1.) Stay calm and try not to take it personally:

• When a client is upset, their emotions can become contagious. Remember, your client is upset about their situation. They are not upset about you.

• Acknowledge the client's right to be upset:

 “I’d be upset too, if that happened to me.”

• Breathe deeply, unclench your muscles and focus on the client's needs rather than your own reactions.

2) Let the client vent, without interrupting:

• If you interrupt the client, they will become angrier.
• Instead, let the client vent until they start to slow down. Listen empathetically to their issues without interrupting: “Tell me what happened next.”
• Continue to acknowledge their concerns.

3) Acknowledge the client's emotions and apologize, if appropriate:

• Once a client's feelings are acknowledged, they will usually become calmer and more open to solutions.
• If appropriate, apologize. This does not necessarily mean you agree with the client's position. It means you emphasize with how the client is feeling.
• Some possible phrases are:
• "I'm sorry to hear you're going through this."
• Many people would feel the same, if it happened to them."

4) Help the client focus on their current needs:

• Clients may ramble when they are upset. They may even continue to argue with you, after you've agreed with them. When someone is upset, their bodies are flooded with adrenaline and they can no longer tell what's on topic, or off.

• Talk slowly. Calmly ask questions to re-direct the conversation back on track.
• Check for understanding at each step: “If I understand you correctly, you plugged in our product and but it didn’t power on.”

5) Give the client control over their level of disclosure by asking permission to ask questions:

• Some clients may feel threatened when you ask them for additional information.
• Ask permission to ask questions about sensitive topics.
• For example, "To help you, would you mind if I ask you a few questions? Some of them may seem very personal, so if you're not comfortable with a question, please let me know."

6) Avoid jargon:

• When people are upset, they may react angrily to jargon or unfamiliar words.
• Avoid the use of jargon, unless you are sure the client will understand it.
• Keep your phrases short and simple. Don’t use company acronyms unless you think the client will understand them.

7) Keep it simple:

• When people are upset, they lose the ability to take in new information.
• Give only one instruction at a time. Walk the client through the process step-by-step. Repeat directions frequently.
• Confirm any key client information by repeating back to them any key phone numbers or appointment information.

8) Seek a full resolution, if you can:

• Offer a solution and then ask a “confirmation question” such as, “How well that does work for you?” By asking, “How WELL does that work for you”, you are focusing your client’s mind on the benefits of your solution.
• If the client agrees, proceed with your solution. If they disagree, ask additional probing questions so you can find a better solution.

9) Offer a partial resolution, when appropriate:

• Sometimes, you may be unable to fulfill a customer’s entire request. But, you can still offer a partial solution.
• Offer to help with part of the task: "While it takes a week to repair your original item, we can offer you a loaner item you can use."
• Offer an alternative time: "While we can’t have it delivered overnight, we can have it sent to you within three days."
• Offer an alternative resource: “If you need the item immediately, we also have a store located on
  123 Main Street
  , in your city where you can pick it up."

10) Agree to disagree, if you must:

• Myth: “All conflict can be resolved.” There are some customer service conflicts which should NOT be resolved. For instance, if a client asks for something that is illegal, or violates safety regulations, you need to refuse their request. You may also have to refuse their request due to company policies.
• In situations like this, explain why you are unable to fulfill their request. People don’t want to hear, “It our policy…” They want to be treated as intelligent adults and told the reason “why” their request can’t be satisfied.

Use these 10 tips to help your Agents

To give real service, you must add something which cannot be bought or measured with money, and that is sincerity and integrity."

Seven Customer Service Tips to Handle Complaints and Keep Customers Happy

Posted by Robert Moment in Customer Service on November 15th, 2007 |  No Comments »

