Having a job is a positive experience, but one negative aspect to any job is always dissatisfied customers. Everyone has had to deal with an angry customer once or twice, maybe even countless times, but at the end of the day what matters is how you handle it. After all, “data suggests that nine out of ten times, a customer will continue doing business with you even after a slip-up, but only if you… fix the situation the first time,” according to Help Scout.
From the meek customers, who just don’t want to be a burden, to the barnacle customers, who are just never happy, there is always a way to fix the problem and solve every issue that may come into play. Robert Bacal’s book, “If it Wasn’t for the Customers I’d Really Like this Job” is a prime example of consistently handling upset customers. The CARP method, one of his better known practices, consists of four parts:
- Control- take control, don’t let the situation take control of you. Show the customer you are ready, willing, and able to handle their problem with the care and respect they deserve.
- Acknowledge- what the custom is saying and assure them that you understand and won’t hand off their issues to someone else.
- Refocus- from the way the customer may have come to you with situation. Emotions are heavy, and they maybe flustered, but that does not mean you have to exhibit the same emotions.
- Problem Solve- let the customer know you have taken care of the problem and make sure it has been resolved to their satisfaction
Customer testimonials online are also a great source for feedback! Online reviews are a powerful thing and influence 90% of potential buyers.
These simple steps could mean the difference between keeping the client satisfied and using your services or pushing them to a competitor. Put your customers needs before your own and practice active listening while talking to them. Be adaptable, be dependable, and be positive no matter what situation may come and always give them the customer service YOU would expect if you were calling in about a problem. Customers are the backbone of any organization and we should value them just as much as they value our products. As told best by Bill Gates, “Your most unhappy customers are your greatest source of learning.”
Want more information on customer service and how it effects buyers? Check out this info-graphic now! If you’re wondering how your customer service skills rack up, make sure to check out Are You Leading The Pack In Customer Service too!