| Home>>Business>>How to Take Care of Angry or Upset Customers and Clients | | How to Take Care of Angry or Upset Customers and Clients | | Source: www.articlesnatch.com Time:2008-3-13 23:38:52 Hit: | | |
| Here is our LEAR System.
Listen and don鈥檛 interrupt. When people are upset they practice what they are going to say. And they practice it from the beginning. If you interrupt, they are going to start all over again. So... don鈥檛 interrupt. Obviously, if the customer is getting loud and unruly you may need to quietly interrupt. But, in almost all cases, DON鈥橳 INTERRUPT!
Empathize with something like, 鈥淚 can understand why you鈥檙e upset. I would be upset too.鈥?or, 鈥淚鈥檓 really sorry that happened to you.鈥?br />
Ask. 鈥淲hat can I do to make you happy?鈥?It doesn鈥檛 get much easier than that.
Resolve - Unless the customer鈥檚 request is absolutely ridiculous, DO IT! But what if the customer asks for something ridiculous? What if what the customer wants is totally out of line? The clerk should then be trained to refer the situation to a manager with something like, 鈥淟et me see what I can do. I鈥檒l be right back.鈥?And then find an empowered manager (more on that in future issues). In order to use the LEAR System effectively you need to empower your front line people with your 鈥淢ake You Happy Guarantee鈥? I believe 鈥淢ake You Happy鈥?is the best and least costly guarantee for your business.
Here鈥檚 our Make You Happy Guarantee. 鈥淲hen a customer has a problem, TMSrs are trained to ask What can I do to make you happy? In 31 years we have never refused a customer鈥檚 request to make it right.鈥?br />
Does this mean we鈥檒l do anything? Just about, but my guess is that some day someone will ask for something so outrageous that we don鈥檛 do it. Then we won鈥檛 be able to say 鈥渋n 31 years we鈥檝e never refused a customer鈥檚 request to make it right.鈥?br />
I鈥檝e given my seminar, How To Compete With The Mass Merchandisers, to a few different organizations. Each time I ask retailers if any have a guarantee similar to ours. In each seminar a few people raise their hands. Then I ask them how the guarantee works. Every person, every time answers, 鈥淕reat!鈥?
Then I ask each of these retailers with the What Can I Do To Make You Happy Guarantee, 鈥淗ow often do people ask for more than what you would be willing to give them?鈥?The answer is 鈥渁lmost never鈥?or 鈥渘ever鈥?
If people never, or almost never ask for more than you would be willing to give them, why ask them to jump through hoops, or talk to a manager to give them what they want?
Keith Lee is the creator of the "Don't Let Your Business Ruin your Life - Yes, You Can Have It All, Make-You-Happy Management System." Keith developed the system in 1991 when
he was burnt out from all of the stresses and time issues involved with running his business. system creates happy customers, happy employees, but most of all gives you back you life.
For more articles and information on this one-of-a-kind system for business owners and entrepreneurs visit www.top-performance-teams.com
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