Customers Vote With Their Feet: Apply Personal Responsibility, Conflict Resolution Skills
Marsha Petrie Sue
June 19, 2009
Do you ever wonder why customers stop doing business with you? Poor customer service forces clients to vote with their feet. There are too many choices in today´s global economy for business patrons to put up with any kind of inferior help or inappropriate communication from Customer Service Representatives (CSR´s.) Even the big businesses can´t afford to lose one client because of a bad interaction or poorly trained CSR. Every customer counts as research shows that the cost to attract a new client is approximately 6 times more than to keep current clients.
All a client or customer wants is…
Timely service
A friendly smile
Fast response
Knowledgeable CSR´s
Advice and counsel when appropriate
Accuracy
Consistent service
Fair pricing
Promises kept
Training is the key to insuring that dissatisfaction is met with graciousness and solutions. When giving feedback to a client, avoid language that includes, "You could have, you should have, or you must." Everyone must be armed with clear statements and knowledge on how to solve their problem with the authority to put the solution into action.
Example: "Thank you for bringing this to our attention and I apologize for any inconvenience this has caused you. I can understand how upset you are over this mistake. What do you want me to do?"
Don´t say anything that resembles these statements:
You have to…
You´re wrong…
It´s against our policies
I can´t help you…
We never…
We can´t…
You must be confused…
In addition, the United States Department of Consumerism says that one upset client can influence 67 others whereas one great client will influence only three. The consumer relives and relays their experience to others for 22 ½ years. And this does not include the damage that can be done through the Internet, and social networking.
Every employee, manager, supervisor – everyone – has a responsibility to provide exceptional client interface and communication. This is especially important for a small business because each person has to be "on" all the time.
Small business must realize that everyone touched everyday is the customer and has an influence on the revenue. Whether it is a vendor, client or another employee, treating everyone the same creates consistent behavior. Translated? Personal responsibility is everybody´s job! It is the perception of the client that is important. Learn to question and clarify. Their perception is reality.
When a well-earned client is upset, a predesigned formal strategy must be in place to fall back on. Employees must be trained and toxic clients must be approached in a consistent
manner. Here are the survival skills for handling toxic clients and difficult customers:
1. Let them vent
2. Don´t get angry
3. Actively problem solve
4. Agree on the solution .
5. Follow up
Always put yourself in their shoes and focus on what the customer wants, not what you think you should give them. Email Marsha for your copy of the Ten Commandments of Cooperation. Understanding their point of view through improved communication and training builds client loyalty and improves profits.
Visit www.MarshaPetriesSue.com or chime in on the blog at http://www.decontaminatetoxicpeople.com
Twitter: @mpsue, LinkedIn, PLAXO and FaceBook
Visit www.MarshaPetriesSue.com or chime in on the blog at http://www.DecontaminateToxicPeople.com
As a professional speaker and best selling author, Marsha Petrie Sue customizes her presentations for companies and associations. Please contact her if you need to motivate, stimulate and train your group in personal responsibility, leadership development and communication improvement. She is the author of Toxic People: dealing with difficult people at work without using weapons or duct and also The CEO of YOU: leading yourself to success that has sold over 35,000 copies and is an award winner!
Connect with Marsha on Twitter: @mpsue, LinkedIn, Plaxo, MySpace, YouTube and FaceBook
All a client or customer wants is…
Timely service
A friendly smile
Fast response
Knowledgeable CSR´s
Advice and counsel when appropriate
Accuracy
Consistent service
Fair pricing
Promises kept
Training is the key to insuring that dissatisfaction is met with graciousness and solutions. When giving feedback to a client, avoid language that includes, "You could have, you should have, or you must." Everyone must be armed with clear statements and knowledge on how to solve their problem with the authority to put the solution into action.
Example: "Thank you for bringing this to our attention and I apologize for any inconvenience this has caused you. I can understand how upset you are over this mistake. What do you want me to do?"
Don´t say anything that resembles these statements:
You have to…
You´re wrong…
It´s against our policies
I can´t help you…
We never…
We can´t…
You must be confused…
In addition, the United States Department of Consumerism says that one upset client can influence 67 others whereas one great client will influence only three. The consumer relives and relays their experience to others for 22 ½ years. And this does not include the damage that can be done through the Internet, and social networking.
Every employee, manager, supervisor – everyone – has a responsibility to provide exceptional client interface and communication. This is especially important for a small business because each person has to be "on" all the time.
Small business must realize that everyone touched everyday is the customer and has an influence on the revenue. Whether it is a vendor, client or another employee, treating everyone the same creates consistent behavior. Translated? Personal responsibility is everybody´s job! It is the perception of the client that is important. Learn to question and clarify. Their perception is reality.
When a well-earned client is upset, a predesigned formal strategy must be in place to fall back on. Employees must be trained and toxic clients must be approached in a consistent
manner. Here are the survival skills for handling toxic clients and difficult customers:
1. Let them vent
2. Don´t get angry
3. Actively problem solve
4. Agree on the solution .
5. Follow up
Always put yourself in their shoes and focus on what the customer wants, not what you think you should give them. Email Marsha for your copy of the Ten Commandments of Cooperation. Understanding their point of view through improved communication and training builds client loyalty and improves profits.
Visit www.MarshaPetriesSue.com or chime in on the blog at http://www.decontaminatetoxicpeople.com
Twitter: @mpsue, LinkedIn, PLAXO and FaceBook
Visit www.MarshaPetriesSue.com or chime in on the blog at http://www.DecontaminateToxicPeople.com
As a professional speaker and best selling author, Marsha Petrie Sue customizes her presentations for companies and associations. Please contact her if you need to motivate, stimulate and train your group in personal responsibility, leadership development and communication improvement. She is the author of Toxic People: dealing with difficult people at work without using weapons or duct and also The CEO of YOU: leading yourself to success that has sold over 35,000 copies and is an award winner!
Connect with Marsha on Twitter: @mpsue, LinkedIn, Plaxo, MySpace, YouTube and FaceBook
Print
Email
