upset | Customer Service Solutions, Inc. - Page 2

Don’t Assume Their Motivation - 6/28/22


The company was instituting new human resources policies aimed at holding employees accountable for being late to work.  Employee lateness had been rising, and management wanted to make sure they reinforced the need for people to be on time. At a meeting to roll out the new policies, a leader Read more

It’s Not Always About the Outcome - 6/21/22


We want the satisfied customer.  We want the issue resolved.  We want to be able to fix the error or save the client.  We want to feel good coming out of a conversation, or feel like we have accomplished something special.  We want the “win win.” But all those great Read more

Ask: What is your goal? - 6/14/22


Through these Tips, we’ve shared our technique about how to meet the customer’s need right the first time.  It’s a conversation – a give and take with the customer where you hone in on what their true need or concern is, seeking more clarity to more quickly get to Read more

Make it Sincerely Yours - 6/7/22


I’d like to hear more.  I’m sorry about the situation.  Resolving your issue is important to me.  We appreciate your business.  Thank you for bringing this to my attention. These phrases are generally well-received depending on the situation.  But we want to make sure when we’re speaking to others that Read more

A Story of Willie and Aubrey - 2/8/22


The gift shop was a great experience!  Aubrey had bought items online from the shop for years, but she had never stepped foot in the store itself.  However, when travel plans took her on a trip to new surroundings, she took time out of her day to go to Read more

It Matters Who You Know - 2/1/22


The season ticket account holder has an issue, but he’s not too concerned about it:  I’m going to call my guy, and he’ll take care of it. The patient is confused about their bill.  The family member says: I know someone who can help. The husband discovers a problem in the Read more

Put an End to 1-Star Ratings - 1/25/22


If you ever had service performed on your car, I would not doubt it if you received the immediate e-mail asking for that 5-star rating. They want the big ratings because that makes them look good, and to get the big average rating you have to avoid the 1-Star Read more

Signs of Service Recovery Situations - 1/18/22


As we continue the slow trend of more and more customer interactions becoming in-person again, we need to remember those signs that we’re about to enter one of THOSE conversations.  It can typically take only 5-10 seconds to realize this is going to be a high-risk situation with the Read more

In Survey Development, Think in Reverse - 1/11/22


We often meet with clients interested in conducting a survey, and when we discuss the project, many clients come with questions in-hand.  They are interested, curious, even excited sometimes about the possibility of tapping into the voice of the customer! And when we review their questions and start to see Read more

Foster Positive Feelings - 1/4/22


I bet a lot of you all are like me - when you’re asked to share your feelings, it’s not always something that feels comfortable.  It obviously depends on the situation and who’s asking you to share your feelings.  So, many of us might hesitate in sharing our feelings. However, Read more

They’re a Good Person Having a Bad Day – 5/4/21

Posted on in Customer Service Tip of the Week Please leave a comment

How can someone have so much anger about something that is so insignificant?  Why is the customer getting all out of sorts for something that is not a big deal?  Why are they getting upset with me when I had absolutely nothing to do with their problem?

Although we want to help these customers and we try to navigate through their specific issues and focus on them and their needs, sometimes we can’t help but ask ourselves these questions.  And when we ask ourselves these questions, it could be because we don’t understand, we’re starting to get wound up and feed into their negative emotion, or there’s something going on with us that’s keeping us from helping them.

Maybe they’re a good person having a bad day.

This statement may be true or very untrue, but handling these situations well requires we handle our own emotions well.  It helps us to have a bit of empathy with them so we can remain a little detached from the emotional nature of the conversation.  Sometimes a key to handling these situations effectively is handling ourselves effectively.

Maybe they’re a good person having a bad day.

If we pose these questions of “Why is the customer overreacting?”, sometimes those “Why’s” just feed on each other in an unproductive way.  We need to find a way to answer the Why for ourselves, even if it may not be the ultimate correct answer.  We need to find a way to answer it such that it helps us maintain our composure.  It helps us to stay calm.  It helps us to focus on the facts instead of getting burned by the friction.

