Recently I was facilitating an Outstanding Customer Service program and broke for lunch. Knowing that the restaurants in the area had much to desire as far as service I gave the students an extra fifteen minutes for lunch.
Sure enough a group of four students came rushing into the classroom with their lunches in hand. They sincerely apologized and quickly explained that they receive poor service at a restaurant (This restaurant is part of a national chain. Hint: its name references a day in the week. I can't give you the complete answer.). They went on to explain that after the waiter initially took their order Jaleel Scott Hat , they waited 45 minutes before their food finally arrived. During the wait, no one came to check on them.
They went on to explain the food finally came and it was time to leave for class. They were not happy. They asked to see the restaurant manager. The manager sheepishly came to see them and asked, "What was the problem?" One of my students explained the situation to which the restaurant manager replied, "The food ticket only shows you were waiting for eleven minutes." My students were not happy and expressed it to which the manager asked them Kenny Young Hat , "Would you like dessert?" My students again expressed they were not happy. Each time my students expressed their unhappiness, the manager would say she was sorry. My students weren't buying it. The manager then left without explaining where and what she was doing. The manager returned and told my students that their meals were free. Even though the manager gave them free meals my students said they will never go back to that restaurant or any other restaurant in that chain.
So why weren't these customers happy? The restaurant had an opportunity to turn a difficult customer service experience into a winning situation for all and squandered it. Not only will these patrons, my students, never go back to any restaurant in that chain but how many other people will they tell about their unhappy experience? The unhappy customer Anthony Averett Hat , on average, will tell 27 other people about their experience. With the use of the Internet, whether web pages or e-mail, that number can increase in the thousands Orlando Brown Jr. Hat , if not millions with the click of a button. However, according to the Department of Consumer Affairs, 82-95% of unhappy customers will come back if impressed and actually refer five new customers.
Let's take a look at the ten secrets that will not only win back your customer in any situation, but have them referring new customers Maxx Williams Hat , but will add more money to your bottom line revenue.
1. Smile Nothing can turn a hostile situation into position moment faster than a sincere smile. A smile that says, "I want to help you in a positive way." It communicates you are positive about the interaction with the customer. A sincere smile enhances the communication process so that you can find the solution faster.
2. Introduce Yourself as the Solution Creator Make sure you introduce yourself, find out the customer's name, and let your customer know your position and why you are there. This lets the customer know you are taking responsibility to creating a solution for them. You might say something like: "Hello Ronnie Stanley Hat , my name is Mike. I am the manager at this location. I am here to assist you in this situation, please tell me about it."
Notice I didn't say, "What's the problem?" By using "What's the problem?" you start the customer service situation in a negative note. The customer is thinking "You're the problem," "This establishment is the problem Marlon Humphrey Hat ," "The whole world is the problem," etc. By starting your conversation with "I am here to assist you in this situation, please tell me about it" you are setting up a "verbal agreement" in the customer's mind to move to a solution. Note: If possible, please use the customer's name throughout the conversation.
3. Listen Customers want tell their side of the story and feel like they are only heard but you listened to them. Mentally take a step back and dedicate yourself to actively listening to the customer's story with an open mind so that you can find a solution. In the above situation Mark Andrews Hat , the manager stood silently while my students were explaining their story. Be active in your listening and create empathy ("put yourself in the customer's shoes") with statements such as:
* "I can appreciate what you're saying."
* "I can understand how you'd feel that way."
* "I can see how you'd be upset."
* "It sounds as if we've caused you inconvenience."
* "What I understand the situation to be..."
Please stay away communication that alienates the customer such as:
* "I don't know why you are so upset."
* "That's the first complaint we ever got on that."
* "I know how you feel." (Because you don't)
* "Boy, you're sure mad."
In the above story, the students told the manager that they weren't happy with the service because they didn't have time to eat their meals. The manager, not listening Hayden Hurst Hat , said, "Would you like dessert?" The solution was not more food. Listen for the solution!
4. Be Sorry for the Right Reasons Be sincere in your concern for the customer and say sorry the correct way. Many time in the heat of the customer service situation we what to show some sign of concern so we do the following:
* The first words of the interaction with the words, "I'm sorry." First, you didn't find out any information from the customer to be sorry.
* Say sorry throughout the conversation with saying what you are sorry for. When saying you are sorry Justin Tucker Hat , say exactly what you are sorry for.
The students, even though the manager kept repeating she was sorry, didn't think the manager was sincere in her apology. The correct say to say you are sorry is:
* "I'm sorry you had to wait so long for your food."
BattleCenter
Thema drucken
07.12.2019 08:44
Antworten