How to Deal with an Upset Customer Sooner or later, chances are high that youre going to have to deal

with an upset (perhaps even irate) customer. There may even be days when you get hit with a barrage of them. As in many situations, the better you prepare for dealing with these kinds of situations, the less stressful it will be for you. What you might not know is just how important it is to be successful at this interaction. Its not unusual for a business to lose money on client acquisition initiatives. Its not until the consumer comes back to buy for the 2nd and 3rd time that lots of businesses begin to make a profit. So whats the major determining factor in a customer returning?

According to a Customer Focus, Inc. 2005 study, only 14% of customers leave for product reasons. 68% leave because of poor treatment by employees. According to the 2006 Gensys USA Customer Study by Lightspeed Research, 48% of the respondents said customer service was the biggest influence on their loyalty, 68% said that the last time they stopped doing business with a company was based in part or wholly due to a bad customer service experience, and 44% said a poor call center experience was the sole reason for stopping to do business with a company. Theres also an early Sprint study that concluded that consumers who had a problem resolved efficiently and professionally spent more and stayed longer than customers who never had a problem!

82% would do business again based on a great call center experience.

Biggest influence on your loyalty to a company?

2% brand name / reputation 13% price 37% product quality 48% customer service! Consequently, professional, efficient customer service makes a significant contribution to the financial health of many organizations. Customers who feel like they are treated with indifference simply leave and dont tell you why. They want whomever they talk with to be an advocate for their problem and for their future business. Every single call counts because one experience of indifference can drive them away. The following should be a good model for keeping your sanity and protecting those valuable customer assets.

What do customers value most highly?

What we think they value most highly

What they actually value most highly

30%
30%

27%

22%
20%

19%

18%

17% 15%

15% 15%
11%

14% 11%

15%

11%

0%
Rep's Expertise Level Number of Reps to Resolve Attitude of Rep Time to Resolve Clarity of Process to Customer Rep's Knowledge of Customer

0%
Rep's Expertise Level Number of Reps to Resolve Attitude of Rep Time to Resolve Clarity of Process to Customer Rep's Knowledge of Customer

Source: Customer Contact Council Research

1. Be Prepared. Particularly if you just had a rough call, its important to brush yourself off and get back into the right frame of mind. Ever see a call center with written reminders for people to smile? Ive seen a number that actually have mirrors in the booths! As funny as it may sound, putting a smile on your face comes through in your voice. Also try taking a really deep breath. What happens to your body physically when you take a really deep breath? It naturally relaxes you, right? It would be silly to suggest that you smile all day long, but if you force yourself to smile after a difficult call and then take a really deep breath, youll be less stressed going into the next call. Try it, it works! 2. Put On Your Teflon Coating. One of lifes important lessons is to not let the words of others define who you are. Obviously thats easier said than done. Otherwise no one would respond by losing their cool. You just have to keep in mind that you represent the company, so of course they are going to take it out on you. But theyre not really upset with you. Theyre upset with the situation, the policy, and often times with themselves! You have to realize (as Dr. Phil says) its not about you. Try your best to let their anger slide off.

3. Listen! Let them vent and get it off their chest. Trust me. They are prepared to give it to someone when they make the call, so let them get it out. Its also important to take good notes so that you can come back with questions that you may have later. If you try to interrupt by asking questions, you can come across as preparing to do battle. You can be interpreted as calling the consumer a liar or as sounding patronizing. You might also be tempted to counter some claims during this phase. Being right or justified doesnt make you a winner at this point. Its best to take good notes and let them vent, saving your questions until after they have diffused. 4. Establish Empathy. Its insufficient to just say youre sorry that they are having this experience. If youve ever seen a charge on a credit card statement that you didnt recognize, or ever bought a product that broke immediately or didnt work as advertised, you should be able to relate to just how angry the consumer feels. The only way it will really be conveyed in your voice is to put yourself in their shoes and to truly be sorry for them!

5. Get The Facts From Both Sides. Remember the lesson: theres always two sides to every story? This is the point where you do your research. You may need to look at the customers records. Or, you may need to look at the published policy and procedures. In any case, do your homework. Being ill prepared could lead you down the wrong path. 6. Take Ownership. You probably already gave your name when you answered the call but I always try to give my name again at this point. Making sure that they have it (again) makes a statement that you are going to be their champion and that you are going to do your best to resolve the situation. 7. Offer Solutions. Obviously, youll always have constraints. Your company doesnt expect you to break the rules or do the impossible. But, rather than telling the consumer what you cant do, tell them what you can do! Better yet, if there are options, give the consumer those options. No one wants decisions forced on them. Giving the consumer options empowers them to take responsibility for the outcome. Chances are, they will be happier if they take part in the resolution.

8. Reassure Them That You Want Their Continued Business. Again, the studies say that how we service our customer makes more of an impact on their repeat business than virtually all other factors combined. A bad situation is a golden opportunity to create an emotional bond with the consumer. If you can become a pro at resolving problems, you can make a significant contribution to your companys bottom line and to the protection of your livelihood. Overview Prepare Yourself: Posture, Smile, Breathe LISTEN Empathize Gather the Facts Take Ownership Offer a Solution Apologize Reassure that You Appreciate Their Business

For further information, please contact Steve Trifelos at 800.445.7128 or trifelos@oksameridial.com