| Recently I was facilitating an Outstanding | | | | "I know how you feel." (Because you don't) |
| Customer Serviceprogram and broke for lunch. | | | | "Boy, you're sure mad" |
| Knowing that the restaurantsin the area left much | | | | In the above story, the students told the |
| to desire as far as service I gave thestudents an | | | | manager that theyweren't happy with the service |
| extra fifteen minutes for lunch. | | | | because they didn't havetime to eat their meals. |
| Sure enough a group of four students came | | | | The manager, not listening, said, |
| rushing into theclassroom with their lunches in | | | | "Would you like dessert?" The solution was not |
| hand. They apologized andquickly explained that | | | | more food. |
| they received poor service at arestaurant (This | | | | Listen for the solution! |
| restaurant is part of a national chain. Hint: | | | | 4. Be Sorry for the Right Reasons |
| The restaurant's name references a day in the | | | | Be sincere in your concern for the customer and |
| week. I can'tgive you the complete answer). They | | | | say sorrythe correct way. Many times in the heat |
| explained that after thewaiter initially took their | | | | of the customerservice situation we want to |
| order, they waited 45 minutes beforetheir food | | | | show some sign of concern sowe do the |
| finally arrived. During the wait, no one came | | | | following: |
| tocheck on them. | | | | The first words of the interaction are with the |
| Finally, when the food arrived, it was time for the | | | | words, |
| group toreturn to class. They were not happy, so | | | | "I'm sorry." First, you didn't find out any |
| they asked tospeak with the restaurant manager. | | | | information fromthe customer to be sorry. |
| The managerapproached and asked, "What was | | | | When saying you are sorry, say exactly what |
| the problem?" One of mystudents explained the | | | | you aresorry for. |
| situation to which the restaurantmanager replied, | | | | The students, even though the manager kept |
| "The food ticket only shows you werewaiting for | | | | repeating shewas sorry, didn't think the manager |
| eleven minutes." My students were still | | | | was sincere in herapology. The correct way to |
| notsatisfied and said as much to the manager. | | | | say you are sorry is: |
| She asked them, | | | | "I'm sorry you had to wait so long for your food." |
| "Would you like dessert?" My students | | | | "I'm sorry that you were treated that way." |
| re-emphasized theirdissatisfaction. Each time my | | | | "I'm sorry that our employee said that to you." |
| students expressed theirunhappiness, the | | | | "I'm sorry this situation happened to you." |
| manager would say she was sorry. But | | | | Let the customer know exactly why you are |
| mystudents weren't buying it. The manager then | | | | sorry. Thestudents thought the manager's |
| left withoutexplaining where and what she was | | | | "sorrys" were insincerebecause she never |
| doing. The managerreturned and told my students | | | | mentioned why she was sorry. |
| that their meals were free. | | | | 5. Give Your Personal Assurance |
| Even though the manager gave them free meals | | | | Let the customer know you will personally create |
| my studentssaid they will never go back to that | | | | a solutionfor them. It could be as simple as saying, |
| restaurant or any otherrestaurant in that chain. | | | | "I'm takingpersonal responsibility for this." |
| So why weren't these customers happy? The | | | | 6. Ask Them What They Want |
| restaurant hadan opportunity to turn a difficult | | | | One of the fears that we have when trying to |
| customer service experienceinto a winning | | | | satisfy thecustomer is that we think they want |
| situation for all and squandered it. Not onlywill | | | | something out of ourreach. Ask the customer, |
| these patrons never go back to any restaurant in | | | | "What would you like me/us todo?" or "What |
| thatchain, but they will tell others about their | | | | would make this situation right for you?" |
| unhappyexperience. The unhappy customer, on | | | | You will be surprised that in most cases the |
| average, will tell 27other people about their | | | | customer will askfor less than you were |
| experience. With the use of theinternet, whether | | | | expecting. |
| web pages or e-mail, that number canincrease to | | | | 7. Use Statements of Conviction |
| the thousands, if not millions with the click of | | | | Say the following to gain the confidence of the |
| abutton. However, according to the Department | | | | customer: |
| of Consumer | | | | "We're going to do something about that!" |
| Affairs, 82-95% of unhappy customers will come | | | | "We will make a change right now!" |
| back ifimpressed and actually refer five new | | | | 8. Present a Clear Plan of Action |
| customers. | | | | Make sure the customer knows what you are |
| Let's take a look at the ten secrets that will not | | | | going to do tocorrect the situation for them. |
