The receptionist said an angry customer had a complaint. Brenda was told to try and help solve this problem.
(At least she had been warned.)
On that day I was teaching a sales training and customer service class at Brenda’s company in Dallas.
The course was divided in half so customers could be taken care of during the class.
On Tuesday Brenda was in the “taking care of customers” half of the group.
We found out later how Brenda calmed the angry customer. It was good that this had been part of our roll play the day before.
What Brenda said was perfect.
She waited until the very upset customer stopped venting – the best thing to do because when someone is angry about bad service or no service, s/he needs to vent.
(Definition of “vent” from the Mirriam-Webster dictionary: “to express (an emotion) usually in a loud or angry manner.”
When the customer paused and took a breath, Brenda used eight compelling words to let the customer know she understood and was sympathetic.
The Eight Best and Most Helpful Words
“I am so glad you called us today.”
The customer relaxed and Brenda said she understood why the customer was upset.
The customer was relieved.
Brenda said she could help and asked her to please explain what happened.
After the conversation, Brenda took steps to resolve the problem and then phoned the customer to let her know what would happen next.
This is what we all want, isn’t it? Understanding and kindness plus a resolution of the situation.
What Not to Say
The temptation may be to be defensive when a customer complains. Or to interrupt and try to explain the reason for the problem.
But that only makes it worse.
After the problem has been resolved
Writing a letter of apology will go a long way towards repairing and/or creating customer loyalty.
Customer Service and Sales Solutions
You will find out more about how to respond to objections and unhappy clients – when you join my sales training e-Course.
And you will:
- Learn how to create your own unique opening statement which will motivate the prospect to become more interested and end up in new sales for you.
- Use authentic words that will cause the prospect to trust you and feel that you are there to help her rather than “just get the sale.”
- Find out exactly how to create trust during the first call.
- Discover specific questions to ask the prospect that will motivate her to think and share important information you need to move forward with the solution.
To Find out How this e-Course Fits with Your Situation
1.) Send an email to firstname.lastname@example.org with your name, company name + email address and I’ll respond to you within 24 hours.
2.) We will schedule a time for a phone conversation to talk about your situation, challenges and goals.
Thanks for reading – I look forward to talking with you!