Ten Customer Service Secrets to Win Back Customers

Written by Ed Sykes


Recently I was facilitating an Outstanding Customer Service program and broke for lunch. Knowing thatrepparttar restaurants inrepparttar 103909 area had much to desire as far as service I gaverepparttar 103910 students an extra fifteen minutes for lunch.

Sure enough a group of four students came rushing intorepparttar 103911 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 inrepparttar 103912 week. I can’t give yourepparttar 103913 complete answer.). They went on to explain that afterrepparttar 103914 waiter initially took their order, they waited 45 minutes before their food finally arrived. Duringrepparttar 103915 wait, no one came to check on them.

They went on to explainrepparttar 103916 food finally came and it was time to leave for class. They were not happy. They asked to seerepparttar 103917 restaurant manager. The manager sheepishly came to see them and asked, "What wasrepparttar 103918 problem?" One of my students explainedrepparttar 103919 situation to whichrepparttar 103920 restaurant manager replied, "The food ticket only shows you were waiting for eleven minutes." My students were not happy and expressed it to whichrepparttar 103921 manager asked them, "Would you like dessert?" My students again expressed they were not happy. Each time my students expressed their unhappiness,repparttar 103922 manager would say she was sorry. My students weren’t buying it. The manager then left without explaining where and what she was doing. The manager returned and told my students that their meals were free. Even thoughrepparttar 103923 manager gave them free meals my students said they will never go back to that restaurant or any other restaurant in that chain.

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, never go back to any restaurant in that chain but how many other people will they tell about their unhappy experience? The unhappy customer, on average, will tell 27 other people about their experience. Withrepparttar 103924 use ofrepparttar 103925 Internet, whether web pages or e-mail, that number can increase inrepparttar 103926 thousands, if not millions withrepparttar 103927 click of a button. However, according torepparttar 103928 Department of Consumer Affairs, 82-95% of unhappy customers will come back if impressed and actually refer five new customers.

Let’s take a look atrepparttar 103929 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 aboutrepparttar 103930 interaction withrepparttar 103931 customer. A sincere smile enhancesrepparttar 103932 communication process so that you can findrepparttar 103933 solution faster.

2. Introduce Yourself asrepparttar 103934 Solution Creator Make sure you introduce yourself, find outrepparttar 103935 customer’s name, and let your customer know your position and why you are there. This letsrepparttar 103936 customer know you are taking responsibility to creating a solution for them. You might say something like: "Hello, my name is Mike. I amrepparttar 103937 manager at this location. I am here to assist you in this situation, please tell me about it."

Notice I didn't say, "What’srepparttar 103938 problem?" By using "What’srepparttar 103939 problem?" you startrepparttar 103940 customer service situation in a negative note. The customer is thinking "You’rerepparttar 103941 problem," "This establishment isrepparttar 103942 problem," "The whole world isrepparttar 103943 problem," etc. By starting your conversation with "I am here to assist you in this situation, please tell me about it" you are setting up a "verbal agreement" inrepparttar 103944 customer’s mind to move to a solution. Note: If possible, please userepparttar 103945 customer’s name throughoutrepparttar 103946 conversation.

3. Listen Customers want tell their side ofrepparttar 103947 story and feel like they are only heard but you listened to them. Mentally take a step back and dedicate yourself to actively listening torepparttar 103948 customer’s story with an open mind so that you can find a solution. Inrepparttar 103949 above situation,repparttar 103950 manager stood silently while my students were explaining their story. Be active in your listening and create empathy ("put yourself inrepparttar 103951 customer’s shoes") with statements such as:

* "I can appreciate what you’re saying." * "I can understand how you’d feel that way." * "I can see how you’d be upset." * "It sounds as if we’ve caused you inconvenience." * "What I understandrepparttar 103952 situation to be..."

Please stay away communication that alienatesrepparttar 103953 customer such as:

“Getting Back to Basics: A Customer Service Tale”

Written by Joy Fisher-Sykes


“Getting Back to Basics: A Customer Service Tale” By: Joy Fisher-Sykes

One hot summer day my daughter and I ventured to our local craft store with one mission in mind – purchase velvet covered coloring panels called fuzzy boards. Little did we know this simple trip would turn into such an adventure.

The store advertisedrepparttar boards on sale and offered a 40% discount coupon. My daughter excitedly selected two boards however I noticed different manufacturers produced them, so I asked her to select an extra board just in case both were not on sale. She did, and we proceeded torepparttar 103908 cashier. With a half hour until closing, we eagerly approachedrepparttar 103909 only open register, behind which stood two young women. This is whenrepparttar 103910 adventure began, and things took a turn forrepparttar 103911 worse.

We saw two store clerks atrepparttar 103912 check out. Seated onrepparttar 103913 floor was one associate who facedrepparttar 103914 cashier line andrepparttar 103915 other,repparttar 103916 cashier, did not which made it impossible for her to be aware of approaching customers. When she saw us,repparttar 103917 associate onrepparttar 103918 floor did cease her end ofrepparttar 103919 conversation and toldrepparttar 103920 cashier she had customers. Unfortunately,repparttar 103921 cashier ignored this information because it took her a minute before she turned and greeted us with “Oh, I sorry.” I’m not sure exactly what she apologized for because she then proceeded to continue her conversation.

I toldrepparttar 103922 cashier we needed to know if all ofrepparttar 103923 items were on sale. Although she acknowledgedrepparttar 103924 request, she still continued talking torepparttar 103925 other associate and proceeded to scan all ofrepparttar 103926 items for purchase. When I pointed out her error her response was “Oh, okay, sorry,” and once again she resumed her conversation. She clearly was not present – her mind was engaged and committed elsewhere. Her actions communicated her conversation was far more important than this sale.

The cashier did one final thing that wasrepparttar 103927 final straw. Afterrepparttar 103928 correct total was tallied, my daughter handedrepparttar 103929 cashier a 40% off store coupon. The cashier took it and immediately threwrepparttar 103930 coupon away, turned to us with a smile and told us our total. At this point, I thought I was inrepparttar 103931 twilight zone or on some really bad reality show.

When I asked whyrepparttar 103932 coupon was thrown away, she explainedrepparttar 103933 coupon was only valid on regularly priced items. After a very deep breath, I proceeded to share few ideas. First, I stated when she threwrepparttar 103934 coupon away, we were unclear why. I explained an explanation of her actions would have avoided any misunderstandings or ill will. She apologized once again, and said she understood and agreed. Second, I stated her inattentiveness duringrepparttar 103935 transaction was inappropriate and did not make us feel likerepparttar 103936 valued customers we are. Finally, I said during business hours it is best to remain focusedrepparttar 103937 most important component to retail success, customers. Personal conversations are best left for discussion after hours. Her associate must have agreed, too, because at this point she turned and walked way.

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