Modern managers are always seeking ways to make employees more productive. The current economy is not only hard on individuals seeking work, but can be challenging for managers who are trying to hold on to good talent. While companies can’t make every employee happy all of the time, they can at least acknowledge and address some of the top reasons that talented employees leave. One of these reasons is that many workers don’t feel like they are being productive in their current line of work.
Unhappy customers….who needs them? Not!
No one likes to receive a complaint, but it really is a matter of whether they arrive sooner or later. 96% of unhappy customers don’t actually complain. However, 91% of them will simply leave and never come back. Knowing this, wouldn’t you agree that a complaining customer is sometimes better than one that is silent but halfway out the door? Having unhappy customers might be a second chance in disguise. Here are some tips to help you deal with unhappy costumers.
In this era of social media, people frequently turn to social networks to complain, and they can be really rude about it sometimes. What you need is the skill not to respond unkindly, because your answer may well be read by anyone. Protect your brand by being kind – always.
Always remember that complaints are not personal, and that the customer’s anger is not directed to the employee, but towards the company in general. This fact will help you to remain calm and polite. If you listen with understanding & sympathy, even the angriest customer will calm down.
Find out what their problem is, so you can work towards alleviating it and not towards a solution that does not actually help them in any way. The point is to resolve the customer’s issue.
Before taking action, verify that what you’re doing really helps the customer by asking the customer himself/herself. Once a resolution is agreed, act quickly to implement it. All the customer really wants is a listening ear that will respect their point of view, and work towards helping them.
No matter what or who caused the problem, never blame your customers (even if they have caused the issue). Making excuses is simply a waste of time, and it makes customers even more annoyed. Instead, take full responsibility and do whatever you can in your power to solve the problem as quickly as possible.
Think about customer complaints as opportunities to improve your service and to transform unhappy customers into fans. Your most unhappy customers are your greatest source of learning.
Employees who handle customer service complaints quickly, efficiently and professionally take advantage of a unique opportunity: the chance to turn an unhappy customer into a satisfied customer. According to a report by White House Office of Consumer Affair, happy customers who get their issue resolved tell about 4-6 people about their experience. Not bad, right?
Next time you have to deal with a disappointed customer, remember that it takes 12 positive experiences to make up for one unresolved negative experience, so believe me when I say that you do not want to miss even one chance to turn a negative experience into a positive one.
We appreciate Zopim for this Original Article.
Succeed as a Client Support Professional with these helpful CSP tips!
Working from home is very rewarding, but it does take discipline. Assist A Boss is here to support you all day, but we cannot make you work if do not want to work. It is on you to answer the phones, respond to emails and/or assist online customers via web support. Servicing the clients is your bread and butter and how you earn money. You must be self-motivated. There is no one hovering over your shoulder to make sure that your work gets done.
The reality here, is there are going to be more distractions in your home office, but that doesn’t have to change your work ethic or how you get work done. Even if you are working from your sofa, you are still working. Prepare yourself each day by “arriving” to work on time, eating lunch or dinner on a tight schedule and managing your time throughout the day. You choose your schedule, so there is no reason why you shouldn’t be able to stick to the schedule that YOU chose.
This is a customer service position and you are engaging and interacting with real customers. While we wish that all of our customers are pleasant, they are not. You cannot have the good without the bad – it just comes with the territory – but it’s imperative that you are positive and optimistic and remain professional and capable of providing a high level of service regardless of the situation. We are not implying that you have to succumb to verbal abuse, but you do need the ability to turn your customer’s frown upside down.
The Arise voice assessment is a free and fast, 10 minute evaluation conducted over the phone. It measures your voice quality and your ability to interact with customers.
The test is composed of 2 parts:
You only have ONE attempt to get this right. You cannot re-record your answers once you complete each question and you cannot re-take the voice assessment once it’s submitted. When you get to the voice assessment, I recommend that you play the video on the upper right side of the page to find out what is expected from you. When you take the voice assessment, make sure that you are: enthusiastic, user proper enunciation, speak clearly, use the appropriate grammar and most importantly, FOLLOW DIRECTIONS.
Assist A Boss is one of the few Arise IBOs to offer low service fees, unlimited referral bonuses, training reimbursements, record keeping, incentives for top performers, and so much more! View our openings and apply for a position today.