How to Deal with Customers
Summary
TLDRThis video script emphasizes the importance of addressing customer disappointment promptly to prevent escalation and loss of business. It suggests active listening, empathetic responses, and offering solutions rather than excuses. The script also highlights the power of testimonials from satisfied customers for building trust and credibility, and the effectiveness of micro-learning for employee training, promoting short, focused lessons for better information retention and application.
Takeaways
- đ Identifying customer disappointment is crucial to rectify issues and prevent future occurrences.
- đ« Avoid ignoring problems or providing excuses, as this can escalate dissatisfaction to anger and loss of customers.
- đ Listen carefully when a customer expresses disappointment, as it's an opportunity to resolve issues and restore trust.
- đ Responding defensively to a customer's complaint can lead to further dissatisfaction and potential loss of business.
- đ Acknowledge the issue and assure the customer of a timely response to show commitment and reassure them.
- đ Focus on providing solutions rather than excuses, which can help in maintaining a positive customer relationship.
- đŁ Allow angry customers to vent fully, showing empathy and understanding without interruption.
- đ€ Happy customers can become advocates; channel their enthusiasm to obtain genuine testimonials.
- đ Make it easy for customers to provide testimonials by asking in a non-intrusive manner or using their own words.
- đ Testimonials build trust, appear unbiased, and can help overcome skepticism from potential customers.
- đ Micro learning offers short, focused lessons that are easier to digest and can improve information retention and application.
Q & A
Why is it important to identify a customer's disappointment?
-Identifying a customer's disappointment is crucial because it provides an opportunity to rectify the situation, prevent future disappointments, and avoid turning a disappointed customer into an angry and potentially lost customer.
What does the word 'but' often indicate when mentioned by a customer?
-The word 'but' often indicates that a customer is disappointed. They were initially excited about a product or service but have encountered an issue that needs to be addressed.
What should you avoid when responding to a disappointed customer?
-You should avoid being defensive or making excuses when responding to a disappointed customer. Instead, focus on acknowledging their concern and working towards a solution.
What is a more effective response to a customer complaining about an issue like color discrepancy?
-An effective response would be acknowledging the concern, asking for more information (like a picture), and committing to follow up with a solution within a specified time. This approach shows you are taking the issue seriously and working to resolve it.
How should you handle an angry customer who is venting their frustration?
-Allow the angry customer to vent without interrupting, showing empathy through active listening. Once they have finished, respond with empathy before focusing on finding a solution.
Why are customer testimonials valuable for a business?
-Customer testimonials are valuable because they build trust, provide social proof, and help potential customers overcome skepticism. They are more persuasive than self-promotion because they come from real, unbiased customers.
What is the best way to obtain a testimonial from a satisfied customer?
-The best way to obtain a testimonial is to ask for permission to use a positive comment the customer has already made. You can do this directly in conversation, via email, or over the phone.
Why is it important to acknowledge a customer's positive feedback immediately?
-Acknowledging positive feedback immediately is important because it reinforces the customer's enthusiasm and prevents them from feeling embarrassed or disappointed, ensuring that their positive experience is fully appreciated.
What is micro-learning, and why is it effective in a busy work environment?
-Micro-learning involves short, focused lessons on specific topics, making them easier to digest and more aligned with modern learning behaviors. It's effective in busy environments because it reduces training time while improving retention and application of skills.
How does repetition play a role in micro-learning?
-Repetition in micro-learning helps reinforce the material, making it easier for learners to retain and apply the information. Short, repeated sessions are more effective than lengthy, one-time training courses.
Outlines
đ Addressing Customer Disappointment
The first paragraph emphasizes the importance of recognizing and addressing customer disappointment promptly. It warns against ignoring the issue or providing excuses, which can escalate the situation and lead to customer loss. The script provides an example of a poor response and contrasts it with a better approach that involves acknowledging the concern, requesting additional information, and committing to a timely follow-up. The goal is to resolve the issue and restore the customer's faith in the organization. It also touches on the importance of letting angry customers vent their frustrations while showing empathy and understanding, which can help in resolving the complaint effectively.
đą Harnessing the Power of Testimonials
The second paragraph discusses the value of customer testimonials in building trust and credibility for a business. It suggests that happy customers can be powerful advocates and provides strategies for soliciting testimonials without directly asking for them. The script offers examples of how to use a customer's own words to their advantage and how to make the process easy for them, such as through email, phone, or social media. It also highlights the importance of focusing on testimonials that substantiate claims, endorse key benefits, and are credible. The paragraph concludes by encouraging businesses to make an effort to extract powerful testimonials from happy customers, as they serve as social proof and can significantly influence potential customers.
