As a business leader, one of the most difficult challenges you may face is dealing with disgruntled customers. When customers feel frustrated, angry, or disappointed with your products or services, it can be easy for the situation to escalate quickly. However, as a coach for your staff, you have the power to help them handle these difficult conversations effectively so that both the customer and the business come out of the interaction feeling satisfied.
Here are some tips for coaching your staff on how to handle disgruntled customers:
Empathise with the customer
The first step in handling an angry customer is to listen and understand their perspective. Encourage your staff to put themselves in the customer’s shoes and try to see the situation from their point of view. This will help them to approach the conversation in a non-confrontational manner, which will in turn calm the customer down and make it easier to find a resolution.
Keep the conversation focused on finding a solution
Once the customer has expressed their concerns, the goal of the conversation should be to find a solution that works for everyone. Encourage your staff to stay focused on this objective, rather than getting defensive or argumentative. This will help to keep the conversation productive and prevent it from devolving into a heated exchange.
Be patient and listen actively
When customers are upset, they may not be in the right frame of mind to listen to what your staff has to say. Encourage your staff to be patient and to listen actively, giving the customer time to express themselves and make their points. By doing this, they can build rapport with the customer, even in the midst of a difficult conversation.
Seek 1st to Understand and then to be Understood
Show the customer that they’ve listened by repeating their complaint and having the customer confirm that they fully understand the issue in its entirety. This reassures the customer that they understand why it’s so upsetting and they will now be able to listen more attentively to your staff without feeling the need to rehash the problem to ensure their perspective is properly understood.
Offer solutions and take responsibility
If the customer is frustrated because of an issue with your products or services, your staff should take responsibility and offer solutions to resolve the situation. If they need to create the space to figure out the next step, take will need to become accountable to the customer, explain what they plan to do, and agree on the timeline to revert to them. It’s imperative to take ownership, be proactive and creative in finding solutions, and keep the customer informed throughout the process.
Follow up after the conversation
Finally, it’s important to follow up with the customer after the conversation to make sure that the issue has been resolved to their satisfaction, even where they have passed the issue on. Encourage your staff to reach out to the customer and check in, even if it’s just a quick phone call or email. This will show the customer that you value their business and are committed to providing a positive experience.
In conclusion, handling disgruntled customers is a critical skill for your staff. By coaching them on the tips outlined above, you can help them turn difficult conversations into positive outcomes for both the customer and the business.