If customers are the lifeblood of businesses, then customer complaints are the antidote to a thriving business.  Or, is it?  While many businesses fear the onslaught of complaints from customers, in truth, proper handling of these complaints can work to a business’s advantage.
Whenever a customer complains, he is in fact handing you a lesson in how to please others for add-on business.  So, take advantage of this opportunity with these seven customer service tips on how to handle complaints and keep your customers happy.
1. Act Quickly
When a customer complains, the best way to appease the customer’s bad feelings is to act on it quickly.  Remunerate customers as fast as possible with a refund when appropriate, or offer an apology. Acting swiftly to correct the wrong consoles the customer and imbibes them with a sense of loyalty as well.  You can be sure the customer will want to shop with you again because you handled his complaint quickly and correctly.
2. Respond to Complaints Professionally
It’s easy to get carried away with a petulant customer and then brush him off completely, but that could be costly for your business.  Instead, take charge of the situation by being polite and listening intently to the customer’s problem.  Taking this approach has a calming influence on the upset customer and more often than not, allows him to see reason and leave knowing that he’ll return again to do business with you.
3. Send Out Customer Survey Forms
This is important to ferret out customers who are unhappy with your business for some reason, but aren’t voicing their concerns.  Rather than losing them for good to your competitors, get them to fill out customer survey forms and follow up with a phone call to as many of these customers as possible.  Not only will this keep your customers happy, but you will have discovered new ways of fine-tuning certain aspects of your business.
4. Thank Those Who Complain
This may sound odd to many, but customers who complain are doing you a service by helping you improve your business.  The least any business should do is to thank them wholeheartedly.  It may take these customers by surprise, but a simple “thank you” can lighten the atmosphere and allow unhappy customers to have a change in attitude and become your most loyal customers.
5. Reassure The Customer
Customers who complain very often feel aggrieved that their complaints come to naught because no one is listening.  To tackle this situation, recap to the customer what you’ve just heard and then deliver an assessment of how you’re going to tackle the problem and inform him when it will be resolved.  Many businesses are too quick to respond with an “Ok, I’ll fix that,” without the reassurances the customer sorely needs.
6. Provide A Space For Customers To Vent Their Frustrations
I don’t mean a physical space, though that could work in the most extreme of cases, but create an avenue for them to vent their frustrations without getting in the way.  Only when they’ve settled down, can you approach them with your questions to determine the cause of their problems.  This works very well to get to the bottom of the situation without getting embroiled in unnecessary confrontations.
7. Track Customer Complaints
Once a customer has filed a complaint, it’s best to ensure that the particular complaint never arises again.  The best way to do this is to track each complaint, unearth its root cause and make sure it’s addressed once and for all.  Tracking complaints can usually identify a pattern, giving you vital information for potential problems and addressing them before a customer can raise the issue.  Let your customers know that you have such a system in place and they’ll appreciate the fact that you really care about catering to their happiness.
It’s common for businesses to think that it’s all right to lose one angry customer, but that’s simply not true.  An unhappy customer can use word of mouth to inflict severe damage to a business’ reputation, which could have otherwise been easily avoided with a little bit of savvy customer handling.  Well, at least now you know how.

The Top Ten Customer Service Tips

Posted by Robert Moment in Customer Service on November 13th, 2007 |  No Comments »

If customers are your business, then providing the best possible service to keep them coming back is a priority.  Great customer service is more than just about the things you say or do for them.  It’s also about finding out what your customers really want and giving it to them.  Keeping this in mind, let’s get right into the top ten customer service tips to have your customers coming back for more.
1. Address Customers By Their Names
Seems blatantly obvious, but you’d be surprised by the number of times businesses deal with customers without ever once addressing them by their names.  Psychologists can attest to the fact that names have a profound impact in any social setting because people simply love hearing their names called out.  Customers are no different.  Instead of the usual “sir” or “madam,” address them by their names and you’ll immediately notice the difference it makes in your relationships with them.
2. Let Your Customers Know That You’re Only Human
It’s all right if you’d caused something to incur customer dissatisfaction.  All it takes to rectify the situation is to admit that your company was at fault, you’re sorry about the inconvenience and you’re taking responsibility to fix the problem.  It’s only when companies start covering up their mistakes and refusing to admit their faults that customers get aggravated and leave in disgust.
3. Ditch The Sales Pitch
Ever experienced a situation where you had called the customer service department for technical support only to be thrown a sales pitch?  It has happened so many times that it has become a real turnoff for customers.  Any upgrades or special offers should be offered during the sales process and not in your technical support voicemail.
4. Be As Visible As Possible
The hardest thing for a customer who is looking for customer service support is finding out how and who to get help from, especially when your business contact information is not made visible enough.  It’s a good idea to train customers to recognize you and know you by name, so they’ll know who’s in charge.  When they need that service they’re looking for, they immediately know how and who to reach.
5. Give Customers An Experience They Can Cherish
Every customer deserves an experience they can cherish.  Positive experiences act as a trigger for them to return and shop with you again.  Do your best to serve, please and exceed their expectations, so that they can feel important.  When customers call for support, they’re usually in a state of agitation, so use this opportunity to delight and impress them.  Think about all the things that could ruin a customer’s experience and do the opposite.
6. Seek Feedback From Your Customers
Your customers could be one of your better market research tools, so ask them questions that will lead you to new ways of improving your business and serving your customers better.  Remember, customers love to be treated like VIPs and seeking their opinion is one of the simplest ways of making them feel important.  It’s a win-win situation for both you and your customers.
7. Keep Your Customers In The Loop
Besides updating your customers about new products or services you’re offering, inform them about changes you’ve implemented based on feedback you’ve received from customers.  Give recognition to customers who have helped you improve certain aspects of your business and maybe throw in a discount or two on their next purchase.
8. Make Great Customer Service Your Company’s Culture
Customer service is usually part of every company’s policy, but really, it should be made part of every company’s culture.  If you’re running your business single-handedly, then you alone will determine the standard of service your business delivers.  If you have employees, then they should be entrusted with more decision-making capabilities to serve your customers in the best possible manner.
9. Build Trust By Being Transparent
Transparency with customers is essential to establishing trust with them.  A trusting customer is most often a loyal one, so don’t allow room for customers to question your company’s policies or business ethics.
10. Thank Your Customer
When was the last time you mailed out a thank-you note, a letter of appreciation or just made a call to thank your customers?  A simple gesture it is, but one that can mean the difference between a customer lost and a customer gained for a lifetime.  Always, always find a way of letting your customers know how much they mean to your business.
Business analysts say that the money is in retaining your present customers and not winning over new ones, so hopefully these top ten customer service tips will help you add to your bottom line.

