ComputerHunter.org |
|
|
|||
|
 |
From Disgruntled to Champion - How to Turn an Unhappy Client Into Your Best Customer
It's a salesperson's worst nightmare- the phone call that comes in from a disgruntled customer. Not only does it create extra work for you, but it cuts into your valuable selling time. But believe it or not, this is actually a tremendous sales opportunity and a chance for you to become a hero. Here's how to make this situation work for you: Empathize With the Client Though it may be difficult to keep a tight lip, just listen and let your customer vent. Listening allows you to determine what the customer is really angry about. Is it the actual problem that is causing his rage or is it how your customer looks to his superiors? Determine what the customer is really asking for and figure out how to deliver the solution. If higher level management needs to be addressed, this creates an opportunity for you to set up a meeting and establish a relationship. If your customer's business is being impacted, then you need to take quick action to find a resolution. Establish a Plan of Action Escalate the issue within your company and make sure it gets into the right hands within your customer service organization. Explain the urgency of the situation and request that the parties involved give you updates along the way. Schedule meeting times or conference calls throughout the day to give them specific deadlines and keep things moving. If you don't receive the expected updates, call them and push for resolution. Not only does this keep the pressure on, but it allows you to be the liaison for the customer. Be sure to update your customer on the progress at every step of the way. Move up the Food Chain Set up a meeting with your customer contact and his superiors. Bring in your own management and use this opportunity to show everyone involved how you are going to take action. Outline the plan for resolution and commit to updating everyone involved as your progress toward resolution- then be sure to follow up and meet your promises. A meeting like this lets you meet executives and work your way up the organization chart, laying the foundation for future opportunities. Though you are meeting under unfortunate circumstances, once the problem is resolved, you will be remembered for your quick action and excellent customer service. Offer a Concession Since you don't want to offer refunds or credits, and even if your customer doesn't expect one, it's a good idea to make a peace offering. Once the problem is resolved, offer your customer a free trial of another product. The trial will not only make them happy, but could lead to a future sale. You could also coordinate a dinner or trip to a ballgame to thank your new executive contacts for their patience and time. Does your company have a user's group meeting, trade show or annual conference coming up? Offer up some free passes. Attendance at events like these almost always leads to a sale. Whatever you do, don't just hand them a gift certificate or gift. Be sure to offer a networking event or something that leads to a future sale. Another way to wrap up and put a problem to bed is to set a meeting with your new executive contacts. Does your company have an executive briefing center? Offer to coordinate an afternoon event and show the executives your entire product line, introduce them to your company's executives and learn more about your company's vision. If your company doesn't offer this kind of service, create your own. Bring an executive briefing to them by scheduling executives from your company to speak and present your full product line. Order a catered lunch, hand out gifts with your company logo and impress the attendees with your professionalism. Unfortunately many clients have low expectations of sales people. But you can make this work to your advantage by exceeding their expectations, providing excellent customer service and showing them that you follow through on your commitments. It's the best way to build trust and lasting relationship and before you know it, your most disgruntled customer could become your best source of income. Stephanie Chandler is the author of "The Business Startup Checklist and Planning Guide: Seize Your Entrepreneurial Dreams!" and the founder of http://www.BusinessInfoGuide.com, a directory of free resources for entrepreneurs. Sign up for the BusinessInfoGuide newsletter to receive hot resources and tips every month.
