Most of us know the importance and necessity of rhetoric in customer service. But we have an enormous problem:
We don’t know how to respond to an unhappy customer so their lousy behavior and dissatisfaction won’t hurt us and eliminate our inspiration.
In this article, I want to teach you how to hear your customers out, respond to an unhappy customer, and be motivated to talk to your other customers at the same time.
Sellers told me that they didn’t have the motivation to talk to customers anymore. When they receive many negative emails and phone calls during the day, they are not capable of tolerating their customer’s dissatisfaction and bad-temper anymore. They say these customers ruined their day.
Now, I want to explain some methods to prevent this feeling:
Don’t expect anything from your customers
When you don’t expect anything from anyone, everything will be more straightforward. Consider a student who doesn’t expect to get an A. So when he gets D or C, he doesn’t care and it’s not very strange to him.
Now imagine a student who expected to get A, but gets B. she becomes very sad.
I suggest you decrease your expectations from others to feel better and happier in life.
Since the customers are not in our territory, it’s not our job to say they have to behave. Everyone has a particular kind of morality. We don’t have to expect anything and respond to an unhappy customer terribly.
On the other hand, we don’t have to be indifferent toward our customers. We have to worry about their requests and try to fulfill them.
Is the customer always right?
Certainly not. Sometimes a customer is wrong, but he’s trying so hard to blame the seller and the seller respond to an unhappy customer kindly and ashamed because he thinks the customer is always right.
Be careful, if we don’t honor their rights, they certainly won’t accept, and the situation will become more intense. So we have to learn the right ways to deal with them so that no one gets hurt. If you mistreat the customers, they may go to at least twenty people and report back. It will be poor incredibility for your establishment.
Some customers are annoying. You must omit them from your customer’s list. There are unique, effective ways to do that which is not our issue here. Here, we discuss the customers who are worth being customers.
So the second point is that sometimes the customer may not be right, but we have to respect them so they advertise us and be satisfied.
I am not talking about going for a coffee or a short nap. I mean a 30-second rest that can refresh your mind and body.
Ask your manager or partner to take over and walk for a minute. Go a little far away from work and ease your mind. Try some warm-up exercise and take a few deep breaths. Then, go back to where you left off.
Attend some minor elements, some pots, flowers, etc. to be motivated by looking at them. If you have someone you love so much, have their photo framed and put it on your desk. It makes you feel happy and refreshed. I am not only mentioning pictures. Even a doll with a funny face can cheer you up. You can ask your friends to send you some funny jokes. Review them when you are tired and angry.
To sum up, you don’t have to expect anything from your customers. Second, we know that the customers are not always right, but we treat them well to decrease the tension.
We have to have short breaks to refresh our mind and body. And finally, a photo, some funny jokes or a joyful memorial can motivate you to get back to work after tiring moments.
When you attend these four points, I am sure you can respond to an unhappy customer the way that you both deserve it.