Five Customer Service Tips to Turn Complaints into Sales

Posted by Robert Moment in Customer Service on November 8th, 2007 |  1 Comment »

There is a misconception lingering in the business world that customers who complain are usually too demanding and hence a nuisance.  Another misconception is that customers who don’t complain are an indication that a company is doing things correctly and thus heading in the right direction.
The truth is however, customers who complain are actually carving out opportunities for a business to improve its customer service and resolve any undetected problems for long-lasting profitable growth. 
Research has also shown that customers who complain are far more likely to remain loyal to a business if the complaint is resolved quickly.  The opposite is true of customers who have problems with a company but don’t complain, opting to shop or to do business with its competitor instead.
Bearing this in mind, let’s examine five customer service tips you can use right now to turn complaints into sales.
1. Listen Intently
Complaints are actually very valuable and they ought to be analyzed.  Such data can be used to improve your products or services and analyzed to develop new ideas for product development.  When a customer complains, it is well worth the time and effort to pay careful attention to what the customer is complaining about.  Take this opportunity to talk to the customer about ideas they might have to resolve the issue. 
What you might end up with is a goldmine of information obtained at no cost that can eventually be used to create more sales, simply because you listened.
2. Be Professional
Coaxing a vexed customer to be constructive in their criticism is made more difficult if you’re unable to take control of the situation.  The simplest way to take charge of a situation where an angry customer is in “full flight” is to stay calm, be polite and maintain professionalism.  It won’t be too long before the customer realizes he is overreacting and apologizes for his outburst. 
3. Two Words, “I’m Sorry”
When customers complain, they are often seeking acknowledgement of the problem, empathy and most importantly, an apology.  If none of these “criteria” are met by the company, the customer will walk away, never to come back.  Or worse, it may ensue into a public battle.  Adopting a defensive stance rarely works with an unhappy customer, even if you weren’t in the wrong.  The best solution would be to offer an apology and acknowledge that the company will take full responsibility for its mistake.  An apology is to the customer what a pacifier is to a baby.
4. Work To Resolve Complaints Quickly
Delight the customers who have lodged complaints with quick solutions to their problems.  Many of us are familiar with the “I’ll look into it” phrase, then never hear a peep from the customer service department again.  Stand out from your competitors by working to resolve your customers’ issues quickly.  Keep them informed of what you have done, checking to ensure that they’re satisfied with the outcome and compensate them for their troubles.  With customer service this good, your customers can’t help but show their appreciation by sticking around a lot longer.
5. Form A Customer Focus Group
Tap into the collective wisdom of your customers by soliciting feedback or surveying them on complaints you have received.  This can be easily achieved by creating a special page on your website or blog.  It’s a good idea to do this because sometimes a complaint might sound reasonable and making a change seems feasible, but most of your customers might think differently.  By gathering their opinions before implementing any changes, it can save you from making a bad business decision that could ultimately prove costly.
There’s every possibility that you may encounter the occasional serial complainer whose only ambition in life is to make people miserable.  You can spot such customers a mile away and they very rarely contribute to the growth of your company.  Fortunately, these types of complainers are few and far between and don’t make for very loyal customers. 
The ones that do offer constructive criticism disguised as complaints on the other hand, should be thought of as your personal marketing consultants that pay you to listen to them.  It doesn’t get much better than that.