Receiving criticism from an indignant client is unpleasant, regardless of whether you are a recent student or a specialist with extensive experience. And even when your instinct tells you to run away without looking back, hide under the table, or at worst hang up the phone, you will have to take the blow and come to an agreement. This is much easier to do if you use techniques to get an irritated client to change his anger to mercy.
Forget about email
The easiest way to protect yourself from a demanding client who is prone to shouting is
sending him an email.
Many experts think so - and they are fundamentally mistaken. After all, when you talk to someone, your intonation and tone help the interlocutor correctly perceive the information. What correspondence does not guarantee.
You should be especially careful if the correspondence is expected to take a long time. Imagine that you communicate with a client for several days only through email. And suddenly he makes comments on an item that you thought was discussed in the past. In such a situation, the response email will become a trigger. With a high probability, the client will take this as an unsubscribe, and it is unlikely that he will be able to avoid a raised conversation, or even complaints to management.
Therefore, when communicating with a dissatisfied client, it is better to avoid emails - you will never know in advance how a person will interpret the text and what the consequences of an incorrect interpretation will be. If possible, try to have uncomfortable conversations over the phone or in person.
Make it clear you're listening.
The desire to be a super-efficient specialist and multi-task can play a cruel joke on you, especially when dealing with an unhappy client.
If a person calls with claims and complaints, God forbid you try to solve his problem until he has finished talking about it.
Tapping on the keyboard will most likely be interpreted by your interlocutor as your unwillingness to postpone a more important matter - and a wave of client indignation will inevitably wash over you.
At the first sign of customer dissatisfaction, stop any activity. It is important to let the other person know that you are extremely attentive and ready to listen. Even if you have to go to the conference room or ask your colleagues to be quiet for a few minutes, do it. The client should feel your participation.
Let the client blow off steam
The hardest thing to do when dealing with a difficult client is to bite your tongue, fighting the urge to defend yourself or to respond indignantly and tell the angry person that he is wrong.
Believe me, even if the client is really mistaken, your pointing this out will only make the situation worse.
Client - ordinary person, he may forget about something, be mistaken, get angry, and this is normal. You should remember: an angry client is often incapable of thinking rationally, and pointing out his mistakes will not bring any benefit. Allow the client to let off steam; a less emotional conversation will be much more constructive.
Admit your mistakes and apologize
If the swearing comes out of the phone in a continuous stream, wait until the client finally pauses to take a breath, admit that you caused inconvenience, and apologize.
This technique is very effective. As a rule, after such a reaction the client quickly calms down and begins to talk in a civilized manner.
By validating your client's negative feelings, you can help them justify their anger, which will move you closer to meaningful dialogue.
Disarm with kindness
Remaining friendly in a conversation with an angry customer can be quite difficult, especially if you have already let him off steam and apologized for his mistakes. But kindness is truly a magical ingredient. Without it, no tactics work.
You can listen very carefully to the client and apologize, but if there is not an ounce of courtesy or empathy in your voice during the conversation, the interlocutor will remain dissatisfied. Even if you manage to solve his problem!
Remember: when communicating with a client - by phone or email - do it as if you respect him as no one else. Be extremely careful in your expressions, be as restrained and tactful as possible, and your desire to protect your client will bear fruit.
Use heavy artillery
Sometimes you cannot calm the client down, and you need reinforcement in the person of a more experienced colleague or manager. Here are some key signs that you need help:
— The client constantly questions your authority or experience. If things aren't going smoothly, he's probably hinting that he needs to talk to more people. influential person and trusts in his ability to quickly get up to speed and solve the problem. Give the client this opportunity.
— The discussion becomes a personal insult to you (or you feel like you're losing patience and might lash out). Whenever a client does not want to tone down or engages in outright profanity, contact the manager. Eliminating such problems is one of his tasks. The client, of course, is always right, but this does not mean that you are obliged to endure outright bullying.
- It seems to you that the situation is getting out of control. In such cases, it can be helpful to involve someone who can help you cope. If the matter comes to a serious trial (even a trial), there will be someone to support you.