Google News - Top Stories
|
|
|
|
RELATED ARTICLES
Why Communication Skills Dont Work In Customer Service Every time my firm conducts communication skills training, we know someone is going to object. The Consumer Power While most companies talk about consumer friendliness, customer centricity, customer relationship etc. more often than not they are mere lip service or jargons with little sincerity behind these grand sounding words. Customer Service and The Human Experience Historically, customer service was delivered over the phone or in person. Customers didn't have many choices, and switching to competitors was cumbersome. Today, these methods are but two of the many possible touch points of entry for any given interaction. With all the options the Internet brings, competition is literally a click away. If, as has been reported, 65% of your business comes from current customers, then in order to stay in business, you best focus on winning the satisfaction and loyalty of those customers. If Everyone Thinks They Give Good Service, Why Do We As Customers Think Its Poor! First of all let's look at what customer service is all about. Does Your Customer Talk Back To You? What is your customer saying about you? Do you really know? Does your customer really know who you are? In the Villa of the Sick Cat -- A Lesson in Customer Care If you're a pet owner, you know the stress of having a sick pet and you know that having a great veterinarian is a wonderful thing. My cat, Zoe, came down with a nasty infection that had me racing off to the vet's office last week with an unhappy, howling kitty in tow. (She's doing much better now.) Quality vs. Quantity There is a battle in Call Centers. The teams are Quality vs. Quantity; two performance factors that don't seem to get along. Are You A Coward? I Was Over the last month, I have come to hate emails and answerphones; not because I get 100 emails every day but because emails and answerphones are fast becoming the tool of the coward. At Beyond Philosophy we worked with a client a while ago whose account managers and sales teams never used to speak to anyone! They just used to send emails. If the customer called in they were greeted by answerphones which were kept on all day. You see the sales teams were all busy doing "real" work. The customers were just interrupting them. Surely this must be the height of "inside out" behaviour. Dealing with Disgruntled Customers No matter how hard you try, in business you simply can't please everyone. You could have a highly trained customer service squadron and an award-winning product, but still you'd have some buyers who just weren't happy. The bad news is that unhappy customers are more eager to share their experiences than happy ones which could spell disaster for your business. Customer Service - Winning Customer Experiences Winning Customer Experiences Setting Up a Customer of the Week Program for a Mobile Car Wash In a mobile detail or mobile car wash business you are on a first name basis with your customers. You sink or swim with your ability to please your customer and rely on them to build your business by referring their friends, associates and neighbors. One excellent way to insure referrals is to set up a "Customer of the Week Program." Here are some pointers to help you do just that. Customer Service: Stop Sabotaging Your Customer Relationships If you've called for customer service recently you're familiar with this recorded message "This call may be recorded or monitored for quality purposes." I immediately think to myself, "Oh great, here comes the game of 20 questions." My Child Has Opie Eye! 7:00 a.m., the silence in the house is broken by my child's call to me, from another room, "Mom, please take care of my Opie eye!" Customer Neglect What have you done for your existing customers lately? Probably not much, if you are like most businesses. When a Customer Has Done Everything to Get Your Goat You try to make your customers happy. You sincerely WANT them to be pleased with your products and service. You go out of your way to provide quality and integrity in everything you do. Reducing Customer Resistance to Your Product or Service Resistance has to do with putting up blocks that prevent us from doing, being, or accomplishing what we want for our business. There are many reasons for feeling resistance including fear of new things or change, fear of failure or success or even fear of not being perfect. Top 10 customer service tips 1. Hire people who have a service attitude. Some people simply enjoy serving others, their organizations, and even their communities. The spirit of service dominates their personality. This attitude of service has nothing to do with money or background, and people who have this attitude are not necessarily the most outgoing or bubbly. This type of person will move your business forward. These people make the best salespeople as well. 3 Special Benefits Every Customer Wants Every customer looks for 3 special benefits when they do business with you. They may not specifically ask for these benefits. But you're losing sales if you don't automatically provide all 3. Dont Be Afraid To Give Problem Customers The Boot Q: In a recent column you made the point that the customer is always right, which I agree with. However, in the same column you also said that it is sometimes necessary give problem customers the boot. If the customer is always right, at what point do you think they become so problematic that you should stop doing business with them? -- Gary M. How To Keep Your Customers Coming Back -- Understanding Customer Retention Why do some businesses offer points, stamps or every tenth coffee for free?
|
|
|
|
|