| only win backyour customer in any situation, but | | | | Ninety-five percent of makingthings right for the |
| have them referring newcustomers that will add | | | | customer involves making them awarethat you |
| more money to your bottom linerevenue. | | | | are taking action to make a difference for them. |
| 1. Smile | | | | Explain to them the actions and timelines you |
| Nothing can turn a hostile situation into positive | | | | need to take tomake things right for them. If you |
| momentfaster than a sincere smile. A smile that | | | | need to leave or make atelephone call to obtain |
| says, "I want to helpyou." It communicates that | | | | additional information, say: |
| you are positive about theinteraction with the | | | | "Excuse me while I make a telephone call to |
| customer. A sincere smile enhances | | | | obtain thebest solution for you. This will take five |
| thecommunication process so that you can find | | | | minutes, can youplease wait? |
| the solutionfaster. | | | | "Excuse me, I need to ask the person with the |
| 2. Introduce Yourself as the Solution Creator | | | | missingpiece of information so that we can quickly |
| Make sure you introduce yourself, find out the | | | | resolve this foryou. Do you mind waiting five |
| customer'sname, and let your customer know | | | | minutes?" |
| your position and whyyou are there. This lets the | | | | Note: Make sure you get back to the customer |
| customer know you are takingresponsibility for | | | | before thetime you specified. If you promised ten |
| finding a solution. You might saysomething like: | | | | minutes, get back tothe customer before ten |
| "Hello, my name is Mike. I am the manager at this | | | | minutes. Rule of thumb, double thetime it would |
| location. Iam here to assist you in this situation, | | | | normally take to get the information. If youknow |
| please tell me aboutit." | | | | it will take ten minutes to get the answer for |
| Notice I didn't say, "What's the problem?" By using | | | | thecustomer then tell the customer you will get |
| "What's the problem?" you start the customer | | | | back to themwithin twenty minutes. |
| servicesituation in a negative note. The customer | | | | 9. Move Quickly to the Solution |
| is thinking | | | | If you applied steps 1-8 you are ready to give |
| "You're the problem," "This establishment is the | | | | the customerthe solution they wanted for a |
| problem," | | | | win-win situation. You canconfirm this by saying |
| "The whole world is the problem," etc. By starting | | | | the following: |
| yourconversation with "I am here to assist you in | | | | "Would this be agreeable for you?" |
| this situation,please tell me about it" you are | | | | "Is this the solution you were looking for?" |
| setting up a "verbalagreement" in the customer's | | | | "Will this make things right for you?" |
| mind to move to a solution. | | | | 10. Ask for the Business |
| Note: If possible, please use the customer's | | | | If you did everything right this is the perfect time |
| namethroughout the conversation. | | | | to ask thecustomer to come back and do |
| 3. Listen | | | | business with yourorganization. You showed that |
| Customers to want tell their side of the story and | | | | you were professional,caring, sincere, positive, and |
| feel likethey are not only heard but that you | | | | proactive. Why wouldn't theydo business with you |
| listened to them. | | | | again? |
| Mentally take a step back and dedicate yourself | | | | Some of the way you can say this include the |
| to activelylistening to the customer's story with | | | | following: |
| an open mind so thatyou can find a solution. In | | | | "We would appreciate the opportunity to serve |
| the above situation, the managerstood silently | | | | youagain in the future." |
| while my students were explaining their story. | | | | "Please come back and I will personally guarantee |
| Be active in your listening and create empathy | | | | youreceive outstanding service." |
| ("put yourselfin the customer's shoes") with | | | | "Here is a 20% coupon. Please use it on your |
| statements such as: | | | | nextvisit to our establishment." |
| "I can appreciate what you're saying." | | | | It's important that you let the customer know |
| "I can understand how you'd feel that way." | | | | that youappreciate their business and want them |
| "I can see how you'd be upset." | | | | to come back. |
| "It sounds as if we've caused you inconvenience." | | | | Remember, if you did everything right, not only |
| "What I understand the situation to be..." | | | | will theycome back but they will tell other people |
| Please stay away from communication that | | | | to do business withyou. Use challenging customer |
| alienates thecustomer such as: | | | | service situations to winback your customers and |
| "I don't know why you are so upset." | | | | build your business. |
| "That's the first complaint we ever got on that." | | | | |