Dealing with eternally dissatisfied and sometimes downright aggressive clients is a difficult ordeal. However, this is not a reason to avoid them, to defend yourself, and certainly not to quit your favorite job. Try to show the angry customer that you sincerely want to help him. Most likely, he will meet you halfway, allowing you to take steps aimed at eliminating the shortcomings and disagreements that have arisen between you.
Even salons with an excellent reputation and the highest quality of services provided face dissatisfaction and complaints from clients. There can be many reasons - from the bad mood of the client himself to the obvious mistake of the master. Nobody likes receiving complaints, but if you start using customer dissatisfaction with the quality of your services to improve your service, you will certainly win back the customer's favor and attract new ones. Besides, correct reaction response to a client’s complaint guarantees that a similar mistake will not happen again, since the master or salon administrator will already have experience in resolving a conflict issue.
So, we offer 7 practical advice, how to properly work with a dissatisfied client and his complaint, what to say and how to behave to the salon master and administrator in order to regain the client’s favor or, at least, smooth out the rough edges.
Don't take it as a personal insult
Tip #1. Don't take the client's anger and dissatisfaction personally. Don't get too personal, speak calmly, politely, and maintain your dignity. The client will understand that he will not receive the same strong emotions in response and will calm down faster.
If a master or administrator who has been the target of a client’s anger remembers that the person is not angry with him personally, but with the salon (the company providing the service), it will be easier for him to remain calm and cope with negative emotions visitor.
Try to understand
Tip #2. Sympathize with your offended client, try to put yourself in his place. This will help you remain calm and polite while the client is angry. Believe me, “being sympathetic” is not the same as “taking the blame.”
If the client speaks in a raised tone, the foreman or administrator should shift the focus from the subject of the conflict to the client himself. This way, you will let the person know that you understand their position perfectly and empathize with them. In fact, the client turned to you to understand his needs.
Apologize
Tip #3. Apologize for what happened. Oddly enough, these words, spoken after a short pause in a calm tone, have a downright miraculous effect on a person’s mood. Watch your body language (be in an open position), as well as your intonation, so that your counterpart does not mistake your emotional apology for sarcasm.
Do not confuse “I take the blame” with “I apologize” or “I regret what happened.”
Do your best
Tip #4. Calmly, without interrupting, listen to the client’s complaint, even if it is far-fetched. Many conflicts are resolved at this stage. If the client does not calm down, demonstrate to the client that you are concerned about their complaint and are ready to help them.
It is extremely important to take a serious approach to solving the problem that has driven the person crazy. Even the most angry client will calm down if he sees that you are on his side and doing everything possible on your part to solve his problem.
Find the general solution
Tip #5. Before starting to solve a problem, ask the client what result he hopes for, what “will make him happy”? Which scenario will he consider satisfactory?
Your and your client's vision of how to solve a problem may be radically different. Remember, a client will rarely ask for something you cannot give them.
Solve the problem as quickly as possible
Tip #6. Solve the problem quickly without passing the angry customer from hand to hand, from subordinate to boss, etc., as this will make him even more angry. Solve the problem where it occurs.
Once you have made a decision that suits both you and the client, act calmly, but confidently and quickly. If your annoyed client sees their problem being solved in front of them, they will be more likely to return to the salon. After all, restoring your reputation and winning the client’s sympathy again is much more difficult than bringing three new visitors to your salon.
Develop responsibility in your employees
Tip #7. If you are a director, allow your employees to sort out conflict situations themselves without involving management. Of course, there are situations when a manager must intervene, but your task, as a director, is to ensure that foremen and administrators resolve all conflicts that arise in the workplace on their own.
Your employees should actively participate in shaping the company's image. They should be proud of their place of work, and each individual employee should be personally responsible for their clients and for all conflict situations and complaints that come from them.
Sometimes things don't go your way. And clients are unhappy.
But it depends on how you communicate with them whether they will return to you or not.
In fact, turning a dissatisfied customer into a regular and loyal one is quite easy.
