Summary

• All complaints come from unmet expectations, where a customer thought something would happen, but it didn't.
• When dealing with an upset customer, understand that they've likely been frustrated for a while before reaching out.
• Customers, like anyone else, want to feel heard before they seek a solution.
• Acknowledge their feelings and show empathy to make them feel understood.
• Don't jump straight into problem-solving mode; ensure they know you agree with them first.

Video

How To Take Action

Implementing Customer Service Strategies for Personal and Business Growth

Personal Growth Action Points

1. Practice Empathy

   • When someone shares a problem, take a moment to truly listen.
   • Acknowledge their feelings before offering a solution. Say something like, "I understand this has been really frustrating for you."

2. Manage Expectations

   • Set clear and realistic expectations for yourself and others.
   • Regularly check in to ensure expectations are still aligned.

Entrepreneur Action Points

1. Improve Listening Skills

   • Train yourself and your team to actively listen to customers without interrupting.
   • Use phrases like, "I hear you," and, "I understand how that could be upsetting," before jumping into solutions.

2. Set Clear Expectations

   • Ensure your marketing and customer communication set clear expectations.
   • Regularly update customers if there are any changes to these expectations to avoid frustration.

Small Business Action Points

1. Acknowledge Customer Feelings

   • When a customer complains, first acknowledge their feelings.
   • Say, "I'm sorry to hear that this happened. I understand how you feel."

2. Empathy Training

   • Conduct short, cost-effective training sessions for your staff to improve their empathy and customer interaction skills.
   • Role-play scenarios where staff practice acknowledging feelings before problem-solving.

3. Feedback Loop

• Implement a simple feedback loop. After addressing a complaint, follow up to ensure the customer feels heard and the solution was effective.
• Use low-cost tools like email or quick surveys.

These steps are low-cost in terms of money and time, but they offer high value in building better relationships and improving customer satisfaction. By ensuring customers feel heard and understood, we can turn complaints into opportunities for creating loyal fans.

Full Transcript

how do you take an angry customer and turn them into a raving fan all complaints stem from one thing they thought one thing was going to happen and instead something else happened or nothing happened when you get a customer that's upset you have to understand what's going on in the background by the time they've even come to you like they've been brewing before they reach out to you they're already pissed the off so just like if you piss your spouse off if you just immediately go into problem solving mode do they really feel good about that especially with customers and I think just people in general is that before they want resolution they want to feel hurt and they want to know that you agree with them