Six Behaviors That Cause Problems With Customers

6 common mistakes well-intentioned people make when it comes to dealing with unsatisfied customers. See tips on what NOT to do so that you’re well positioned to completely regain the trust of unhappy customers after any service issue.

1. Telling the customer he or she is wrong. NEVER tell a customer they are wrong. The customer will want to argue with you. If you know your customer is incorrect, it’s better to start off saying something like, “I thought the manual/contract read otherwise, but let’s take look.”

2. Arguing with a customer. You cannot win an argument with a customer. You can prove your point and even have the last word. You may be right, but as far as changing your customer’s mind is concerned, you will probably be just as futile as if you were wrong. Your goal in complaint situations is to retain the customer…you do NOT need to be right. Think carefully about the response you want to give and ask yourself, “Is my reaction one that will relieve the problem, or will it just relieve frustration? Will my reaction drive my customer further away? What price will I pay if “I” win the argument?” The only way to get the best of an argument is to avoid it.

3. Don’t tell a customer to calm down. Certainly, there are times when a calm disposition would make every one’s life easier, but telling your customer to calm down is rarely effective. Like you, your customers don’t like to be told what to do. Try this approach instead: “Clearly you’re upset and I want you to know that getting to the bottom of this is just as important to me as it is to you.”

4. Failing to apologize to customers in the wake of problems. One of the easiest and quickest ways to diffuse anger, create rapport, and regain goodwill with unhappy customers is to apologize. Offering an apology to a customer who experiences a problem should be a natural response from customer service providers. Yet, recent research reveals the startling fact that 50% of customers who voice a complaint say they never received an apology.

Not only does an apology give “soft benefits” such as creating calm, shaving minutes off of talk time, less stress on the employee, etc., it can also translate into significant and measurable savings in reduced lawsuits, settlement costs, and defense costs.

An apology does not have to be an admission of fault. It can be offered to express regret. For example, “I’m so sorry for any inconvenience this misunderstanding has caused you.”

5. Escalating voice. Avoid the temptation to yell just because your customer is yelling. You don’t want to get caught up in their drama. Instead, remain centered and calm, relying on your ability to communicate with diplomacy and professionalism.

6. Proclaiming to the customer: “This is all I can do.” You are there to help. Give your customer options and look for every way you can help.

Interaction at Work

I think it is important that the “door of communication” is always open. Some good steps to ensure a solid environment:

A) Employees want to trust you and you to trust them. Begin by being trustworthy and extending trust.

B) Employees want good two-way communication. Begin by being a good listener.

C) Employees want to be challenged. Set forth your vision and goals clearly and then let your workers exercise their creativity and authority in meeting your goals.

D) Employees want accountability. Not only should you hold them accountable for their own performance but you should measure your own performance as well.

E) Employees want recognition. Offer praise and express appreciation at every opportunity.

Let’s not forget about our best asset the employee. A positive environment is a successful environment.

Are You a Good Manager

A third of workers don’t consider their boss a good leader, according to a poll conducted by e-learning firm SkillSoft of more than 200 U.S. workers, in which four out of ten have been working in their field for more than a decade.

More than 35 per cent of the employees polled did not consider their boss a leader and 30 per cent did not think they were qualified to do their job.

Leadership

Some other thoughts:

How To Be A Leader by Emma & Ricky

How to be a Good Leader by Roger Darlington

Seven Personal Characteristics Of A Good Leader by Barbara White

With the lack of leadership becoming a greater concern in the business world today, it is important that leaders and managers pay attention to what is happening around them. Ask for feedback.anonymously if necessary. Look at yourself in the mirror, take classes, read etc.

Complacency should be avoided…..why be average?