How can I turn an angry customer into a loyal customer?
I do not deal well with confrontation. My first instinct when I get a customer complaint is to ignore it and let them go. (Terrible approach, I know!) This is something I need to work on, and the best way for me to do this is to face our angriest customers. We just launched and have had our ups and downs. Instead of letting those customers go, I want to turn their experience around. What's the best way to approach them and change their mind? Thank you!
You should never let a customer walk away unhappy, even if you cannot resolve it satisfactorily for them.
Of course, there are some clients that aren't worth keeping, but that won't be most of them.
Failing to address a client's concerns is not dealing with a problem at all and there is nothing worse or more frustrating than being ignored by someone you have engaged.
You need to understand:
1) What the problem is
2) Whether it can be corrected
3) Whether it will satisfy them if it is corrected.
Then you just put your hands up to the mistake, apologise and tell them what you are prepared to do to make it right.
They may want more, so be prepared to go further,
but know your limit and be polite when you tell them you cannot go further.
It's going to hurt, but your clients will respect you for correcting a mistake as long as you a) do it quickly and b) don't make a habit of it.
Even if they leave, they are far less likely to bad mouth you and put it down to teething troubles.
Do not, ever, ignore a bad situation. If you can, tell a client before they find out IF they have to know about it. It will earn you Brownie points and make you feel you've done all you can.
As for blame, you need to find out what went wrong and why, but don't get caught up in finger pointing while your client's problem remains unresolved. There's plenty of time once the problem is resolved to work out how it doesn't happen again.
show genuine empathy for his concerns
Ensure his concerna are addressed asap.
Consistency in services
Courtesy at all times
DElight the customer- exceed his expectations always
Try to find out where the TRUST piece of the relationship broke down...Quoting from Jack Nicklaus: All business relationships must work equally well for both parties, in both human and financial terms."
A good rule to live by and negotiate from and toward...
I can say we all experience this, and responded the same way you did, but there is a saying "don't let one bad apple spoil the whole bunch", Not every customer reacts, behaves that way and we may not even be able to change the person, and truth is you answered your own question, Face that head on with a big smile and say "I am so sorry that I was unable to help you the way you expected", and then tell him I hope you have a wonderful day, no his issue becomes his/her own, not yours and you handle professionally
25+/- years ago I had a brief stint at being a car salesman. Early one morning a guy drove into the lot to 'look at trucks'. No problem, I went out to greet him and was answered that "NO WAY will I ever buy a car here"! Ok , early in the morning, nothing to lose. I asked him why was he here. I then was entitled to listen that his wife had picked the place due to something about 'everything here is a ripoff'. Ok, I think this guy was having a bad day, wife probably mad, now what? Not taking anything personal, I again asked him why was he here? "I'm just looking at trucks, but I will never buy one from here!" Then I asked him if he had even ever drove one of these kind of trucks. No!, 'but I won't buy one from here'! Now the thought process was arguing would be pointless. Ok, do you want to drive it to see if you even like it? I had a dealer window lock key, opened it up and handed him the keys. He disgruntally agreed to 'try it out'. I kept my mouth shut until he asked questions about the truck. I answered each one individually, while asking about what had happened before, never asking "what went wrong". Once on the highway he proceeded to tell me every way to sell him THIS tuck. We broke down every excuse and problem of his past event. It took LISTENING to find out what the 'real problems' were. Trade-in, financing, disrespect, and emotional hatred of the dealership. Now we have real reasons to overcome. After finding out about his credit union, 'we' called them. FIXED, trade-in, he has taken great care of his car, it would be an insult to not get a fair price, sell it outright on his own. Hated the car dealer, well the car dealer is not the manufacturer, and the new car warranty is honored at all dealers of the same manufacturer. Now we got to where we needed to be, what was a fair price to him to pay? I lost out on the trade margin, lost out on any finance 'kick back', but he paid for the truck IN FULL 6 hours later. That is how to deal with angry customers. Find out and LISTEN, sometimes between the lines, the dealership was both amazed and pi**ed off as the thought they didn't make enough on the deal. Granted you are supposed to do your best for who you work for, but if you don't do the job and, where does all of nothing make sense to a little bit of something? Angry customers need to explain why the anger, reason, motivation, cause? p.s., 35+ years later, took over other companies, sold them, never look back, but lean from reason, not always 'over your shoulder' history. Fear is kind of funny. You always regret it. ...I am easy to find, if you want to.
