7/29/2019 Angry-Customers- Technocrat-Plasma
1/29
HOW TO HANDLE
DIFFICULT & ANGRYCUSTOMERS
www.technocratplasma.com
7/29/2019 Angry-Customers- Technocrat-Plasma
2/29
For FUTURE GROWTH
Raise YOUR Standards
Change YOUR (Limiting) Beliefs
Change YOUR STRATEGY
www.technocratplasma.com
http://www.technocratplasma.com/http://www.technocratplasma.com/7/29/2019 Angry-Customers- Technocrat-Plasma
3/29
Rising Expectations
Over the past 20 years or so, customer
expectations are rising steeply, especially in
terms ofproduct quality/service.
2 types of expectations:
Value of Money
Meets Customer Needs-Every Time
Impact on Satisfaction Levels can be
measured by Lost sales/Complaints/Feedback
www.technocratplasma.com
http://www.technocratplasma.com/http://www.technocratplasma.com/7/29/2019 Angry-Customers- Technocrat-Plasma
4/29
WHY Customer is ANGRY or becomes
DIFFICULT
It is never very pleasant dealing with an angry
customer but most people get angry for a
reason.
Mostly it is because your organization fault or
someone in it has done or not done
something to make them angry.
www.technocratplasma.com
7/29/2019 Angry-Customers- Technocrat-Plasma
5/29
What is Service?
Customers in a restaurant want more than ameal
Guests in hotels want more than a room
Customer wants more than just the product orservice that is offered-they also want to betreated well
Client in a transaction wants more than asettlement.
Intangible-human side of an organization
www.technocratplasma.com
7/29/2019 Angry-Customers- Technocrat-Plasma
6/29
Service Winners
Those with a positive attitude and acheerful outlook
Those who can allow customers to be right
(even on the occasions when they are not) Those who genuinely enjoy working with and
for other people
Those with the ability to put the customer oncentre stage
Those who view their job primarily as ahuman relations profession.
www.technocratplasma.com
7/29/2019 Angry-Customers- Technocrat-Plasma
7/29
Good Service to Customer is
Knowing Someone wants to Help them
Knowing that Someone cares
Having a Positive Response Able to get what they really want and
probably more
Quick, Efficient and Reliable
www.technocratplasma.com
7/29/2019 Angry-Customers- Technocrat-Plasma
8/29
Cold Hard Facts
4% of Dissatisfied Customers COMPLAIN
Others (96%) never DO nor RETURN
A dissatisfied customer tells up to 20 peopleabout their unresolved problem
Customers who had satisfactory resolution will
tell 8-10 people about their positiveexperience.
www.technocratplasma.com
7/29/2019 Angry-Customers- Technocrat-Plasma
9/29
Customers Stop doing Business
because
2% Staff-Lacked Knowledge
1% Others- (moved away, gave business to
friends or family members)
15% Dissatisfied with the Product/Service
15% too expensive
20% Lack of personal Contact or Follow-up 47% Poor service
www.technocratplasma.com
7/29/2019 Angry-Customers- Technocrat-Plasma
10/29
Statistics
80% of a companys interaction is with itscustomers through customer service
92% of customers form their opinion about a
company based on the customer Centre 68% of customers will switch brands based on a
poor service experience
It costs up to 20 times more to acquire a newcustomer than to keep a customer
And, to compound the problem, customer serviceinteractions are increasing by as much as 30%
year over year. www.technocratplasma.com
7/29/2019 Angry-Customers- Technocrat-Plasma
11/29
Obstacles to Winning Difficult
Customers
Feeling of Lack of trust
Lack of Self-Confidence
Assuming you already know it all
Jumping to Conclusions-Bad Listener
Not valuing diverse opinions
Weak Speaking skills
Weak Listening skills Weak Questioning skills
Weak Presentation skills
Weak Personality www.technocratplasma.com
7/29/2019 Angry-Customers- Technocrat-Plasma
12/29
Important Qualities
MINDSET-Open and Approachable
EMOTION CONTROL
Positiveness
BODY LANGUAGE
Listening
Speak less but RIGHT LANGUAGE
Assertiveness
Persuasive Power
www.technocratplasma.com
7/29/2019 Angry-Customers- Technocrat-Plasma
13/29
Negative words or phrases Positive words or phrases
I dont know Ill find out
No What I can do is..
Thats not my job This is who can help you.
Youre right,its awful I understand your frustration
Thats not my fault Im sorry
You want it when? Ill do my best
I suppose I can
With all due respect I willwww.technocratplasma.com
7/29/2019 Angry-Customers- Technocrat-Plasma
14/29
Key Factors: 3 Cs
Clarity
Confidence Certainty
www.technocratplasma.com
7/29/2019 Angry-Customers- Technocrat-Plasma
15/29
Effective Communication
Face 2 Face
7%
38%55%
Communication
Verbal Vocal Visual
www.technocratplasma.com
7/29/2019 Angry-Customers- Technocrat-Plasma
16/29
Reading Clients Body language
Become aware of customers body language
signals in reading his concerns and bringing
the sale to the point of commitment.
