You are on page 1of 22

Session 7:Handling customer complaint.

Learning Objectives
 Attitudes and mind sets to handle customers

 Understanding Empathy

 Dealing with difficult customers

 Dealing with Irate customers

 What skills are needed to provide good customer

service?
Attitude & Mindset

 Mindset establishes attitude:


 Not caring whether alumna gets answer
 “That’s not really my job.”
 “I’m not making enough money.”
 “They’re not getting me the help I need.”
Attitude & Mindset

 Mindset establishes attitude:


 Not caring whether alumna gets answer

 Attitude manifests in behaviors:


 Not answering her well, too late or not at all

 Behaviors shape outcomes:


 Angry alumna who complains, tells friends
Attitude & Mindset

 Willingness/ability to listen
 Measures attitude/mindset
 Failure to listen pervasive/costly
 The cliché is often true:
 We hear but we don’t listen
 We listen but we don’t internalize
 We internalize but we don’t actualize
 It’s all about knowing yourself
How can one be
prepared to better
serve customers?
Empathy
Identification with and understanding of another's situation,
feelings, and motives.

Put yourselves in the shoes of the customer and try


to analyze his issue/concern

When you do not empathize……..The customer will


not feel confident about you whether you have
understood his concern and will take necessary
steps to take action and resolve
Difference between empathy and
sympathy

 Display empathy, not sympathy


 Big difference between the two
 Empathy = appreciating/understanding
 Creates rapport, builds bridge
 Doesn’t mean you agree with them
 Doesn’t mean they’re right
 Sympathy = over-identifying emotionally
 You’ll get too close
 Example, “Yup, these people care much more about
the almighty buck than about you.”
Display empathy:

 Never having to say, “I’m sorry.”


 Human nature resists it
 Seems an admission of guilt, but not
 Ratifies that she had a bad experience
 Customer wants to hear it
 So say it, if reasonably deserved
 With right tone of voice
 And use it as platform for resolution
Display empathy:

 Display empathy:
 Use these phrases:
 “I see what you mean.”
 “I understand why you feel that way.”
 “I understand how frustrating this is.”
 “I know what you mean.”
 “I’m sorry about this.”
Dealing with Difficult Customers

Eight steps:
1. Be centered/calm
2. Let customer vent (not reactive)
3. Don’t take it personally
4. Listen carefully, demonstrate it
5. Display empathy, not sympathy
6. Don’t be passive-aggressive (reading)
7. Engage in active problem solving
8. Document and follow-up, specifically
Dealing with Difficult Customers

 Let customers vent:


 Essential psychological process
 Natural/essential part of recovery
 Helps them run out of steam, defusing
 Gives you clean slate
 Know when to keep it on course, however
 Finally, if anger becomes persistent abuse,
you may need to disengage
 “May I look into this and call you
tomorrow?”
Dealing with Difficult Customers

 Let customers vent:


 Avoid these phrases:
 “You don’t seem to understand….”
 “You must be confused….”
 “It’s not our policy….”
 “You have to….
 “We never….”
Dealing with Difficult Customers

 Engage in active problem solving:


 Ends being on “receiving end”
 Starts a more balanced dialogue
 Points you toward resolution
 Gather/confirm needed information
 Customers often forget pertinent data
 Mutually agree on resolution plan
 Follow-up
 Short term
 Long term
Irate customer

Two reasons for a customer to be Irate

 His expectations has not been met or


 Required attention has not been given to the
Issue/concern
What are the steps to
handle an angry
customer or manage a
Methodology:

 L –Listen:
Listen accurately without interrupting allow him to
vent
 A- Acknowledge:
Recognizing the validity of the customers’
position from their point of view. Translate.

 M- Make a statement
(Reassurance):
Restoring the customer’s confidence in you.

 A- Action:
Do it!! Tell the customer what you plan to do
and how you plan to do it.
What skills are needed
to provide good
customer service?
Listening to the customers

 Listener Barriers:
 Do you do any of these?
 Planning what you’ll say next
 Unreceptive body language
 Interruption, finishing sentences
 Reacting with anger/defensiveness
 Failure to clarify
Listening to the customers

 Listener Barriers:
 Symptoms:
 “So, what you’re really saying is…….”
 “Ah, er, ah, eh, yes, but…….”
 “No. That’s not right. Absolutely not.”
 “Well, you’re no ace performer either. I’ve heard
people saying that you……”
 (Silence)
Listening to customers

 Communicator Barriers:
 Do you do any of these?
 Not taking personal responsibility
 Lack eye contact
 Personal fatigue/stress
 Substantial distraction
Listening to the customers

 Listener Barriers:
 Do you do any of these?
 Not taking personal responsibility
 Lack eye contact
 Noisy environment
 Personal fatigue/stress
 Substantial distraction
Remember the key elements:

 Empathize with your customer.


 State your company’s equal concern.
 Present a plan of action.
 Ask for your customer’s thoughts.