There is an old saying that the “Customer Is Always Right.” You always need to keep that in the back of your mind. In the cost of doing business there are times you have to swallow you pride and make the customer happy. Even if means taking a loss to avoid bad pr. Every customer good or bad you need to treat them like gold. When it comes dealing with the bad ones just ask them what do I have to do to make you happy, because I do not want you to walk out of here with a bad experience. Disclose you customer services policies up front. Let them know before they do business with you that you care and you will do what it takes.
There is a link here between angry customers and situations relating to removal of goods; i.e. repossession. Having been a Credit Manager for over 30 years dealing with customers (who rightly or wrongly) angry about a piece of work my business and its representatives have done I can shed a fair bit of light on this.
Always talk to an angry person quietly and in a level tone; never patronise using terms as "lovey, mate, pal" etc. Ask what is making them angry, this is a good way of finding out whether the person has severe learining difficulties, i.e has no rationale (ADHD is a good example) you will always know by there response.
Always look for and indentity bracelette or neckless which may provide you with a suggestion whether there are medical issues invovled; in any case if the patient gets that angry or violent, jjust get out of the way. You can report what you have seen to the Police/Paramedics whay you have seen on the person's body, and that would include things like wounds disigurations casued by other fits. If the person collapses during the rage and does not get up. open the bracelette as it may give you an insight to the issue; for example:
Epilpesy. ADHD syndrome, Bi- Polar Syndrome, Schizophrena or other severe learning difficulty.
It will also provide you or the paramedic with the details of the drugs/ medication (call them what you may) the person is on and how they may react with other drugs, particulalry Insulin and Diazepam and similar high level drugs.
After that it is a question of handing it over to the Paramedics or the Police as they arrive. You can only do so much, and the most important thing is to protect yourself.
The first thing to remember is NEVER turn your back on someone wo is angry; and certainly do not walk away with your back to them. That is the fastest way for you you quite lieterallly have a knife in your back. Knives are silent weapons and can be lunged upon with little weight; something heavier needs effort usually ending up with some sort of whelp or another; giving you enought tie to doge. If you can see that matters are likey to get out of hand keep still, and SHOUT for help. If you have a mobile on you dial 999.
Many mobiles have an automatic link up to the Police and most have GPRS. If you do not respond in 30 seconds the Police, and particularly the Firebrigade and Paramamedics ( in the latter case if you have a potentially dangerous condition such as accute asthma, epilepsy or other situations where you can lose the ability to communicate, your telephone number will be linked by Sat. Nav which can track you down to about 100 Metres) These sorts of Mobiles are often avaialbe to those who are a a potential danger to themselves and to other people in the sense that if in the case of an epileptic fit the person can fall under a train or bus; or falling could resuly in them pushing a passer by in to a position of jeopardy.
The point I make here is that you have to becareful with who you are dealing with and whether this is outright anger, or other scenario outlined above. The most important thing to remember after the fact is that the would be assailiant has a weapon is you need to be calm yourself. Never shout back at an angry person as they will get even more agittated. If you can move to a higher point in the room than they are. By that I mean on something solid like a work top or strong, wide, low level table ( by that I mean low centre of gravity) , but not a chair. A chair is easily turned over. but not so much a table. The larger the latter is in terms of surface area against height the bettter.
