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| SM Baguio City with Byaherong Paslit |
We sometimes lost our wits to a ranting customer because she encountered a series of complicated procedure that she does not understand. She is having this conversation with you because she would like to know what to do next, not to mention that there is an amount involved in the transaction. I bet it’s a very long discussion before you could finally say something to pacify an irritated customer.
There is no need to be in a hurry to make a comment even if you have already figured out the resolution. Interruptions will not make her rest to satisfaction of customer service. Let the customer finish her side of the story and assure her that you are there listening with you saying “uhuh or okay”. It does not necessarily mean that you agree and her side of the story is indeed true. This part of customer service requires you to listen intently to the customer after all it is the reason why you are there, because you are equipped with the right trainings and workshop to attend to every customer’s need. Never rush yourself to make a statement because it will not impress an inconvenient customer.
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| Calbayog Trainees |
Once you have all the details of her concern sorted in chronological order, identify the emotion that you need to address. If there are vague statements, it is always proper to re-phrase or be honest that you were not able to catch-up. Then you may try to figure out what could be the best resolution? Where is it coming from and analyze the possible resolution. Start with an apologetic tone and apologize if it is deemed necessary. Don’t get excited to tell your customer that you have the resolution to her concern as your opening statement.
The key to understanding our customers need is by acknowledging the exact emotions, because whether we like it or not, even if we mean business, our customers have feelings similar to us. There is no supply if there is no demand.
There are customers who are quite difficult to manage. They will curse you or sometimes take it personally – below the belt. Managing your emotion is not a simple skill in customer service. It would take a lot of concentration to make you stay focus on the subject matter. Never bite a barking dog, it will harm your integrity and professionalism. Good customer service officer listens carefully, empathize, places the verb statement properly and move-on.
What if the customer is very difficult to manage? What if she never stops from speaking at the top of her lungs? What if they are threatening you? That would be our next topic. Remember always to treat your customers the way you want to be treated.
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