Below are 10 Powerful Steps to Relieve Customer Dissatisfaction, solve problems and maintain their loyalty to you.
Unsatisfied customers are unfortunately a fact of business life. How you communicate with them will determine whether the customer continues to tell all their friends and family how terrible your business is, or instead talks about your unmatched customer service. Here are 10 things you can do to turn things around.
1. Assume that the Client has a right to be angry.
No one makes mistakes on purpose, but they do happen. If you work in a call center, behind a counter, or anywhere else that directly interacts with customers, then you are bound to encounter an angry customer sooner or later. Your most correct reaction is to acknowledge the legitimacy of the Client's complaint while you listen carefully to him. Try to curb your spontaneous and habitual answer and replace it with the correct one. Considering that the client has the right to be angry, even before you know the details of the problem.
Perhaps the customer feels betrayed because the product or services did not live up to their expectations. The client may be angry because he or she made incorrect assumptions that led to inappropriate expectations. The client may be angry because of the previous experience, previous contacts with your company, or simply because the problem occurred at a very inconvenient time in his life schedule. Regardless depending on circumstances Recognize that the client has a right to be angry. Listen carefully to how he expresses his anger. Perhaps you can find the root cause of such an emotion.
2. Listen to the emotion without the emotion
Listen to the client's intonation and emphasis on certain topics to determine the cause of the emotion. Listen to the emotion as well as the words. This will help you identify the specific item or items that need major attention. Resolving a technical issue can only be partially effective unless it also addresses the client's emotional issues. You may not be able to completely decide emotional problem Client, but it is appropriate to acknowledge her.
You need to eliminate the technical causes of the problem. But we must definitely try to resolve emotional issues. Without this, the client will not be satisfied. And with the solution to the emotional part of the problem, the Client can feel more calm even about technical matters that have not been fully resolved.
Don't respond with emotion. Remember that consumer anger is not directed at you personally, even if the Client’s statements are about this. If a client attacks you and even borders on insulting you, it is only because the client is seeking recognition of his emotional distress, as well as technical or administrative problems.
You need to understand that venting the Client's emotions diffuses the situation and reassures the Client that you are attentive to the importance of their emotional distress as well as the technical problem.
3. Be patient
Consumer conversations are like waves. When a client is at the height of expressing anger, grief, or distress, be patient and listen. Avoid interrupting the client when he or she expresses strong emotions. It's like throwing gasoline on a fire.
Allow the Client to express his emotions, and at the low point, repeat your understanding and empathy, acknowledge the consumer's right to be angry and the reason for emotional distress. Take quiet, deep breaths, and wait patiently for your turn to speak.
4. Speak softly
If you encounter loud and offensive As a client, respond softly and in a very calm tone. If you try to shout back, the Client will focus on the verbal battle for attention and will not pay attention to the importance of your message. If you want your message to be heard, wait for a pause in consumer tirade. Silence is your golden cue, time to speak your important message in a soft voice. Ultimately the client will have to lower his or her voice in order to hear what you are saying.
Remember that the Client came to you for help. He may have accumulated a lot of emotions before coming to you, but ultimately the Client really wants your advice and help to solve the problem.
5. Repeat
Make sure you address the technical, administrative and emotional aspects of customer problems. After you have listened carefully to the client, repeat the main points to ensure that you accurately understand the Client. This guarantees that you are focused on real problems, not fictitious ones.
Use soft, resistant and inquisitive voice. Ask the client to confirm that you understood him correctly.
6. Take responsibility
It doesn't matter who caused the problem or what transpired before the client got to you. Tell the client that you have the problem under control and will do your best to achieve results.
Sometimes it can be tempting to distance yourself from the problem by stating that you are not responsible for it, that another department will have to handle it, or that you are just a courier. This gives the Client a feeling of powerlessness. And this will create a new emotional problem.
Even if you do have to work with other departments, get a manager's approval, or coordinate your response, let the Client know that you will personally take the matter into your own hands and resolve it. The client does not know your company, your rules or your instructions. Assure the client that you will use all your knowledge and experience to obtain best solution problem, even if you have to get other people to help you reach a solution.
