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Responding to angry Cheap Eric Kendricks Jersey , disgruntled and frustrated customers can be very stressful, especially over the phone. However, I strongly believe that this is precisely the time when businesses have a golden opportunity to shine. Think of it this way? it's easy to be polite and upbeat when things are going great? but way too many business owners underestimate the value of training their employees in the fine art of dealing with difficult customers; demonstrating the ?right way? and tolerating nothing less.


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Sidebar: Before I continue, some words of caution? Employees are much more willing, and able Cheap Trae Waynes Jersey , to arrive at positive solutions for unhappy customers if they are armed with the tools necessary to make this happen? the most important being, empowerment. If you cripple your employees? ability to 'turn lemons into lemonade? I've consulted with many companies that cripple their employees by severely restricting their ability to 'make good?. They erroneously claim that they will ?give away the farm? (the old, ?give ?em an inch and they'll take a mile? syndrome.) without ever considering the amount of money they're losing on lost customers; rotten word of mouth; excessive employee turnover; wasted phone time, stress, etc. I cringe every time I hear this! If you don't believe me Cheap Laquon Treadwell Jersey , go to your nearest bookstore and buy a copy of ?The Nordstrom Way? (Spector and McCarthy) and see if reading that changes your mind!


One of the unexpected pleasures you and your employees will derive from really, really pleasing a miserable customer is the joy it brings! No, this is not ? touchy-feely-warm-and-fuzzy-psychobabble? ? just try it and you'll see.


Remember, no matter what ?business? you're in ? whether you're a doctor, lawyer Cheap Ben Gedeon Jersey , retailer, non-profit organization, wholesaler, consultant, etc. you are there to serve? As one of my mentors Cheap Dalvin Cook Jersey , Zig Ziglar, said best, ?The more you help other people get what they want, the more you'll get what you want.??


So, be grateful to that irate customer who snaps you awake Cheap Mike Hughes Jersey , and presents you with an intriguing psychological challenge and is often the most thankful and your most loyal customer when its over!


Tips for Dealing with that Distressed Customer


1. No matter how angry or unreasonable your customer is, your ultimate three goals are to:


√ Calm them down;


√ Communicate your understanding of their complaint or problem and empathy; and


√ Have them leave, or hang up, thanking you.


2. How do you make this happen?


√ Smile (not profound, trust me Cheap Anthony Barr Jersey , people can really tell)as you answer the phone or greet the customer in person


√ Introduce Yourself Enthusiastically (and your organization if the customer calls in), e.g. ?Hi, my name is Mary? we're glad you called the XXX Company today! How can I help you??


Once they've told you the reason for their call, it's important to:


? Let them know that you will personally handle their complaint


? Apologize and acknowledge their feelings


? Sympathize and draw them out


? Prepare to help, ask questions Cheap Everson Griffen Jersey , and convey personal caring


? The voice's volume should be normal, not loud


? Slow your speech down a bit and lower your pitch ? these have immediate calming effects and place you in control of the conversation in a non-threatening way. Note their Name: Then use it! It's the sweetest word(s) in any language? but make sure you ask the proper pronunciation if you're not sure!


√ Give them Your Undivided Attention: They're already unhappy, so don't make it worse by making them feel that you're not really 'there? ? e.g. don't look around ? keep your eyes focused on them; no rustling papers; answering other calls; etc.


√ Listen Carefully and Take Notes: The vast majority of customer complaints are legitimate? so this should always be your first assumption. Write important information down to ensure accuracy; help you get to the bottom of the problem; avoid making the customer repeat themselves and make it easier for you to relate the situation to someone else if needed.


√ Echo key points This will go a long way in reassuring the customers and make certain that you understand the ?heart? of their complaint? ?ask the question behind the question.?


√ Provide a resolution (A great question to ask is: ?How can I best resolve this for you?)


√ Lead them to a solution (remember, if you're contact personnel are not empowered offer a solution the process make break down here?)


√ Thank them for calling or visiting; apologize for any inconvenience they've experienced and let them know that you work hard every day to ensure that every customer experience is delightful, and you will continue to do so.


√ Update their customer account to reflect your conversation and resolution to ensure that other employees can get up to speed Cheap Kyle Rudolph Jersey , if needed. Additionally, make sure that you follow-up with anyone else involved in the ?fix? within 24 hours! This is key!!


3. Put Stress in Prospective


Unhappy customers can cause stress but it's important to remember that their anger is not personal. They are annoyed at a problem, not you. Sometimes they just need to vent. If you suspect this, it's often a good idea to let them go on a bit.


4. Helpful Phrases to Use


√ How can I help you?


√ Thanks so much for your patience and cooperation


√ Sir, could you please explain the situation so I help you resolve this?


√ I'm so sorry to hear that? I don't blame you for being frustrated. I believe I would as well?


√ Let's work together to resolve this Cheap Linval Joseph Jersey , shall we?


√ I can see why you feel that way?


√ I see what you mean?


√ That must be upsetting?


√ I un

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