đ° The Benefits of Micro Learning
The third paragraph introduces the concept of micro learning, which involves short, focused lessons on a single topic, making them easier to digest for busy professionals. It argues that micro learning is more effective in a work environment where time is valuable and attention spans may be short. The script explains how repetition through micro learning can improve understanding, retention, and performance. It also points out that micro learning aligns with modern learning behaviors influenced by smartphones and social media, making it more engaging and preferred by learners. The paragraph concludes by highlighting the benefits of micro learning, such as decreased downtime, increased productivity, and better skill application.
Mindmap
Keywords
đĄDisappointed Customer
đĄDefensive Response
đĄEmpathy
đĄGolden Opportunity
đĄTestimonial
đĄSocial Proof
đĄMicro Learning
đĄRepetition of Learning
đĄEmpathetic Response
đĄCustomer Advocacy
Highlights
Identifying a customer's disappointment is crucial as it provides an opportunity to rectify the situation and prevent future issues.
Ignoring customer complaints or giving excuses can turn a disappointed customer into an angry one, potentially leading to lost business.
The word 'but' in a customer's feedback often signals disappointment and should prompt immediate action to resolve the issue.
A defensive response to a customer's disappointment can exacerbate the situation and damage the customer relationship.
Acknowledge the customer's concern, thank them for the feedback, and commit to resolving the issue within a specific timeframe.
Letting an angry customer vent their feelings fully helps them feel heard and understood, which is essential for effective conflict resolution.
After a customer has vented, respond with empathy and focus solely on finding a solution without offering excuses.
Happy customers can be powerful advocates, and it's important to actively seek and use their testimonials to build trust and credibility.
Make it easy for customers to provide testimonials by using their own words and asking for permission to use their feedback.
Offering incentives or setting up feedback forms can help gather positive testimonials from satisfied customers.
Acknowledging and matching a customer's enthusiasm when they provide positive feedback helps reinforce their satisfaction and prevents potential disappointment.
Microlearning, which offers short, focused lessons, is more effective and engaging for modern learners compared to traditional, longer training sessions.
Repetition is key to retaining information, and microlearning makes it easier by allowing for repeated exposure to short bursts of content.
Microlearning is aligned with modern behaviors shaped by smartphones and social media, making it more appealing to today's workforce.
Microlearning leads to better engagement and retention, with an 8 out of 10 preference rate among learners compared to traditional methods.
Transcripts
[Music]
if you don't identify a customer's
disappointment you miss out on a chance
to rectify the situation and you miss
the chance of putting changes in place
to prevent future disappointments
ignoring the problem or worse still
serving up excuses is only likely to
turn your disappointed customer into an
angry customer and eventually a lost
customer
if you hear something like ah i was so
excited to receive my order but what
happened was your ears should
immediately prick up the word but
indicates a disappointed customer they
are no longer excited about your product
or service and have taken the time to
let you know
at this point they're hoping that you'll
remedy the situation quickly they've
handed you a golden opportunity to
resolve the problem restore the
customers faith in your organization and
erase their disappointment
don't dismiss their butt and do not go
into defense mode
i was so excited to receive my new
pajamas but when i opened the box the
colours were nothing like what was
portrayed on your website they were much
duller well we can't help that the
colours on the side are just a guide so
there'll always be some differences
this is a classic defensive response it
says to the customer that it's their
problem and you aren't going to help
them a disappointed customer doesn't
want to hear that and if they do hear it
they're likely to become an angry
customer who may choose to never do
business with you again
perhaps even convincing their friends
and family to also boycott you instead
try something like i'm disappointed to
hear that but thank you for letting us
know
can you send me a picture of the pajamas
so i can take this up with my manager
if you get it to me by noon i'll call
you back by 2 pm this response
acknowledges the customer's concern and
assures them that you're working on a
solution it also buys you some time time
which allows the customer to cool off
for a while and you to fix the problem
by assuring the customer that you will
call back by 2 pm you're committing to
the customer a commitment which if you
deliver on will restore faith
when you do call back focus solely on
the solution and avoid the temptation to
offer excuses or become defensive
penny we agree that the colors differ so
i can either offer you a 20 discount on
what you've purchased or provide you
with a full refund when we receive the
item back in our warehouse we'll pick up
the cost of return shipping too when you
hear the word but from a customer
chances are they're disappointed however
disappointment presents an opportunity
for you to impress so long as you focus
solely on solving the problem
[Music]
it's vital to let an angry customer vent
their feelings while you give them your
full attention you may feel compelled to
interrupt as they recount what's
transpired but don't
let them continue
in person
make eye contact be alert
and show empathy
nodding from time to time even if the
customer is irrational
over the phone make the occasional
indication that you're listening and
empathizing even just a sympathetic oh
sound
if you want to raise an issue leave it
until they've finished perhaps making
notes as they speak let your customer
vent all of their anger in one burst
after which you can focus on the
solution
and when they have finished speaking or
shouting leave a second or two of
silence
and make your initial response an
empathetic one and i'm totally sick of
it
mr jameson i hear exactly what you're
