What to do when the customer gets "loud"?
Dealing perfectly with customer complaints or complaint management is not easy. Active listening and appreciative arguing: all this and more is needed to score in these special situations!
Who doesn't know them, customer complaints or complaints? Nowadays, customers have high expectations and if these are not met, they can get a little louder. With the right approach, the right attitude towards the complaint, it can be impressively demonstrated to the customer that the complaint culture in the company plays an important role. Creative solutions for difficult conversation situations transform a complaint into an instrument of customer loyalty. With the following 7-phase program, you are definitely on the right track:
- Listen to your conversation partner... because behind every complaint there is a story!
- Let your counterpart finish speaking... you would want that too, right?
- Apologize... if it is difficult for you personally, feel free to do so on behalf of your company
- Ask for the reason... after all, other customers could also be affected or harmed!
- Offer a solution... quick, uncomplicated, and suitable for the respective situation!
- Get done what needs to be done!... so we can come to a conclusion...
- BE-THANKFUL... because many customers say nothing and immediately go to the competition!
Lived professionalism, personality, and personal responsibility are the goal when it comes to perfect service quality. As an expert in Customer Service, Customer Centricity, Customer Experience, and Personal Selling, Maria-Th. Schinnerl not only scores with her expertise but also combines theoretical aspects with numerous practical examples. The Salzburg native is popular with customers for her inspiring and professional manner. "Helping people to shine" is her motto, and she lives what she preaches in her lectures.
Maria Schinnerl herself gained valuable experience in numerous well-known companies in the tourism and service industry. Now she shares her knowledge and enthusiasm for perfect service quality in seminars and lectures with companies from all industries. She is also a dedicated lecturer at the University of Applied Sciences in Salzburg, among other roles. Her topics are always current and in demand in every business sector – perfect service quality concerns us all.
"Approach people with honest kindness"
[Article by Mag. Maria-Theresa Schinnerl]
Mag. Maria-Theresa Schinnerl is a Top100 Speaker! Here is her profile
