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Recover the Potentially Lost Customer

This chapter delves into the crucial art of customer recovery, emphasizing techniques to handle complaints effectively and foster positive customer relationships. Learn to understand customers' issues, maintain a healthy attitude, and differentiate between assertive and aggressive behaviors. By actively listening, empathizing, and compensating for inconveniences, you'll address complaints more successfully. Discover how to offer symbolic atonement, mitigate dissatisfaction, and reflect on experiences to enhance your recovery skills. Foster goodwill and trust among customers with these valuable strategies. (490 characters)

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Recover the Potentially Lost Customer

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  1. Recover the PotentiallyLost Customer Chapter 9

  2. Objectives • Understand customer recovery • Maintain healthy attitudes • Apply techniques • Handle a nasty complaint letter • Develop skills • Understand the difference between assertive and aggressive behavior

  3. Understand the Case for Customer Recovery • Already familiar with the products/services • More data about likes/dislikes • Customer may feel flattered by your efforts • Shorter length of “prospect” and “new customer” phases

  4. MaintainHealthy Attitudes About Customer Recovery

  5. DevelopYourRecoverySkills

  6. FeelTheir Pain • Listen to their concerns • Understand their problem • Share their sense of urgency • Compensate them • Eliminate further inconvenience • Treat them with respect • Assure them the problem will not happen again

  7. Do All You Can to Resolve the Problem • Have a clear understanding of the problem • Ask appropriate questions to clarify • Fix it as soon as possible

  8. Go Beyond: Offer « SymbolicAtonement » • Offer to pick up or deliver the goods to be replaced or repaired • Give a gift of merchandise to repay for the inconvenience • Reimburse for costs of returning merchandise such as parking fees, etc. • Acknowledge the customer’s inconvenience and thank him/her for giving you the opportunity to try to make it right • Follow up to see that the problem was handled

  9. Look Back and LearnfromEach Situation • What was the nature of the customer’s complaint? • Was it generated primarily by value, systems, or people? • How did the customer see the problem? • Who was to blame; what irritated the customer most; why was he/she angry or frustrated? • How did you see the problem? • What did you say that seemed to aggravate the situation?

  10. UnderstandWhatHappens if the Customer isStill Not Satisfied • If you try your best to satisfy the customer, you have done all that you can do. • Don’t take it personally. • Don’t rehash the experience with your coworkers or in your own mind.

  11. Handle the Occasional Customer FromHell

  12. Action Tip 1- Be Sure This Reallyis a ChronicComplainer • They always look for someone to blame. • They never admit any degree of fault. • They have strong ideas about what others should do. • They complain at length.

  13. Action Tip 2- Know What to Do with This Guy (or Girl) • Actively listen to identify the grievance • Establish the facts to reduce exaggeration • Resist the temptation to apologize • Force the complainer to pose a solution

  14. Action Tip 3- Take a Break, Cool Off, Reflect

  15. Handle a Nasty Complaint Letter or Email • ANSWER!!! • Be an effective writer • Be sensitive • Be tactful

  16. People Are StronglyInterest in Themselves • “What’s in it for me?”

  17. People PreferReceiver-Centered Messages

  18. People Want to Be Treated as Individuals

  19. People Want Positive Information

  20. People Don’tLike Abrasive People Abrasiveness Assertiveness Express feelings Nonthreatening “I’m having a difficult time understanding what you’re saying.” • Irritating manner • Pushy • Critical • “You don’t make any sense.”

  21. Understandthat Assertive Behavioris Not AggressiveBehavior Aggressors Assertors High self-respect Respect others Win-win solutions Honest Emotionally charge language is seldom used • Communicate from a position of superiority • Indirect, manipulative, underhanded • Set themselves up for retaliation • Use a lot of judgmental terms

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