Step 10 and Growth 1
1. Prepare yourself
2. Let your anger be lifted
4. Check your understanding
5. Empathize with these clients
6. Ask what you would like to solve the problem
9. Including the Call
11. Take Care of You
1. The Call – Make It Yourself
The first step when dealing with an angry or innocent client is to prepare yourself. Sit upright, make sure your position is good, smile in your face and take a deep breath. In many cases, you should be prepared while the customer is on the line. Of course, do not take the deep breath directly into the phone, but take a deep breath and prepare yourself. In some cases you will know that you work with an enviable client. Your office companion can take the call and throw the "look" when you send the call. (You know, "This look," he says, "Boy, do I have a client for you?") Before answering the call, take a few seconds to get ready. Next, pick up the line and start the call flow process described below.
2nd Let them quench their anger
The second step is that the angry and envious customers crush their anger. These clients must be licensed from start to finish. And do not break it. Unlike the typical call flow process discussed earlier, do not use short messages with innocent clients. The weird thing with these customers is that there is a "tape recorder" in their heads. When they are called, they have already prepared the squeegee. They tried and heard – all this. If you interrupt your sentence with such short messages, such as "I see" or "understand", angry or innocent customers stop their "tape recorder", rewind, rewind, and play the entire tape. So you have to allow these customers to cease without interruption.
The third step is listening to angry or irish clients. We also recommend making notes. Warning forces you to actively listen. You can also return to the notes later during the conversation.
4th Review Understanding
Fourth step to dealing with angry or irish clients check what they have told you to understand the situation. Repeat their central messages literally. Do not paraphrase. What can happen if we paraphrase an angry or harmful receiver message, but what is wrong we get?
Customers are getting weird. He might have fired the table and said, "I did not say that you did not listen." If the word in question is repeated, the angry client agrees with the statement and will be able to check the problem.
There are two advantages to checking comprehension. The first is that you have a better opportunity to identify the problem correctly. Second, repeating the problem or situation with your own words means that they are the same as your descriptions and agree with you because you will be correct. One key to managing angry and nervous clients is to agree to things as soon as possible. This step is the first time that these customers agree with you.
5th Empathize with them
Detection of empathy is a critical step in the call flow process when dealing with angry and harmful clients. Keep in mind that all these steps are aimed at eliminating these difficult clients and directing these customers to the point where we can provide both services and solutions.
6th Ask what you want to solve the problem
In the invoked process, we want to pinpoint angry or crazy customers as to what customers need, respond to their needs, and get access to the action plan. Defining Customers & # 39; by asking open and closing questions. Ask enough questions to get all the information you need. Do not forget the answers – repeat the word information word.
Then respond to your needs by developing an action plan to solve your problem. If you disagree with the proposed plan, find out what you want to resolve. At this point you can determine whether they are unrealistic and angry. However, most of the customers will be discontinued at this time and will be relaxed and realistic.
So ask these customers what you want to solve. If they are still angry then their answer is "Just fix it". Or their answer may be unrealistic. But it is possible that there are some suggestions you did not think about. In fact, you can find a variety of acceptable solution plans. Keep in mind that customers like alternatives and give them options (if any).
Involving clients in the resolution process so they will be part of the solutions. When they help define the action plan, they can better buy the solution. In addition, it is difficult for them to return to the help desk and claim that they did not work if they were able to reach the solution. Ask these customers what they like as a solution and determine the resolution plan together.
7th Get Agreement
Then you want to agree with angry or innocent clients. You would like to follow the same strategy to conclude the agreement. Concluding an agreement is the step when you and your clients jointly finalize action plans to resolve the problem. Remember; do not make an action plan for customers. In order to satisfy customer satisfaction, you have to give them the opportunity to accept the action plan you have proposed orally. This move can be as brief and informal as you ask, "Is this the trend like the way?" And their answer: "Sounds good to me."
8th I apologize
The next step in the treatment process of angry or harmful customers is apology. Some customer service professionals may argue that you do not have to apologize if you have not caused the problem. Also, you can not feel comfortable when you apologize to your customers.
However, from a customer service point of view, you have nothing to lose by apologizing and everything you need to win – if you are honest. Customers generally react positively when I apologize. They can actually apologize for their behavior. This step in the call flow process can be a big difference when dealing with heavier clients – again if you are honest.
If you can not apologize with a genuine acoustic absorption, do not apologize. Bad sound will be negative and the customer knows that the apology is not honest. The wrong step here is to completely destroy what you've grabbed so far.
ninth Call the Call
The next step is to end the call. When dealing with angry or innocent clients, be especially careful to finish it completely before stopping it.
You may want to follow the angry and crazy customers. Even though you've got rid of the situation, solved the problem and provided good customer service, you might want to consider a follow-up call to these clients. You want them to remember their positive relationships with your help desk or support center, and a follow-on call can help you reach this.
eleventh Finally take care of yourself
This is a very important step. Managing angry and innocent clients can be very stressful and you can rest assured that you are in a relaxed, positive attitude before you start your next call or handle your next ticket. This means you take a few minutes off the desk to take a break. Just make sure you take care of yourself so you can provide solutions and services to the next customer.
Source by sbobet