EffortlessHR Blog » Customer Service http://www.effortlesshr.com/blog A comprehensive human resources blog with a focus on small business labor laws and employee issues. Mon, 01 Aug 2011 21:35:01 +0000 en hourly 1 http://wordpress.org/?v=3.3.1 Can You Make an Angry Customer Loyal? http://www.effortlesshr.com/blog/lead-articles/angry-customer-loyal/ http://www.effortlesshr.com/blog/lead-articles/angry-customer-loyal/#comments Fri, 29 May 2009 17:58:06 +0000 Darrell Griffiths http://www.effortlesshr.com/blog/?p=228 One of the most difficult situations we come across in business, is the “angry customer”. We want nothing more than to slap this person and send them on their way. Please resist this urge as it’s not worth losing that customer or going to jailJ Seriously, fighting will just make the situation worse and you could lose the customer or even lose many customers.

Understanding where that anger comes from will help you avoid being sucked into a fight with a customer. Psychologists say that anger is not a primary emotion. Anger usually comes from fear or a feeling of hurt. Once you realize that yelling and strong words come from fear or hurt then you can figure out how to calm that customer down.

If a friend came to you upset and in tears, what would you do? Would you yell at them or kick them? No, you would sit there and listen to them and validate them. Even if they aren’t right in what they are saying, they just want to be heard and validated. Try to remember this when dealing with an angry customer.

So if you remember that anger is a fight or flight emotion and that fighting back will not work, you will be able to handle the angry customer in way that is not confrontational. Remember their anger is not personal, they are afraid or hurt.

When you listen, validate, and talk calmly, and once the customer has calmed down, you can resolve the problem and calm their emotional state. When you take care of their emotional need, you will form a bond to that customer that will be hard to break. Their confidence and trust in you will grow tremendously and you just may have that customer for life. All it takes is a little understanding and you can turn an angry client into a loyal customer.

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Source: Effortless HR Software's HR Blog | Can You Make an Angry Customer Loyal?
]]> http://www.effortlesshr.com/blog/lead-articles/angry-customer-loyal/feed/ 4 Quality Customer Service During a Recession Insures Customer Loyalty! http://www.effortlesshr.com/blog/customer-service/quality-customer-service-recession-insures-customer-loyalty/ http://www.effortlesshr.com/blog/customer-service/quality-customer-service-recession-insures-customer-loyalty/#comments Thu, 28 Aug 2008 14:00:02 +0000 Darrell Griffiths http://www.effortlesshr.com/blog/?p=122 Do you have any idea the cost difference between getting a new customer compared to retaining a current customer? It costs 5 times as much to bring in a new customer, than to keep an existing one, as we all know. Now is time to ensure loyalty with your customers through utilizing the “back to basics” of customer service. It is a big chore for consumers to have to find another company to meet the needs that presently you fulfill. Customers want to be loyal. So, why do they leave? They leave because of a lack of attention to plain-old customer service.

When customers contact a company, customer service has an opportunity to improve or worsen the relationship with the customers. Hopefully you want to improve your relationship with the customers. So, it would make good sense to make these contacts as meaningful and helpful to the customers as possible. If you want your customers to be loyal, it is a good practice to have both you and your employees pay attention to your customer service practices and follow these basic tips:

1. Always tell your customer what you CAN do for them. Never tell them what you CAN’T do for them.

2. If customers are angry, let them vent at first. Remember it’s not personal. Do not interrupt them or start to speak until they have finished everything they have to say.

3. Diffuse anger by saying “I understand that you feel upset or angry.” This will acknowledge the customer’s position and it gives the customer the sense that you care about what they are feeling.

4. Remember the customer’s name and use it at various points in the conversation. Write it down if necessary so you don’t forget the name.

5. Make sure you present an acceptable solution to the customer’s problem. Get their consent and agreement. This will confirm where you both leave the issue.

6. Always end each contact with a “Thank you” or a message of appreciation for their business.

7. When speaking to a customer, make certain that your tone of voice matches your words. Remember, your tone of voice can contradict your message.

8. Make sure you are actively listening and wear a smile even while on the phone! There is nothing worse than asking an upset or angry customer to repeat what they have just said.

9. Follow up on your solution. Contact the customer, at a later time, to make sure that their problem has been resolved and they are pleased with the outcome.

10. Ask if there is anything else that you can do for your customer. Taking the time to ask shows the customer that you value them and often results in increased business and a more than satisfied customer.

With these few basic tips you can create and maintain loyal customers, no matter what the economy is.

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