IRRATIONAL CUSTOMERS
1 . HOW IT IS RATIONALE FOR CUSTOMERS TO BE IRRATIONAL
Human anxiety has dramatically increased over the past two years . In any era , no customers enjoy hearing about all your company rules and policies . Think of how much these rules have increased today ; “ No mask , No entry ,” “ Must stand six feet apart ,” “ Must have proof of a negative COVID test ,” “ Must be vaccinated ,” “ Use hand sanitizer ,” and the list goes on and on . * Disclaimer – these examples I have shared are not an open invitation to share your political beliefs on any of these topics nor am I judging companies who are enforcing these mandates , I am just demonstrating how businesses have had to increase their rules to their customers .
2 . HOW TO AVOID CUSTOMERS FROM BECOMING UPSET
So much of the situations that fuel customers becoming upset can be avoided by keeping a few key strategies in mind . First , the majority of customer challenges come back to how well we manage customers ’ expectations . Today businesses are operating under a set of unconventional circumstances . There are a few obstacles nearly every business in all industries has in common : staff shortages and supply chain issues . Your business needs to be totally transparent about these issues on the front end . Inform your customers , “ Due to XXXXX , we are experiencing delays longer than usual . We apologize for any inconvenience that this may cause you and we truly appreciate your patience .”
Secondly , it is not what we say , but how we say it . Employees can become robotic and come across as almost rude when telling someone they must be wearing a mask or whatever policy or rule it is they must enforce . I know it gets old for the employees to keep reminding customers , but that is what customer service is all about .
3 . HOW TO DIFFUSE AND DE- ESCALATE WHEN CUSTOMERS BECOME UPSET
It is key that all your employees know how to properly react and handle a situation when a customer is inconvenienced and potentially upset . The key is that training needs to be easy to remember , effective , and easy to implement . I have seen dozens of different protocols ; my favorite that is both easy and effective is L . E . A . S . T .
Listen – Give your customer your complete attention . Listen for the real reason the customer is unhappy . Never interrupt . Keep eye contact and nod as the customer is speaking . When it is your turn to speak , speak softly .
Empathize – When we listen & think from the other person ’ s point of view , their message becomes much clearer . When we understand the customer ’ s plight , the importance of every interaction becomes crystal clear .
Apologize – Let the customer know how genuinely sorry you are that the situation happened . The customer is not always right , but never make them wrong .
Solve – Do your best to solve the problem right there on the spot and make them happy . Take personal responsibility for solving the problem , act as an advocate for the customer . Be 100 % positive the customer is completely satisfied .
Thank – Thank the customer for bringing the issue to your attention and giving you the opportunity to make it right . Thank them for their patience and for being a loyal customer .
John DiJulius is redefining customer service in corporate America today . He didn ’ t read the books on customer service , he wrote them : Secret Service , Hidden Systems That Deliver Unforgettable Customer Service , What ’ s The Secret ? To Being a World Class Customer Service Organization , The Customer Service Revolution , The Best Customer Service Quotes Ever Said , and The Relationship Economy . One of the most captivating and charismatic speakers today , John ’ s keynotes and workshops are used by world-class service companies to provide unforgettable customer service every day . In his high-energy presentations , he uses powerful visuals as he discusses the 10 commandments of customer service and explains how to improve the service aptitude of employees at all levels .
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