Recently I was facilitating an Outstanding Customer Service program and broke for lunch. Knowing that the restaurants in the area had much to desire as far as service I gave the students an extra fifteen minutes for lunch.
Sure enough a group of four students came rushing into the classroom with their lunches in hand. They sincerely apologized and quickly explained that they receive poor service at a restaurant (This restaurant is part of a national chain. Hint: its name references a day in the week. I can’t give you the complete answer.). They went on to explain that after the waiter initially took their order, they waited 45 minutes before their food finally arrived. During the wait,
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They went on to explain the food finally came and it was time to leave for class. They were not happy. They asked to see the restaurant manager. The manager sheepishly came to see them and asked, "What was the problem?" One of my students explained the situation to which the restaurant manager replied,
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So why weren’t these customers happy? The restaurant had an opportunity to turn a difficult customer service experience into a winning situation for all and squandered it. Not only will these patrons, my students,
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Let’s take a look at the ten secrets that will not only win back your customer in any situation, but have them referring new customers, but will add more money to your bottom line revenue.
1. Smile
Nothing can turn a hostile situation into position moment faster than a sincere smile. A smile that says, "I want to help you in a positive way." It communicates you are positive about the interaction with the customer. A sincere smile enhances the communication process so that you can find the solution faster.
2,
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Make sure you introduce yourself, find out the customer’s name, and let your customer know your position and why you are there. This lets the customer know you are taking responsibility to creating a solution for them. You might say something like: "Hello,
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Notice I didn’t say,
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3,
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Customers want tell their side of the story and feel like they are only heard but you listened to them. Mentally take a step back and dedicate yourself to actively listening to the customer’s story with an open mind so that you can find a solution. In the above situation,
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"I can appreciate what you’re saying,
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"I can understand how you’d feel that way,
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"I can see how you’d be upset,
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"It sounds as if we’ve caused you inconvenience."
"What I understand the situation to be."
Please stay away communication that alienates the customer such as:
"I don’t know why you are so upset."
"That’s the first complaint we ever got on that."
"I know how you feel." (Because you don’t)
"Boy, you’re sure mad."
In the above story, the students told the manager that they weren’t happy with the service because they didn’t have time to eat their meals. The manager, not listening,
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4. Be Sorry for the Right Reasons Be sincere in your concern for the customer and say sorry the correct way. Many time in the heat of the customer service situation we what to show some sign of concern so we do the following:
The first words of the interaction with the words, "I’m sorry." First, you didn’t find out any information from the customer to be sorry.
Say sorry throughout the conversation with saying what you are sorry for. When saying you are sorry, say exactly what you are sorry for.
The students, even though the manager kept repeating she was sorry, didn’t think the manager was sincere in her apology. The correct say to say you are sorry is:
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