Pay appropriate attention to all the signs and
signals that are continuously being sent as you
present with your offer
www.technocratplasma.com
7/29/2019 Angry-Customers- Technocrat-Plasma
17/29
Customer Handling process
Listen
Acknowledge/Empathize
Ask questions
Summarize
Answer the Request/Complaint
Confirm Agreement
Assure CUSTOMER CONCERNS will beaddressed
www.technocratplasma.com
7/29/2019 Angry-Customers- Technocrat-Plasma
18/29
Funneling Technique
Art of Listening
Art of Questioning
Art of Writing
www.technocratplasma.com
7/29/2019 Angry-Customers- Technocrat-Plasma
19/29
Tips for Effective Communication
Be Friendly
Think before you speak
Be clear
Dont talk too much
Be yourself
Practice humility
Speak with confidence Focus on your body language
Be concise
Learn the Art of Listeningwww.technocratplasma.com
7/29/2019 Angry-Customers- Technocrat-Plasma
20/29
Personal Touch!
Are you able to do this?
People buy from People they like. So are you
able to connect emotionally?
Can you make the buyer feel Comfortable?
This makes a lot of Difference
If you dont genuinely like your customers,chances are they wont buy.
-Tom Watson
www.technocratplasma.com
7/29/2019 Angry-Customers- Technocrat-Plasma
21/29
How to defuse anger and Resistance
from Difficult Customers
www.technocratplasma.com
1 D I l i it d A ti
7/29/2019 Angry-Customers- Technocrat-Plasma
22/29
1. Do use I apologize , it sounds more Assertivethan Im sorry.
2. Dont give people the run around
o Whether an employee or the owner, who everspeaks to the customer regarding the complaint,he/she is responsible for it.
o Dont bounce callers3. Listen 101%-if you listen carefully, you will findcommon ground and agree with at least 1% they havesaid, it makes the customer feel better.
4. Listen Positively and Empathize
o Use comments like I know how frustrating thesedelays can be or You must have been very upset
to find that fault in the productwww.technocratplasma.com
7/29/2019 Angry-Customers- Technocrat-Plasma
23/29
5. Some WORDS you must never say to
a complaining customer
Problem- Whats the problem? or Whats your
problem? instead say How can I help you? or
Explain to me what happened?
Complaint-negative word to use when dealingwith difficult customers, instead say Please tell
me what happened or Whats the situation?
You have to..You will have to-emotive phrase ifthe customer is angry. Instead use Could I ask
you to put that in writing, Mr. ?
www.technocratplasma.com
Yo m st appreciate I d t h t i t
7/29/2019 Angry-Customers- Technocrat-Plasma
24/29
You must appreciate- I dont have to appreciateanything, particularly when it is done to suit yourorganization and not me, the customer
Obliging the customer for buying your product orservice-wrong customer language
Theres nothing I can do-always tell people what
you can do, instead say Let me check on that andget back to you and always mention when you willget back. It shows the companys care/value fortheir customers.
Hes out at the moment-take a message or ask ifsomeone else can help at the moment. Customershould not feel that you are blocking him fromsomeone or else he feels uncomfortable.
www.technocratplasma.com
6 Off ibl l ti if k th i i t
7/29/2019 Angry-Customers- Technocrat-Plasma
25/29
6. Offer possible solutions-if you seek their input, you
increase the chance ofcoming to a win-win situation.
7. Give them the final choice-gives the customer a
choice of decision to make
8. Show the customer you are on his side
9. Always Thank the customer-for bringing the issue
to your attention
10. Follow through-dont lie and dont promise
anythingyou cant do and the speed is also important
www.technocratplasma.com
7/29/2019 Angry-Customers- Technocrat-Plasma
26/29
11. PLEASE DONT
Interrupt when they arereally angry
Be patronizing
Jump to conclusions
Argue or show yourirritation/frustration
Lose your temper
Blame others Use the customers name
too many times whenangry
Mislead the customer
Take it personally
Blame the customer
Control the customer Say calm down
www.technocratplasma.com
7/29/2019 Angry-Customers- Technocrat-Plasma
27/29
12. PLEASE DO
Be quiet and listen
Take notes-but not toomany if face-to-faceremember to keep thateye contact
Show empathy whenListening or Replying
Ask the RIGHTquestions to clarify thedetails later on
Confirm with thecustomer that youunderstand the natureof the problem
Tell the customer whatyou propose to do toput things right
KEEP your promise-Make sure you do whatyou promise
www.technocratplasma.com
7/29/2019 Angry-Customers- Technocrat-Plasma
28/29
What if the customer isnt right?
Consequence Technique-state where you standbut show you are still interested in thecustomers opinions and feelings
Get your inner voice RIGHT Get the body language POSITIVE
Listen actively at all the TIME
Dont interrupt or try to reason with them-letthe customer have his head of steam
Restate/Summarize the situation to show your
understanding www.technocratplasma.com
7/29/2019 Angry-Customers- Technocrat-Plasma
29/29
www.technocratplasma.com
Top Related