You need to have a height advantage such that the would be agressor has to look up at you and be far enough away so that their weapon is not easily usable. Looking up and controlling a weapon is not that easy; equally being able to look down means you can predict your assailants intentions more easily. Learn some basic defence moves: the most popular being pulling an assailants weapon past and behind you before they have time to thing; the other is taking the opposite hand, pulling the person towards you and ath the same time walking towards them with your foot behind the heel(s) . That way they loose their centre of gravity and will fall to the floor. That way they are on their back, and providing you have held their hand in the fall to the floor can turn their wrist and forearm so that you can secure an arm lock. Do not be frightened about putting yout foot across the assailants neck as it will stop further writhing and more to the point the potential jeopardy THEY are in. It does cause much to displace the spinal coloumnt and particulary the neck. At the risk of being mellow-dramatic; that person knows that they can be killed.
Providing you do not go to the absurd, you will not be hauled before Court, and even if questioned in open Court, if you can show that you were protecting yourself, and more so other people, the Judge is likely to find in your favcour. Again even more so if you have witnesses to the event.
First, you should listen to their concern, empathize with them and express your genuine concern that you want to make it right. Ask suggestions what they would like to see happen. Work with them to fix the issues instead of ignoring them. We all have problems and issues, however we can show our strengths when we come up with positive solutions. Good Luck.
First, be humble. Fall on the sword - accept and acknowledge responsibility for whatever left a bad taste in their mouth. Engage them, dig under the surface through some thoughtful questions that exhibit you genuinely wish to understand their pain. Work with the customer, through commitment to regular follow-up communications to verify progress toward resolving the issues. Whatever you do, DO NOT promise anything you cannot deliver!
Here is a cardinal rule I learned from my Dad a long, long time ago: "Being right is never as important as solving the problem". I like to call this, "Solutions based thinking". Okay, so your customer is angry, fantastic! Now is your opportunity to show them what you are really made of, right? So what is it that made them angry? Get to the root of the matter, don't get defensive, simply focus upon what the issue really is and then solve that issue as quickly and calmly as possible. Show them that you were only too happy to solve the problem. There really doesn't have to be a confrontation at all. If you don't "confront" them but instead simply provide service and solutions, you should be fine.
Develop a service-oriented company. Deal with complaints promptly to rectify any problems. Empower your employees to satisfy the customers whenever possible, without having to refer to the managers or you. If the customers are unreasonable and very difficult, you may have to let them go.
Great question Becca!
Threre are 3 steps to turn an angry customer into a loyal client.
First, contact them and listen. Phone calls are the best. Typically, upset customers want to be heard. So let them vent. Be empathetic. Say "I understand..." Or "I apologize, we are going to take care of this for you right away. "
Second, clarify exactly what the problem is. You have to make sure that before you provide a remedy, that you are providing a solution for what your customer perceives as the problem.
Third, provide the solution asap. Fix the problem and help them over ome the challenge. Then, clarify with them that they are happy. Never let them leave unhappy.
Follow up to make sure they are good and you'll even get referrals from them if you do this right.
For more training on turning an angry client into a loyal customer, visit rock star customer service dot com.
I hope this belps Becca. Let me know if you have any other questions.
I think the company you work for is blessed to have you on board, because although you don't enjoy confrontation, you still want to improve your customer's experiences. The thing is, no one enjoys confrontation. But usually, when a customer gets angry, it's not directed at you, but...you are the only person they can be angry with because you represent your company. Most of the time, customers get angry because of other stuff behind the scenes, like faulty processes. That is not your problem, but because you are there, in front of them, you get the brunt of it.
What is wonderfully fulfilling is turning an angry customer into a happy, delighted one.
All you need to do is put yourself in their shoes. What they really want is to know they are being heard and that the company is sorry. So here's how to handle it:
Look into their eyes. With great sincerity, acknowledge their feelings. E.g. "I can understand how angry that must make you".
Then apologize on behalf of the company.
Then do something to make amends. It is as this point that you have the opportunity to make a angry customer a delighted one. However, sometimes this part requires a customer-centric company because it may entail a cost. You need to either go out of your way to do something for the customer, and let them know, or you need to give them something of value to them.
