the zen of complaint resolution (deleted ......reputation management •many of the companies in the...
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PeggyWynneBorgman
AdamsHubCommunityCurator
TheZenofCustomerComplaintResolution
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Thecustomerisalways…what?
Pssst.Yourcustomerserviceisshowing.
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Aretoday’scustomershardertoplease?
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“Theroadtosuccessispavedwithmistakeswellhandled.”
Theissueisnotwhetheryourcompanyisgoingtohavecustomerservice“fails”.It’showwellyourespondwhenthesedo occurthatcounts.
-StanleyMarcus,NeimanMarcus
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Amistakepoorlyhandledwillsnowball
• Eveninnon-onlineWOM,anunhappycustomertells9others,whileahappycustomertellsjust3others(itturnsintoa75-personinfectioninoneweek)• Onlinereviewsitesturnthe“snowball”intoanavalanche ofnegativeWOM
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Complaintsareanopportunitytoimproveserviceforeverycustomer…
• Expressedcomplaintsarejustthetipoftheiceberg• 96%ofcustomerswillnotmaketheircomplaintknowntoyou• Takeeverycomplaintseriously,nomatterhowannoying!
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Complaintswellhandledcanstrengthenrelationships
•Howyouhandleerrorsandresolvecomplaintsisthemostimportant“momentoftruth”yourcompanyfaces•YourbiggestfanscanstartasPITAs(theycareenoughtocomplain)
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CustomersandOnlineReviewers
•Treatthecomplainingonlinereviewerjustasyouwouldsomeonecomplainingtoyouinperson• Ithasgotteneasiertocomplain…butthat’sagoodthing(really!)
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Yes,it’sscary!
•Theadrenalinerushofdealingwithanangrycustomerisequivalenttothatoffacingalifethreateningevent!•Withagood“system”it’smuchlessscary
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Sixstepstohealingacustomerservicefail
1. Beawareandobservant2. Expressgratitude3. Apologizesincerely4. Listenandempathize5. Makeamends6. Followup
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AWARENESS:theounceofprevention
• Expecttheunexpected• Anticipatepossibleoutcomesofdifficultsituations• Patroltoprevent• Observecustomerbehavior• Don’tburyyourheadinthesand
• “Checkin”withyourcustomer
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AWARENESS:checkinatcheckout
• AskSPECIFICneutralquestions• RIGHT:“Whatdidyouthinkofthesalmonfondue?”• WRONG:“Howwaseverything?”
•Makeiteasy tocomplain:showthatyou’reinterestedinthetruth!• Customerfeedbacktools• Sincereinterest• “Howcanwemakeyournextvisitevenmoreenjoyable?”
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ExpressGratitude• Nooneexpectstobethanked forcomplaining• Reducesfrustrationandanger• “Thankyouforlettingmeknow.It’sverygenerousofyou.”• “Mostpeoplewouldhavegoneawaymad.I’mgratefulforthechancetomakethisrightforyou.”
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ACKNOWLEDGEthemishapandAPOLOGIZEforit
•Acknowledgetheproblemanditsimpact• Customerswantyoutobeaware,firstandforemost
•Apologize—it’sfree!• “I’msorrythiswassuchadisappointingexperience.”• “I’msosorrythatwedroppedtheball.”
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Makesuretheyknowyou’re“ontheirside”
•Theywillbemorecombativeiftheyperceiveyouasa“gatekeeper”notastheir“agent”*
*“SettingtheTable”byDannyMeyer
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Assumeresponsibility.
•Resisttheurgeto“over-explain”•Don’tgetdefensive•Don’tcriticize,blameorscapegoatco-workers,eveniftheyareatfault
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Don’tdiminishitsimportance
• “Don’tworry,it’snobigdeal,”isnot whatshewantstohear.•Customerswanttofeelheard first,havetheirproblemfixedsecond.
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ENABLEthecustomertovent
• Createa“safespace”forthemtoventabouttheirexperience• Unlesstheywant tomakeascene,they’llacceptyourinvitation• “Iwanttogiveyoumyundividedattention…canwesitdowntotalk?”
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Let‘emvent!
• It’saboutactivelistening• Sympatheticsounds
•Ventingcan’tbeinterrupted• Showempathy• Don’tproblem-solveprematurely•Waitforthe*sigh*
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ActiveListening• BREATHE!!!It’snotaboutyou.Getoveryourself.• Focusonthem.Makesuretheyfeelheard.• A“deeplisteningexperience”isoneinwhichyouareopentochangingyourmind• “Seekfirsttounderstand,thentobeunderstood.”–StevenCovey,TheSevenHabitsofHighlySuccessfulPeople
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Upsetvs.Abusive Customers
•Abusivecustomersdonotwanttobehelped•Abusivecustomerstrytoruinothers’experience•Theyuseprofanityandmakeascene
• “Ifyoucontinuetospeaktomeinthismanner,Iwillhavetoendourconversation.”• “Outofconsiderationforourothercustomers,Imustaskyoutoleave.”
