Unhappy customers can sink your business. When word of mouth was king, we used to say that one unhappy customer would tell 10 people about their experience. Today, customers have the ability to broadcast their opinions to unlimited numbers of people via social media and review sites.
And even if they don’t share their negative experience online, that one lost sale can translate into billions of lost revenue—an estimated $83 billion in fact, according to Business Insider’s Customer Service Report, which found that 60 percent of U.S. consumers have not completed an intended purchase based on a poor customer service experience.
“When customer service experiences go awry, empathy is required for damage control. When businesses fail to respond with empathy, customers will seek sympathy from the world around them ,” says Customer Service consultant Fred J.Burns II, Founder of Building Blocks for Professionals.
Here are Four top tips for handling unhappy customers:
1. Use the “ask, don’t tell” approach
When a customer is upset, the natural tendency for many employees is to tell them what went wrong or how their actions violated your policies in some way. Dale Carnegie Training Human Relation (DC) Principle #4 says that we should become genuinely interested in other people, so a better tactic would be to investigate the root cause as a way to show our interest in their issue and our intention to fix it. When we ask questions such, as “Can I look into that for you?”, “What can I do for you?”, or even “Can I get more details?” even when the situation seems obvious, these questions show we are concerned.
“When businesses fail to respond with empathy, customers will seek sympathy from the world around them”
– Fred J. Burns II, Building Blocks for Professionals
2. Find a way to say yes
When a customer is upset, he wants to hear the magic word, “yes,” rather than “no,” so we have to find a way to incorporate it into our answer. We might still be saying ‘no,’ to something that is outside of our
control or ability, but by quickly looking at the “higher truth” (do they need comfort, acknowledgment, validation, to be right, etc) then finding a way to say ‘yes,’ is going to make them feel more satisfied. For example, we can say yes to a future discount, or yes to removing some portion of the cost of the product or service from the bill. DC Principle #14 states “get the other person saying, “yes, yes” immediately”, in Customer Service, many times that person must be us!
3. Look for a third way
There are many times when a company really can’t fix what’s wrong even after they’ve understood the reason a customer is unhappy. But it doesn’t have to be their way or the highway; often there is a third, mutually agreeable solution. If we brainstorm enough with the customer, we can usually find a creative way to fix things to everyone’s satisfaction that is simple, free, or a minimal cost. When we show respect for other’s opinions, and never verbally state they are wrong as DC Principle #11 guides, then expert customer service people are empowered to see a complaint as a challenge to find that third way. They are always thinking ‘what else?’ even when they know the customer is wrong.
4. Turn complaints into opportunities for continuous improvement
Those in charge of Customer Service that are on top of their game track, follow, and report their complaints. They then feed the issues back into the organization to look for opportunities to improve. They also know that fixing a customer’s problem can ultimately make them even more satisfied than if they had received what they wanted in the first place. DC Principle #9 encourages us to make other people feel important, and do it sincerely. It resonates to a customer when they see a company really hear them and take great lengths to fix the issues. That is the story they will then share with their friends, family, and followers. The companies that will beat the competition are those that have a “resolution” culture and mindset.
Dealing with difficult customers can be… well, difficult, It’s natural for a customer to show their anger and express frustration and disappointment. The secret of success is to remain calm. Show respect and empathy to the customer by listening patiently. Always let them know what you can do for them rather than what you can’t do. Brainstorm over a possible solution and ask if they are happy with that solution. We will seldom find that the customer says no! When we follow the above tips, we will start to accelerate in our careers!
I don’t put talent into people. I help let it out. Contact me TODAY and let’s get you MOVING on the right track!
Roland Gilbert, CLCO (Chief Life-Change Officer)
The Perennial Growth Group
Dale Carnegie Certified Trainer & Performance Coach
My mission is to coach individuals for intentional, authentic living. This mission is accomplished through workshops, speaking, writing and coaching. For over 10 years I have trained leaders and have helped people grow. My experience includes working with several large manufacturing corporations, hundreds of individuals and groups, and as an active ministry worker of my church. Because of my diverse background I am able to help clients effectively address all aspects of life