Here's a scenario: you're at a restaurant. When you begin eating, you find a hair in your food. You call the waiter. If he is good, and if the company allows it, he will have the authority to make amends. How would you feel if he flippantly said, "oh sorry, I can bring you another one"? Or how would you feel if he looked you in the eye, and said, "I am so sorry about this. I will take your plate away immediately. Can I bring you another meal, and for the trouble, can we give you a free cup of coffee for you and your guest at the end of your meal? Or would you like a glass of wine on the house?"
In the one scenario, you would get angry. In the other, you would have felt heard, you would have a heartfelt apology, and you would be delighted that you get a free drink. And you would walk out of there happy and content.
Lots of good advice here. All I can add is 2 words.
Do your best at both.
I am sure this has been suggested, but it has to do with the way in Enablement Strategy. You need to put a plan in place With the Customer that will show the that it was not about the Sale, it was about the manner in which you enablement them for the long term. It Takes a Plan, and not just a Plan that is a bunch of noise but a Real Plan.
Wow,you have a treasure trove of answers here and the one word that stands out is opportunity. To give a slight twist on what has been said here is 5 short questions for you to answer. 1. is your business telling the Truth about what your service can do ? 2. Is your business Reliable on its delivery schedule and what it is supposed to contain and do ? 3. Are your customers receiving more in Use Value than they hand over in cash ? 4. Does your business believe you are there to Serve the customer ? 5. Is your business an excellent Timekeeper, meetings,calls,follow ups, e-mails ...?
Most customers get angry when they feel the trust is gone.
The only way to convert an angry customer into loyal one, is to investigate the reasons behind the anger. Sometimes, it is just one person out of many who is angry and he can easily change the whole environment of the meeting room. To avoid such situations it is always better to have a small chit chat before entering the meeting room, so you can get an idea of each individual mode of operating. Or perhaps a lighter discussion at small tea break can relax the environment a bit.
Apart from individuals, Customer might have another alternative in their mind before going through your proposal and it is quite possible that they deliberately plan an angry environment to chicken you out. Be ready that you have to offer immediate plan B solution during the same meeting to take the customer by surprise.
At a group level, Customer is angry, because your product is not giving desired results. Always have a team prepared to work with customer complaints on daily or weekly basis on a proactive strategy. Ensure to take enough steps before the next meeting is called so that you can win the confidence by showing progress and future timelines.
In nutshell, angry customer is like a patient and your job is not only to diagnose the disease but also to cure it quickly by ensuring the comfort level of patient.
Understand your customer mind/ requirement/ nature thru writing and signature contact graphologist.
Hey Becca. Customer is King. You need to remember this every time you face a customer. So that way you'll know that you cannot ignore what your King is saying when he/ she is yelling at you.
It takes a bit of practice to really keep your calm while handling irate customers and their complaints.
I represent an outsourcing firm and we deal with thousands of irate customers on behalf of clients every day. Our job is not only to deal with them but also to convert them into a happy, loyal customer.
How do we do it?
The answer is "CUSTOMER PSYCHOLOGY".
Our call center agents are trained on customer psychology. This unique approach helps the agents to understand your customer moods and handle calls accordingly.
Customer service is always not about great phone manners. Phone manners alone cannot satisfy customers unless their problem gets fixed correctly. We understand the problem well, research and find the correct solution for the customers. Phone manners, understanding the psychology combined with accurate replies converts customers into loyal fans of your business.
Moreover, dealing with customer complaint is no ordinary task. You need years of experience, training and the mind set to listen to customers, no matter how irate they are.
Listening and the willingness to understand customers problems is the KEY.
We can help you with your problem.
Visit us at www.integracustomersupport.com or call me at 412-267-1529.
Becca, when your team connects to customers over email then here is some good advice about writing better support emails: https://www.helpscout.net/guide-to-better-email. It has some practical examples and I have picked some tips into to our support mails.