UNSATISFIED CUSTOMERS. Posted on September 25, 2020 16:16
HOW TO DEAL WITH UNSATISFIED CUSTOMERS.
Many businesses are currently struggling with how to deal with unsatisfied customers, so as not to lose them forever. Most business owners or workers cant contain their rage when they are being attacked especially after treating a customer nicely. And exercising your rage and try to prove a point might make one lose that customer, who knows if he will be a huge and lifetime investment to your business?
One simple way to deal with your customers is by learning the techniques of influencing. While trying to deal with them you can make them your friends in the process. Influencing people can be really difficult, to get them to like us or buy into our idea could be a really difficult task.
In this article, we will discuss a few tips on how to deal with unsatisfied customers. And I hope it’d be helpful.
1) Stay calm
Even though the customer may not always be right, they are a customer and must be treated with respect. It can be difficult to put your emotions and frustrations aside, but it is an absolute must when dealing with irate customers.
No matter how ridiculous or reasonably upset the customer may be, you must keep your composure.
2) Look and act professional
Your body language speaks for itself. Approach the situation in a professional way regardless of your inherent emotion. Act sympathetic toward and understanding of the problem at hand and take proactive measures to fix it.
No matter how exasperated you may feel, make sure to value the customer’s opinion and business!
3) Do not take it personally.
You should understand that it is just business. It wouldn’t be necessary to avoid or withhold from speaking with the person outside the office. Make peace with that customer and also let the customer make peace with you. The money that will boost your business finance could be in that man’s pocket.
The ultimate guide for owners & managers.
4) Take ownership of the “mistake”
Although it may be the first ineptitude the customer has encountered, you must take ownership of any mistake – even if it is not truly your fault – and empathize with your patron.
Takeownership of the problem, and be as transparent as possible. Let them know how and when the situation will be fixed. Customers like to be looped in on your plans to alleviate the tension or remedy a situation.
5) Involve the manager
What happens when the situation escalates beyond the point of comfort? At what point should the staff involve the manager? If and when it is truly necessary, simply having staff get the manager involved may help diffuse the situation.
At this point, the customer is usually extremely dissatisfied, and a server or bartender should comply with their request to get the manager. However, by understanding the reasons why customers require a manager’s assistance, staff can avoid the instance entirely.
6) Refer them elsewhere
Terminally dissatisfied customers who vociferously and repeatedly complain may not be the best for your business… You may want to refer them elsewhere in a polite and professional way.
Permitting perpetual complaints from repeat customers sets an unwanted tone and atmosphere that is undesirable for your establishment.
7) Be a good listener.
Be a good listener and avoid arguments. The best way to get the best of an argument is to avoid it. Pay very good attention when people talk. Do not interrupt them, ensure they are done talking. When a person is angry and shouting so loudly as if to pounce on someone, don’t say a word. Let them talk and shout out their anger, when they are calm, walk up to them and talk to them in a calm tone. Listen carefully even when you argue, so at the end of your argument, your Opponent won’t say “ That’s what I have been trying to tell you”. Instead, avoid it.
8) Talk in terms of the other person’s interest.
Talk in terms of the other person’s interests, by agreeing to their facts and get them saying YES, YES, YES. If you try to argue your fact in and they are in disagreement with it, they get irritated and Offended. Agree to their points first, let them start by saying YES, YES, YES Than NO, NO, NO. It is called the Socratic method.
A NO response according to Professor Overstreet, is a most difficult handicap to Overcome. When you have said NO all your pride of personality demands that you remain consistent with yourself. You may later feel that the NO was ill-advised, nevertheless, there is your precious pride to consider.
9) Arouse in the other person an eager want.
The only way on earth to influence people is to talk about what they want and show them how to get it. According to Henry Ford, he said, “ If there’s anyone secret to success, it lies in the ability to get the other person’s point of view and see things on the person’s angle as well as your own”.
Don’t make them tired of listening to you, talking about yourself, especially in business, talk about the benefits of the other person and not yours, it keeps them. It makes them interested.
Dealing with difficult customers is the unglamorous part of your hospitality job. However, it is helpful to have a plan in your back pocket to refer to in times of need or desperation. Customers’ attitudes cannot be predicted and thus must be handled delicately in each and every encounter.