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TimetoProblemSolve!
•Clarifyinformation•Askmoredetailedquestions•Gaindeeperunderstandingofsituation
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AFFIRMtheirfaithinyou
“I’mgoingtodoeverythinginmypowertomakethisrightforyou.”
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AMENDS:restoretheirfaithinyourcustomercare
• ThegoalistomakesureyourcustomerknowsyouCANdoitright!• The“punishment”shouldfitthe“crime”• Ifmoneywasallthatmattered…theywouldn’tbespendingit.
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Amends101
n Projectconfidenceandcompetence• Ifyouhavenoideahowit
happened,howcanyoupreventitfromhappeningagain?
• Offerasolutionquickly• Delaysincreasefrustration• Empoweryourcustomerserviceteamtoresolveissueswithouthavingto“askmymanager”
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Amendscomeinallshapesandsizes
• Offeradiscount• Compapurchase• Provideagift• Givethemanupgrade• Upgradetheirloyaltyprogramstatus• Invitethemtoparticipateonacustomeradvisoryboard• Refundtheirmoney
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Whatifthey’retryingtoscamus?
• Ithappens,butrarely.• Don’tdeprivetheinnocentcustomerofyourempathybecauseyou’reafraidofbeingtakenforaride• Documentit.Opportunistsoftenstrikemorethanonce.
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Amends:Don’tthrowmoneyattheproblem
• Clientsmaybeinsultedifyouaretooquicktorefundanddon’tappearinterestedinsolvingtheproblem• Theythinkyou’repayingthemtogoaway• Theywanttoknowitwon’thappenagain—tothemoranyoneelse
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Amends:Bring‘embackalive!
• Indicateyourwillingnesstorefund,evenifyouofferothersolutions:• “Iwouldbehappytoprovideyouwithafullrefund,though* I’mhopingthatyou’dprefertoreturnfora______,asourVIPguest,sowecangiveyoutheexperienceyouexpectedanddeserve.”
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Yourofferofamendsisrejected.Whatnow?
•Don’tpanic—thesolutioniscloserthanyouthink• Collaboratewiththeguest• “Peggy,IrealizeIhaven’tyetmadethisrightforyou.Whatdoyouthinkwouldbeafair solution?”• Theydon’ttypicallywantMORE.Theywantsomethingdifferent.
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Amends,PartTwo:FOLLOWUP
•Followuptomakesuretheguestwascompletelysatisfiedwiththeoutcome(hopeforthebest…gettheworst)• Showsthemyoureallycareabouttheirhappiness
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Don’tletithappenagain!
•Document,document,document!• Ifitisuniquetothecustomer,noteontheiraccount• Ifitisaflawedprocess,championitsimprovement• Ifit’sachallengeforanemployee—coach,watch,andbepreparedto“freeuptheirfuture”ifneedbe
•FlagthecustomerasaVIPonfuturevisits• LightningDOESstriketwice• Ifthe“issue”isuniquetothecustomer,ensurethatitwon’timpactthemagain
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Practicemakesperfect!
•Don’twait.Rehearse!•Roleplaywithyourteam• “Fake”angerisveryeffectiveatpreparingyoufortherealstuff• Taketurnsplayingthecustomer.• Pickanissueorsituationinyourbusinessthathashappenedmorethanonce
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OnlineComplaintResolution
•Treatthemasyouwouldsomeonecomplaininginperson•Neverevereveraskcustomerstogiveyouagoodrevieworamendabadone•Onlyuse“publicresponse”onreviewsitesasanabsolutelastresort
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You’rereadyforyournext“opportunity”!
“It’snotpersonal.It’sbusiness.”
- TheGodfather
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ReputationManagement
•ManyofthecompaniesintheRMspaceareuseless• Proactivelysolicitingreviewsfromactualcustomersisthebestwaytogetmorepositivereviews• I’veusedthesecompaniessuccessfullytoheadoffdamagingcomplaints,drivereferralsandbringupratings
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Thankyouforcoming!
MyCustomerLoveBibliography:
• AComplaintisaGift,JanelleBarlow• BrandedCustomerService,JanelleBarlow• RavingFans,KenBlanchard• SettingtheTable,DannyMeyer• OutsideIn,KerryBodine