7. Place customer first, second problem
In most cases, there are two conflicting problems that occur simultaneously, in the case of angry customers. The first problem is emotional state Client. The second problem is the technical or administrative problem that caused these emotions. While it may seem logical to focus first on a technical or administrative problem that is causing the Client emotional irritation, it is important to recognize that the Client is driven primarily by emotions.
Addressing the technical issue may or may not fully address the root cause of consumer suffering. Try to reassure the client enough to help you concentrate on technical or administrative problems. Sometimes a technical issue may require a lot more attention and effort because it may affect other customers.
8. Find the cause of the technical problem
Once you have the opportunity to focus on technical and administrative problems, analyze the problem and adopt new rules to avoid repeating the problem with other clients. It may be necessary to obtain some additional information from your client in order to accurately analyze the root cause of the problem.
9. Fix the problem
Correct the problem for the specific client and also look for long-term corrective measures. If you cannot guarantee the Client that such a situation will not happen again in the future, then you need to assure the client that you will be available to help if any other situation arises for that Client. Demonstrate your confidence that this particular issue has been resolved and is not expected to reoccur. Demonstrate your concern for this client by reiterating their problems and the steps you took to correct them.
10. Strengthen the attitude
Continue communication with the Client some time after the problem occurs. A phone call, personal email or personalized card demonstrates REAL attention to the Client. Contact with the Client 30 days after the problem has been resolved is strong way show that you really care about the Client.
Emotions will no longer prevent the Client from communicating with you. And you will retain the loyalty of this Client and be able to get several new ones.
As you know, one dissatisfied client will take 10 more with him. Yes, indeed, a client whose cooperation was not successful (from his point of view) will tell all his colleagues and friends about you. And the role of word of mouth cannot be underestimated. 90% of your clients listen to the opinions of their friends about your company, which will appear based on their experience of working with you: successful or not so successful.
The best tactic is to work to prevent problems. But if a problem arises, then it depends on your competent behavior whether the client will stay with you or go to a competitor.
What to answer to a dissatisfied client?
Firstly, if this is truly a mistake of your employees, it needs to be acknowledged and apologized. If you do not admit an obvious mistake, but shift it onto the client himself, this is a sure way to part with the client. Clients are people too, people with intelligence and some kind of experience of their own. Denying the obvious and making the client a “stupid” person will cause nothing but negativity.
Forget about accusations:
- the client himself (“you should have known...”, “but you didn’t tell us...”)
- your employees in front of the client (this is absolutely forbidden!)
- employees from other departments of your company. Never do this! For the client, you and your colleagues are one company that is to blame. He is not required to understand the peculiarities of your internal organization. And it really looks very pathetic.
Secondly, it is necessary to debug the mechanism for analyzing complaints and claims from customers. If you already have it, but the problems are not decreasing, the scheme needs to be reconsidered. By complaint and claim we mean any expression of dissatisfaction from a client regarding the work of your employees and your company as a whole.
Algorithm for handling a complaint from a dissatisfied customer:
- We share the client’s emotions (this is very important).
- We apologize if the fault is truly yours.
- We listen carefully to the client's complaints. Let's clarify the points. When it happened, how it was discovered, who they worked with, and so on. The main thing here is to listen to everything that the client considers necessary to tell. Sometimes the reason for true discontent does not lie on the surface; it is necessary to bring it to light and deal with it.
- We propose specific measures to correct the situation. If the situation is difficult and we cannot make an unambiguous decision (whether the client’s complaints are justified), we suggest some kind of intermediate measure for now, explaining that we need more time “to figure it out.”
It is important to put yourself in the client's shoes. What if this problem happened to you? What would you expect? What would suit you?