Maybe they’re a good person having a bad day.

Try telling yourself this, as it helps me to avoid taking things so personally, to be a bit more understanding, and to maintain my composure.

It helps to assume that the angry customer is a good person having a bad day.

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It’s NOT about the Cinnamon – 12/15/20

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It was happening again.  Jessica had just handed the freshly made concoction to her coffee shop customer, and less than a minute later, the customer was in Jessica’s face, red as a beet, ranting and raving:  I specifically asked for extra cinnamon on top!  Does this look like extra cinnamon?!  I think not!

Jessica immediately was shocked at the customer’s reaction, but after a couple seconds settled into the encounter.  She had experienced this many times before from customers.  Maybe she or staff got the order a little bit wrong, or maybe they got it entirely right, but the customer wasn’t satisfied.  And while she appreciated customers letting her know if something wasn’t done perfectly, sometimes how the customers shared their concerns went overboard.  The rant did not justify the reason for the rant.

But Jessica had a little mantra she told herself.  And in this case, she repeated it to herself as the customer ranted:  It’s not about the cinnamon, Jessica.  It’s not about the cinnamon, Jessica.

Jessica knew that if customers went overboard about something, that overreaction was rarely just about the issue being discussed.  Maybe the issue precipitated the interaction, but the overreaction told Jessica that there was something else going on with this customer.  Maybe the customer was having a bad day.  Maybe they were late for work or had been cussed out by their boss.  Maybe they were tired of the 15 Zoom calls they had had that week and just needed to vent.

It could be something bigger picture going on in their lives that was creating stress or strain or the need for a release. Jessica kept her emotions in line by realizing why the customer was out of line.

Sometimes when dealing with difficult customers, the hardest thing to do is to deal with our own emotional reaction to those difficult customers.  And when those customers are being unreasonable or going overboard in their reactions, it helps for us to understand, it’s not all about us.  It’s not all about our process, our product, or our people.

Sometimes people deal with issues in their own lives by transferring those feelings and overreacting to other things with other people.  It doesn’t make the negative emotions that you and I have to deal with okay, but understanding this may help us when managing our own emotions.

It helps us to remember…it’s not about the cinnamon.

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When Customers are…Jerks – 7/14/20

Posted on in Customer Service Tip of the Week Please leave a comment

Some people are a little extra…uh…difficult to deal with these days. Customers may have concerns or complaints – many of which are justified. But some customers act like…well…jerks. They’re not kind or understanding or have any idea how poorly they treat others. They’re obnoxious and yet, we still have to serve them.

So when you’re engaged with a customer and the phrase (“What a jerk!”) pops into your mind, let that acronym – J.E.R.K. – help you deal with them:

  • Just calm yourself down. Don’t match emotion for emotion – that will just raise the tension and lengthen the encounter. Remember their negativity is not about you – even if they’re directing it AT you. Use the techniques that work best for you for calming your mind and your pulse.
  • Empathize with them. Empathy always is a key ingredient in reducing emotion, because it takes away the sense that they’re in a fight. It makes them feel that – while you may not be “for” them – at least you’re not against them. Show that you understand their situation even if you don’t agree with their point.
  • Redirect toward a solution. The longer you’re mired in a talk about who’s to blame or what went wrong, the longer it can take to get it right. Yes, let them speak their peace, but segue to discussions of next steps, what you or they can do, what it would take to get it right.
  • Know your Plan B. Who do you go to or bring in when “JER” doesn’t work – a supervisor, security? What compensation can you offer – the remuneration tools the company provides or the alternatives that you can suggest? Can you take down the information and call them back at a specified time? Know what Plan B’s are available for you in these types of situations.

 

Do your best to do what’s best…when the customer is being a J.E.R.K.

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