Deal with the aftermath and support teammates after an encounter - Deepstash

Deal with the aftermath and support teammates after an encounter

Dealing with problems from customers is a very stressful experience, so it is important to take time off to calm yourself afterwards. Remind yourself that not all customers are that way and cheer up, especially if you’re able to resolve the situation as expected.

Remember to follow up on the customer, even if you know it might not be a pleasant experience.

check up on your employees who deal with rude customers to be sure they are okay. Be sure to give them your support because even though customers are important, you have a greater responsibility to your people.

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Making sense of customer experience #business #customerservice

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MORE IDEAS FROM Is the customer always right?: Ways to maintain solid customer relations

The Origin Of Things…literally

The term “the customer is always right” is a phrase that was pioneered by Harry Gordon Selfridge, John Wanamaker and Marshall Field, and even though it is still unclear who exactly came up with the phrase, this notion was used successfully by these men to run their businesses…then.

Today, the term has been overused and misinterpreted to mean “you can accept shitty behaviour from your customers, just to get their money”

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What it really means is that the customer is important and has to be treated specially- like a king . This is essential in keeping customers because they are now equipped with a very powerful weapon; social media, and can easily either boost or destroy your business in a single post.

So, how do you relate to customers in a way that promotes openness and transparency without compromising the quality and experience of your service?

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Always listen before you act

Everyone likes to be heard and understood and customers love this even more. Patience in listening, even to the silliest of complaints, can go a long way to improve your customer service experience.

If a customer’s complaints are outrageous, out of context or just plain rude, try to stay mute. Take deep breaths and calm down. Smile and make sure not to avoid eye contact.

It is your responsibility to clear things up with the customer and leave a good impression about you, your company and its products and services.

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What a customer thinks may be wrong, but what they feel can never be wrong. This is what makes the customer “always right”, because you can’t say someone is wrong for feeling one thing or another. Imagine how it feels to be told how you should be feeling. Annoying right? That’s exactly how it is for customers.

Instead of using negative power statements, you can start by expressing how you feel and use that as a point to correct whatever is making them feel that way. Your customers will know their feelings are being taken into consideration , but need to be changed.

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When a complaint is made, or a situation arises, make sure to handle it on the spot. The faster a complaint is resolved, the more confidence your customers will have in your company’s services. Look out for quick and simple solutions.

If an issue cannot be resolved immediately, explain the situation to your client as clearly as possible and assure them that it will be resolved in due time and possibly give a specific time or date to calm them down. If they are still not satisfied, you might want to ask them what they think would be the ideal situation and work with that if you can.

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Sometimes, a customer is wrong, no matter where you look at it from. These types of customers are mostly very rude in such situations or just create a nuisance. In such situations, you need to be assertive and get your message across in a very firm but polite fashion.

State the details of the situation clearly and confidently especially if what they are doing or saying are factually wrong or go against the rules of the company. Also, make it a point to back up your colleagues when they find themselves in similar situations. That way, you can count on getting their support back.

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RELATED IDEA

Customer Experience vs. Customer Success

Customer Experience (CX)

  • Considers the customer from the very beginning
  • The CX team relies on understanding how the customers think adn feel towards the company
  • Every interaction performed whether human or digital, feeds into the understanding and development of a great customer experience

Customer Success (CS)

  • The CS team works to understand how the customer engages with the product post-sale in order to identify ways to optimize their engagement
  • They work with the product teams in order to heighten the amusement and improve upon the frustration points of the customers

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Difficult customer conversations

Some conversations become difficult due to several factors.

  • It could be due to differences in people's expectations.
  • Miscommunication can contribute to misaligned expectations.
  • Emotions often steer people's conversations. Your customer may have a bad day or get confused.

Most tough situations can be avoided by understanding your customer's expectations and aligning them with the business's goals.

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Customer Discovery “is all about questioning your core business assumptions.” (Brant Cooper, author of The Lean Entrepreneur)

Performed correctly, Customer Discovery is a customer-centric, scientific process that puts evidence behind an assumed product-market fit:

  1. Observing and defining a phenomenon (problem or market need)
  2. Developing a hypothesis about a solution to the problem (business idea)
  3. Conducting an experiment to test the hypothesis (getting “out of the building”)

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