Organisme Formateur agréé par Emploi-Québec - Agrément # 0057911

Le blogue de Solutions & Co.

Le blogue de Solutions & Co.

Tips & Co. #372 - Use the polite repetition technique

When the customer is angry, it is sometimes difficult for us to calm them down. In these situations, the polite repetition technique proves effective and helps the customer redirect towards working on solving problems rather than focusing on negative emotions.

The technique involves calmly repeating what you just said and repeating it again until the customer understands. You must not raise your voice or defend yourself, as you must keep your tone level neutraland polite.

For example:

  • Customer: “Your service is horrible. I sent the form and I never heard back from you.”
  • You: “When did you send the form, Mr. Smith?”
  • Customer: “I have waited long enough, I have no patience left.”
  • You: “When did you send the form, Mr. Smith?”
  • Customer: “You would not last two minutes in the private sector with service like this”
  • You: “Mr. Smith, I need to know when you sent the form so that I can help you.”

Polite repetition can also be used when customers are not accepting your answer. They may believe that they may make you change your mind by continuing to insist or that they will get you to work around the rules for them. The polite repetition then lets the customer know that your answer is firm.

In the long run, the customer will understand and accept your answer.

  15 lectures
15 lectures

Tips & Co. #367 - Mistakes are inevitable and that's why pencils still have erasers

There is no better example of an organization's commitment to customer service than the way it resolves customer service issues. Many organizations display signs, mission statements and slogans stating the importance of the customer. Such displays may impress and perhaps reassure the customer momentarily, but there is probably no better example of the organization’s commitment to customer service ideals and values than how customers are treated after they have been disappointed.

Effective complaint management refers to that extra effort that customers expect from you in the event that things go wrong for them. That's what keeps your “at risk” customers. In the long run, this is a way to stand out from the competition.

There will always be problems. The difference lies in what you do to keep errors to a minimum and how you manage them when they occur.

  63 lectures
63 lectures

Tips & Co. #365 - The Most Common Listening Mistakes in Customer Service

Interrupting - Never interrupt the customer or finish their sentences. Most customer service providers want to solve the problem as quickly as possible. This is normal and natural, but it will prevent you from defusing the customer's anger; this customer will argue, will become withdrawn and get even more upset.

Being afraid of not having all the answers - In order to listen well, you don't need to have all the answers. This bad habit can cause you to miss the real issues. Sometimes the customer is looking for understanding, not necessarily answers.

Forgetting that the customer is probably having this problem for the first time - You've had to deal with this issue thousands of times and it is anything but new for you, but remember that the customer is experiencing this for the first time, so respond accordingly.

Believing that you are better informed than the customer - This habit can cause you to dismiss the customer's message, to anticipate it or to interrupt with a premature resolution. Leave your mind reading talents at home... They're not always reliable!

Reacting too strongly - When the customer's words strike a nerve, we tend to stop listening. In our heads, we start to disagree with the customer.

Doing more than one thing at a time - Being distracted or doing something else while listening tells the customer that we are not paying much attention to what they are saying.

Justifying yourself - Do not make the mistake of justifying what went wrong or choosing someone to blame ("The guys in shipping..."). You will become defensive and the customer will feel like you are looking for excuses, which lessens your credibility and professionalism.

  83 lectures
83 lectures

Tips & Co. #361 - Show empathy towards a dissatisfied customer

When a customer is unhappy, it is very important to let the customer know that they are understood and cared for. Listen to the customer and respond with empathy as a way to recognize their feelings and the information they are providing. To show empathy, you must:

• Acknowledge the customer’s feelings;
• Take note of the information on file;
• Let the customer know that they are being heard;
• Let the customer know that you understand why they feel the way they do.

What to do:

• Give the person sufficient time to get their point across
• Use short and sincere responses
• Use a neutral tone of voice
• Try to properly understand the needs expressed by the other person
• Use paraphrasing, reflecting and language that is appropriate for showing that you understand

What not to do:

• Do not give advice
• Do not interrupt the person
• Do not pretend that you understand
• Do not use clichés as responses
• Do not use a condescending tone of voice
• Do not jump to conclusions
• Do not only say “I understand”

  164 lectures
164 lectures

Tips & Co. #356 - Admit mistakes and apologize

When your organization makes a mistake, it is only fair to make a sincere and clear apology on its behalf. This does not necessarily mean that a person has to admit fault; they can express regret for what happened. Regardless of who is to blame, you must sincerely and clearly apologize once to the customer. Apologies should never be partial or conditional.

Never blame anyone, become defensive, or pretend, for example, that staff shortages or budget cuts are to blame. The person is there to solve the problem, not to hear about yours.

When presented with an apology, the customer feels heard and understood. This can lessen their anger, which allows you to start regaining their trust.

The best thing to do is to say something along the lines of: “I am sorry about what happened and I understand what a nuisance this is. Here is what I am going to do to make this right.”

Suggestions:

  • “Please accept my apologies for any inconvenience this may have caused you.”
  • “I am sorry for the misunderstanding.”
  • “This is an unfortunate situation and I would like to apologize.”
  180 lectures
180 lectures

Les participants le disent…


« Vraiment une formation extraordinaire, et habituellement, je suis très critique! Tout le personnel devrait suivre cette formation, il y aurait un gain d’efficacité! »

Ville de Québec

Témoignages des participants

…et nos clients aussi!

« C’est avec un grand professionnalisme que l’entreprise a offert une formation attrayante et de qualité à nos employés. Nous sommes particulièrement satisfaits des résultats obtenus grâce à cette intervention et il nous fera plaisir de retravailler avec Solutions & Co. dans l’avenir. »

Xavier Aymé, Chef des opérations | Mercator Canada Inc.

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