?”
- Solve the problem, or find someone who can solve it. Quickly!
Main Steps Explained
1 Listen carefully to what the customer has to say. Let them finish.
Don’t get defensive. The customer is not attacking you personally; they have a problem and are upset. Repeat back what you are hearing to show that you have listened to them.
2 Ask questions in a caring, concerned manner.
The more information you can get from the customer, the better you will understand their perspective. Ask questions to clarify the problem. Ask questions to show that you care.
3 Put yourself in their shoes.
Your goal is to solve their problem, not to argue with them to prove that the company is right and they are wrong. They may indeed be wrong, but the customer needs to feel that you are on their side, and that you empathize with them.
4 Apologize without blaming.
When a customer senses that you are sincerely sorry, it usually diffuses the situation. Don’t blame another person or department, or make excuses. Just say, “I’m sorry about that.”
5 Ask the customer, “What would be an acceptable solution to you?”
Whether or not the customer knows what a good solution would be, propose one or more solutions to alleviate their pain. Become a partner with the customer in solving the problem.
6 Solve the problem, or find someone who can solve it. Quickly!
Customers prefer the person they are speaking with to be able to solve their problem. Sooner rather than later.
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