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It is important to remember we are here to make our customers have the best experience while shopping with us. When things go wrong, we want to ensure the customer has an EASY experience when contacting us and we resolve the issue quickly. We welcome things that go wrong as fantastic opportunities to shine, to show what we know, to exceed our customers expectations and deliver the highest quality of customer service regardless of the situation.
Customers can be frustrated, angry and upset and this can be uncomfortable to deal with, but we focus on this as an opportunity to turn the customers frustrations and anger into praise for you and to leave delighted with the service you have delivered.
Showing empathy and understanding to the customer and bringing a personal touch to the interaction is the starting point for success. Please use some of the below phrases to help start those amazing opportunities. Remember a sincere apology goes a long way!
Starters:
“I am so very sorry this has happened.”
“I am very sorry to hear this, let me look into how I can help.”
"I'm really sorry to hear that you're experiencing this issue, let me see how I can sort this for you"
“I can imagine how frustrating this must be for you, let’s explore some options together to get this fixed for you”
Middles: (to be used during the interaction to emphasis you are committed to helping)
"I understand you're upset, and I'm here to help try resolve this for you."
"I appreciate your patience, and I'm going to do my best to assist you."
“I really want to find the best way to fix this for you, can we discuss some possible solutions and see what will best for you?”
Always remember customers have the right to be unsatisfied, disappointed and unfortunately from time to time they can be very angry.
It is important to remember you can’t control how the customer reacts, but you can control how you react, always remain professional. Find below examples of what we should and should never do while speaking to our customers.
DON’T – show your frustrations with the customer and their requests.
DO – Listen to them carefully and let them know what you CAN do to try and fix the problem.
DON’T – Guess what to do, if you’re ever unsure ask! If you guess and get it wrong, you are making the situation worse for the customer and your colleagues.
DO – Ask for help. You have a Vee Supervisor every day that is eager to help and can assist you.
DON’T – Be part of the problem!
DO – Be part of the solution!
DON’T – Take what is said in the personally. The customer is venting their frustration with the situation and it’s not a personal attack on you. You were the person to get the customer, if you were on lunch break, they would have got another member of the team, the customer is contacting schuh, not you!
DO – Remain calm and professional throughout the conversation. Remember the customer is angry at the company and not you. They want to be listened to and for their issues resolved so be prepared with a solution! Show empathy, seriousness and understanding, speak with positive actions and confidence.
NEVER – ARGUE with a customer no matter how bad it is!
Unfortunately, customers can become abusive, at this point call a manager or a supervisor and they will take over.
The below is a process for drafting your response to a customer, please use this and the examples above.
Step 1 – always apologise (use examples from the Starters)
Step 2 - confirm the issue (ensure you have all the facts, ask questions, don’t assume)
Step 3 – show empathy, build rapport (use examples from the Middles)
Step 4 – assess how you can fix the issue (request help if required)
Step 5 – provide a resolution for the customer
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