How Difficult Can it Be?

Are you one of those who share the opinion that some customers just cannot be managed and refuse to be helped?

Maybe "YES" if your actions and choice of words are inappropriate for the moment or better still wrong. 
Certainly "NO" if you apply the five basic principles of service earlier discussed.

An irate or angry customer is an individual representing his or her own personal interest or that of an organization whose expectations have not been met leading to a disappointment.

These expectations could either be:

• Poor Product Quality or
• Poor Service Quality.

Let us work our way through these steps with the acronym "CLASSACT" Trust me it works all the time

• Courtesy: Be courteous, a moment when the customer is fuming with anger is not the time to put up terrible attitude, it will ruin whatever effort by you and probably anyone else all together.
• Listen: An angry customer customer needs all the attention, he/she wants to be heard, listen carefully to all the details to be able to identify both spoken and unspoken issues of concern. Never attempt to interrupt while the customer speaks
• Ask Questions: Once the customer is done speaking, ask open ended questions to be sure you understand what the customer's concerns, follow this with close ended questions to narrow it down.
• Soothe: At this point the customer is giving you the needed attention, try to pacify him or her with an assurance that the issue will be resolved.
• Apologise: Express an unreserved apology for the error, the error as well as the inconveniences it may have caused. This will make the customer feel good.
• Control: You are in the position to provide solutions to the clients challenge. As such, you need to be in charge of the conversation, do not loose your calm, endeavour not to get over emotional so that you do not compromise on policies or make promises you cannot deliver on.
•  Thanks; Appreciate the customer for bringing the complaint to your notice, assure him/her that the feedback would be worked on by the relevant authorities to prevent a reoccurence. Thank him or her for the patronage, encouraging the client not to bbe silent over any other challenge they may have.

With the steps highlighted above, the you would be able to easily convert an angry customer to a neutral or loyal one.

Give this a try and see your customers leaving with a broad smile! Also, feel free to share your experiences.

Enjoy your day,

Abimbola,