saying allowing the customer to get it
all out of their system reinforces the
fact you have listened intently and
almost certainly will have a full
understanding of their complaint
[Music]
happy customers can be powerful
advocates for your organization if their
enthusiasm is channeled in the right
direction many will have no qualms at
all about providing a testimonial if
you've impressed them but in almost all
cases you'll have to drive this process
i've been spending more than 900 a year
on inc this printer will pay for itself
in seven months i should have switched
over three years ago i'm glad to hear
that mrs jarvis may i use that feedback
on our website and attribute it to you a
genuine testimonial is an infinitely
more powerful persuader than any
statement you might make in person or in
writing
because it comes from a real customer
others realize it's unbiased buying you
credibility for little more than the
effort involved in asking for permission
to use it
the secret to getting more testimonials
is to make it easy for your customer you
don't have to come straight out and ask
them to provide a testimonial could you
please write a testimonial for us often
you can use the words they've just
uttered if you ask in the right way
i can't believe you managed to get here
and fix this in under an hour that's
incredible i've never used any company
that's so fast
my pleasure tristan say would you mind
if i use that comment on our
testimonials page
via email
thanks for your feedback i'd love to
quote you on our website if that's okay
or over the phone
i can't believe you managed to get here
and fix this in under an hour that's
incredible i've never used any company
that's so fast well that's high price
thank you
would you be happy for us to include
your comments as a testimonial in our
new brochure
if you believe a customer is happy but
they've not yet said as much there are
other options to solicit a testimonial
you might offer an incentive for
customers to post praise on your social
media or set up a feedback form on your
website where they can leave their
comments then put a link in your email
footer encouraging them to do so if you
regularly conduct business over the
phone ask if you can record a voice
testimonial or set up a recording
hotline for them to leave a message and
then use the audio on your website
messages on whole production radio or tv
ads or social media
testimonials work in a number of ways
they build trust they don't come across
as salesy and they help future customers
to overcome skepticism
of course not all testimonials are equal
so make sure you focus on promoting
statements that substantiate your claims
endorse the key benefits of your product
or service and are credible
testimonials are social proof that
others have made the right decision
doing business with you
word of mouth will only get you so far
so next time you encounter a happy
customer make a concerted effort to
extract a powerful testimonial it makes
good business sense
[Music]
if a customer has been genuinely
impressed with the level of service or
product you've provided and takes the
time to pass on that feedback it is
vital that praise doesn't fall on deaf
ears
man that was easily the best tank i've
ever tasted ever
ever
shall i get the bill
customers are often reticent to provide
positive feedback so when you're lucky
enough to be on the receiving end of
such a compliment be sure to match the
customer's enthusiasm and let them know
the feedback is appreciated
man that was easily the best take you've
ever tasted
i'm so happy to hear that i'll let the
chef know right away thank you
failing to acknowledge their excitement
could easily turn a happy customer into
an embarrassed or disappointed one
leaving all of the good work that
proceeded that moment wasted
while you have a delighted customer in
front of you it's an ideal opportunity
to glean more information from them
information that might help your
business
man that was easily the best take i've
ever tasted
that's good to hear what would you say
made it stand out
that was so tender but i think it was
the onion sauce that was amazing
next time you encounter a happy customer
don't leave them hanging
share their enthusiasm
thank them for the compliment and let
others in your organization know about
the feedback
[Applause]
[Music]
have you ever noticed how small bites of
food taste better
think about it
party pies
mini quiches cocktail franks the list
goes on
there's just something about smaller
that tastes better and the same goes for
how we learn
micro learning offers short bite-sized
lessons that have a specific focus on
just one topic at a time making them far
easier to digest if you're in a busy
work environment the last thing you want
is your team spending valuable business
hours stuck in a boring training course
especially when they only retain a tiny
fraction of the information presented
micro learning allows your team to learn
process and apply new information in
just a few minutes at a time
but people forget information quickly
and that's why repetition of learning is
vital
micro learning makes repetition much
more palatable with learners able to
take in short bursts of information at a
time
want your team to learn how to handle
difficult customers then focus on that
alone
get them to watch short video lessons on
the same topic over the course of a week
or a month
and watch their understanding
retention and performance improvement
grow
it means less wasted training time more
time putting skills into practice and
more time impressing customers
decreased downtime and increased
productivity
sounds like a win-win
one of the beauties of micro learning is
how it mimics the way modern learners
behave in their day-to-day lives thanks
to smartphones and social media most
employees today are conditioned to watch
short videos online
micro learning is aligned with this
pattern of behavior making your team far
more receptive to this type of training
in fact 8 out of 10 learners prefer
micro learning over traditional methods
with a 50 increase in engagement in
shorter training compared to longer
courses unlike traditional training
courses that are bulked up for the sake
of taking up valuable time micro
learning is training that's focused on
the outcome
micro learning keeps things short
sweet and to the point
so you'll have plenty of room for
dessert
[Music]
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