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What is the best course of action when handling a situation with an angry or upset customer? Just breathe. Sounds too simple? Well, it really takes just a moment to take a deep breath. In that moment, you will make the shift from reacting and saying something that you really shouldn’t over to the mindset of responding as a true business professional with the customer’s best interest in mind.
Carefully consider the following: The definition of the verb react is to act in response to an agent or influence. One of the definitions of respond is to react favorably. Notice just the nuance that the word react is in the definition of respond, but to do so in a favorable way.
When we react, it is usually a knee-jerk reaction that is not given the few seconds to think things through. It is entirely possible to completely dissolve any customer relationship that has taken you years to build. We have all said things in anger that we did not truly mean in our personal lives. The same exact thing can happen in our professional lives as well.
By responding, you are giving yourself just a moment to calm down before speaking. Hopefully, the following elements will factor into your response – the length of the customer relationship, the lifetime value of the customer, the true meaning behind the customer complaint, the amount of damage control you will have to do should this customer leave your business unhappy.
When a customer comes to you with an issue, take just a moment to take a slow and controlled deep breath. Now, respond in a manner that reflects your commitment to excellent customer service. This will demonstrate to your customer that you are there to serve their best interest and uphold the cultural mindset of customer satisfaction and service excellence.
Your customers will thank you for it.
And now I would like to offer you a free audio download of my recent teleseminar “Promoting Customer Service in Your Company” when you visit http://www.CustomerCentricTraining.com
Discover WHY it is so important to Promote Customer Service and HOW your bottom line will benefit …
Helping you focus on your customers-
Kristina Evey
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Did you know that you could measure your company’s value by your customer service? Researchers discovered that regardless if your customer service is outsourced either on shore or off shore this affects the net worth of your business. If your customer service satisfaction as determined through American Consumer Satisfaction Index (ACSI) created by National Quality Research Center at the University of Michigan declines so does your company’s value.
This information was presented to determine the impact of off shore outsourcing of customer service. The researchers reviewed the outsourcing actions from 1998 to 2006 of 150 North American companies including business units. All companies that outsourced their customer service registered a decline in the ACSI scores. What is interesting the declines stayed the same regardless if the customer service was outsourced domestically or overseas.
The historical data suggests that the ACSI scores and the companies’ share prices tend to move in the same direction. Within this research, the range of that drop averaged between 1% to 5% based upon the industry for each respective business.
When businesses outsource customer service, they are widening the gap between the business and the customer. Today’s customers are pretty savvy. They are not shy at all about asking the location of the customer service center especially when the customer service representative does not speak fluent English.
This research only strengthens previous customer service data that building customer loyalty is critical to organizational success. With the average business losing 10% of its customers annually and acquiring new customers costs 5 to 6 times more than keeping existing ones, businesses must create exceptional customer service action plans that will develop customer loyalty from additional purchases to making those precious referrals.
Customer Service Coaching Tip: Survey your customers and ask them the level of your customer service satisfaction based upon their expectations (not yours)? Then also ask them if they would refer your business to someone else? Finally, asked them the last time that they referred someone to your business. These 3 questions will help you build an action plan to secure an exceptional high performance culture that will improve your bottom line results.
Are you seeking small business help? Take this free customer loyalty
assessment to help improve your business results.
Is your business facing inconsistent or insufficient cash flow, lackluster sales to poor productivity? Then do you have an action plan
or are you Captain Wing It flying by the seat of your pants?
Leanne Hoagland-Smith helps small business owners to C Level executives from Chicago to Indianapolis to worldwide who are truly tired of struggling to unlock the results that they want. Call 219.759.5601 to schedule a free small business coaching consultation to being to quickly unlock tomorrow’s solutions today.
Article Source: http://EzineArticles.com/?expert=Leanne_Hoagland-Smith