It is also important that your employees tell you about customer complaints. If client dissatisfaction is covered up by them, the situation will deteriorate rapidly, since there will be no fewer problems. The market is changing, customer behavior is changing, young people are less conservative - you need to keep your finger on the pulse of a dissatisfied customer. There are many schemes for obtaining information about problems - calling after a transaction with questions about satisfaction with the work of your company, special services on the company’s website (for example, the “write to the director” form), the obligation of employees to submit such information in the approved form, and so on. Remember: you can reach an agreement with almost every client. A customer complaint is a way to make your business better, more successful, and more competitive.
If the client has already left, but you care about him and you are ready to fight, call and offer something interesting and profitable. But really interesting and profitable (a new service that the client needs, a new service tariff (with obvious benefits to the client). Before calling, make sure that the problem that interrupted your cooperation has been resolved.
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In any work devoted to marketing, there are many variations of one truth: a satisfied client will be satisfied, a dissatisfied client will tell 50 others about his dissatisfaction. In a situation of rapid development social networks the ending of the phrase can be safely changed to “a dissatisfied client will tell all his subscribers about his dissatisfaction, and if he does it with talent, they will tell theirs.”
Let's not look far for an example. Famous musician David Carroll once handed over his concert guitar to United Airlines employees, after which the guitar was happily broken and could not be restored.
After numerous but unanswered complaints and requests for damages, David apparently caught some special Inspiration from an Angry Customer (a scary thing, I must say), wrote the song United Breaks Guitars (“United breaks guitars”) and shot a video that became one from the then hits on YouTube (more than 10 million views). Don't waste your time, definitely roles To. It was really done with talent, and you can see how the person’s soul was boiling.
Let's talk about how to react and work with negative feedback about your project.
First of all, don’t be afraid of negative reviews.
By definition, your project cannot be liked
immediately and absolutely everyone
First of all, don’t be afraid of negative reviews. By definition, your project cannot please absolutely everyone at once. There will always be critics, haters, envious people, competitors and (imagine) good and adequate users who actually encountered certain problems when using your product. Because the goal of 99% of your clients is not to ruin your mood and pinch off a little more from the thin skein of your nerves - they just want to solve their problem as quickly as possible.
Make sure that the absolute majority of any reviews (including negative ones) fall directly into your hands. A well-organized support service, a convenient feedback form and a well-functioning ticket system that allows you to contact the site administration will help you with this. It will be much easier to deal with dissatisfied customers if all complaints come to one place and you don’t have to chase them all over the Internet.
At “Everyone is Lucky” we call each client after the transportation has been completed to have the opportunity to purchase two hare carcasses - positive feedback a satisfied customer, which we will post on our website, or a negative review from a dissatisfied user, whose opinion we will try to correct by solving his problem.
At the same time, in any case, conduct daily monitoring of all major social networks, not forgetting about such a convenient thing as searching Yandex blogs (or Google alerts, which will help you instantly track product mentions on the Internet). If your product is quite popular and collecting reviews manually is difficult, there are specially trained “catcher sites” that will do all the work themselves. I recommend trying youscan and buzzlook - amazingly convenient things. The only thing is to calm the inner panicker in advance. There’s a lot of people writing about everyone on the Internet and they’re happy to write about them, right?
Well, the treasured negative reviews are in our hands. It's time to get to work:
Know how to distinguish criticism from obvious provocation. A client who criticizes your site in general terms, without relying on specific examples, generously scattering the words “horrible”, “disgusting”, “worst design in the world” and at the same time is rude with all his might, is not worth your time.
Don't be negative in response. After an aggressive response, the client will most likely become even more agitated, and the analysis of the unpleasant situation will inevitably drag on, turning into a protracted holivar.
Don't abandon a negative client halfway through solving the problem. There is no more offended creature in the world than a user who was promised to improve and was deceived.
Communication with the client should be entirely aimed at solving his problem. Describe to him a possible way out of the situation, ask for advice, show interest. The question “If we offer this alternative?” will play much better than “What do you want in return?”
Be sure to apologize to the client and offer him a small bonus, preferably related to your company.
Negative reviews are like a trip to the gym for your project. Constructive criticism helps to “tighten up” the project, correct weak points, find and close gaps that are not visible to the blurry eye.
And remember that your reputation only works for you if you work for it.
