How to work with dissatisfied customers?

    How to work with dissatisfied customers?

    No one is safe from mistakes; it is almost impossible to completely eliminate them. Therefore, an annoyed customer is an indispensable part of business reality. And only depends on your actions, he will go to competitors or remain; Will tell friends about bad experiences or enjoy excellent service.

    Common types of clients, step-by-step instructions for resolving conflicts and recommendations on how to turn a negative experience into new opportunities will help you.

    Types of dissatisfied customers

    Some clients expect a thorough apology, others respond calmly, but shake their heads, and still others insist on an immediate solution to the problems. Each requires a special approach, and it is good if you immediately determine which one. Understanding what the client expects of you, you will correctly build a conversation and minimize discontent.

    A fierce client sends you a stream of continuous accusations - general and, possibly, personal. It takes some time for him to go directly to the problem.

    Sometimes such behavior is deliberately “embellished” in order to evoke a feeling of guilt, because of which employees are trying in every way to at least somehow please.

    Show firmness, patience and politeness. Excuses will not help. Better get down to business right away: explain how, who and in what time will solve the problem.

    A balanced client replaces the accusations with the phrases “well, I don’t know,” “how so,” “I would have acted differently.” He is culturally indignant, expressing concern and disagreement.

    Answer calmly, but confidently. Solve the problem and be sure to keep up the conversation on other topics, as this type of customer especially values ​​attention .

    A quiet client rarely complains, but forgets nothing and draws conclusions. At one point, you just discover that he went to the competitors and simultaneously told his colleagues how bad your service is.

    Organize an easy way for complaints and complaints: periodic letters with a short questionnaire, a call from a personal manager or another method will help, depending on the standards adopted by the company. You don’t overdo it: according to statistics, out of 25 quiet clients, only one complains .

    The key client is aware of its importance, confident that it deserves the best, and is willing to pay for it. Like a fierce character, he does not tolerate excuses and requires quick troubleshooting.

    Solve the problem, then be sure to contact the client, check if everything is in order, and ask how to compensate for the inconvenience .

    Omniscientthe client is upset that you do not agree with all his offers. He sincerely believes that he understands many things, although this is not always true.

    Explain your position in detail and give examples from personal experience. This type of customer is great for improving communication skills. .

    The requesting client seeks compensation. He does not need answers and explanations. If he believes that you are guilty, he will not be happy with anything except a bonus for the inconvenience.

    Self-control, product confidence, accurate numbers and verified facts will help repel an unreasonable onslaught .

    Whimperingthe client asks a lot of questions, does not bother trying to figure out incomprehensible moments, writes support and complains even in situations where the problem does not apply to your product.

    Be patient and keep cool. It is difficult to satisfy such a client: he is waiting for the most detailed answers and lengthy apologies, after which he immediately finds a reason for a new complaint. The plus is that he will appreciate your efforts. If he likes everything, he will sing praises about you to everyone you know .

    Conflict resolution

    Seven proven steps will help with honor to overcome a difficult situation and increase the company's reputation in the eyes of the client. Stock up on endurance, patience and diplomacy in advance.

    1) Listen

    Allow the client to speak fully. Perhaps he is angry and communicates in elevated tones. Do not take this to heart - aggression is directed not at you, but at the situation. Keeping cool is extremely difficult, but don't succumb to emotions.

    Your task is to figure out what the problem is and help the other person let off steam. Do not interrupt the client, but make it clear that a quick solution to the problem depends on his calm.

    Your enemies: emotionality, increased tone, a mirror image of customer behavior, inattention .

    2) Show empathy

    We all enjoy the compassion of the interlocutor, especially in stressful situations. After the client’s aggression subsides, gather strength and express sympathy. Show that you understand how upset he is.

    Your friends: "I understand your frustration," "As you should be, it is unpleasant," "I myself have been in this situation and I know how horrible it is" .

    3) Apologize

    Even if you are not personally guilty in this situation, be sure to apologize. Attempts to point out the perpetrators, blame the problem on third-party service, magnetic storms or the full moon are inappropriate, they will only add oil to the fire.

    Imagine yourself in the place of the client, think about the inconvenience that was caused to him, and apologize.

    Your enemies: evasion, falsehood, formal politeness .

    4) Decide on actions

    If you are not completely sure what the client expects, just ask him. Repeat the key points of the problem and ask additional questions if necessary. So the client will understand that you listened carefully, and you will confirm your assumptions as to which direction to move. You must clearly understand what result will leave the customer satisfied.

    Your friends: desire to get to the bottom of the matter, calm, friendliness .

    5) Solve the problem

    If the solution to the problem is your responsibility, do it. If not, immediately connect a specialist who will cope with the task better than others. Explain your actions to the client and warn how long it will take to resolve the shortcomings.

    Offer compensation: a discount, bonus or free use of your product for a specific time. If you are at a loss, ask the client: “What can we do for you in the form of compensation?”

    Your enemies: random actions, slow response, refusal to compensate .

    6) Restore strength

    After achieving the desired result, relax, and also take a few minutes to reflect on what happened. Even if the client was eventually satisfied, such situations do not go unnoticed. Therefore, a short “cleansing” of the mind will do you good. Documenting events (time, date, problem, and solution) simplifies this process.

    Your friends: a short break, analysis of the situation, conclusions for the future .

    7) Perform a diagnosis

    Appreciate a dissatisfied customer - he showed a weak point of a product or service. After settling the conflict, figure out the reasons. Do not look for the guilty, do not stir up a war between employees - just make sure that this does not happen again in the future.

    Your enemies: neglect of the received signals and the lack of "work on errors . "


    Do not turn the desire to provide excellent service into banal vulgarity . Customers are not always right, and some of them will remain unhappy. Respect yourself and your employees. Act as the famous principle of the Ritz-Carlton hotels states: "Ladies and gentlemen serve ladies and gentlemen."

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