*Harvard Business Review – The Truth About Customer Experience

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Presentation transcript:

How to Deal with Angry Customers President of Creative Sales Solutions Jim Facente

*Harvard Business Review – The Truth About Customer Experience Revenue 10%-15%* Service Cost 10%-20%* Employee Engagement 20%-30%* *Harvard Business Review – The Truth About Customer Experience

Customer Experience Program How to Turn an Angry Customer Into Your Best Customer 8:00 Start with magic genie, tell

Did You Know?

Did You Know?

Did You Know?

Did You Know?

7 Secrets for Dealing with Angry Customers

Secret #1 Do not get drawn into the customer’s emotion Joke, Baggage handler. Bottom line, if you become argumentative it will only enflame the customer and the entire situation can quickly spiral out of control.

Secret #2 The BIG MISTAKE Trying to solve the problem What the customer really wants: To be heard To be listened to Have their emotional state recognized

Secret #3 What You MUST Do! Shut up – and listen Let them blow off steam Don’t interrupt Don’t tell them they are wrong Don’t try to justify your actions DON’T TRY AND SOLVE THE PROBLEM! 8:00 minutes

Secret #4 Hit Them With the Last Thing They Expect Agree With Them!

Secret #5 Two Magic Words I’m Sorry You must apologize in a general manner I’m really sorry this has happened. I apologize, I know how upsetting this is. I apologize, I can see how you would be upset 2 of the most powerful words on the face of the earth Because people would not use these 2 word, couples have gotten divorce, law suite have been filed and wars have be fought. Next – Solving the Customer’s Problem

Secret #6 Try and solve the problem Never say, “It’s Our Policy” Never blame others Assure the customer You will help Focus on the solution, not the problem How Larry Allen solves the problem Next Slide Shock the customer

Shock the Customer Follow-Up Secret #7 Shock the Customer Follow-Up

How to be a Hero When you: Show that you care Listen Let the customer blow off steam Agree Apologize Solve the problem Follow-up You will turn an angry customer into one of your best customers

Abusive Customer Use the three strike rule

Strike One Apologize again Assure the customer you are there to help Inform the customer you can’t help if they are abusive

Strike Two Apologize again Tell the customer you are on their side Let the customer know if they continue to be abusive they will have to speak to someone else.

Strike Three You don’t have to take being abused. Tell the customer you are going to turn them over to your manager. Allow someone else to solve the problem

I’m Available As A Resource To You! Call Me Anytime! Jim Facente 1-800-539-1075 x25

For more information or how to contact Jim visit: http://www.satisfyd.com/proven-experts/ Or contact direct by emailing: jim@css12.com Contact us at: CustomerSuccess@satisfyd.com To check out more about us visit our website at www.SATISFYD.com and take our Dealer Performance Assessment at http://www.satisfyd.com/resources/performance/!