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Recover the Potentially Lost Customer. Chapter 9. Objectives. Understand customer recovery Maintain healthy attitudes Apply techniques Handle a nasty complaint letter Develop skills Understand the difference between assertive and aggressive behavior.

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objectives
Objectives
  • Understand customer recovery
  • Maintain healthy attitudes
  • Apply techniques
  • Handle a nasty complaint letter
  • Develop skills
  • Understand the difference between assertive and aggressive behavior
understand the case for customer recovery
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
feel their pain
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
do all you can to resolve the problem
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
go beyond offer symbolic atonement
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
look back and learn from each situation
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?
understand what happens if the customer is still not satisfied
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.
action tip 1 be sure this really is a chronic complainer
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.
action tip 2 know what to do with this guy or girl
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
handle a nasty complaint letter or email
Handle a Nasty Complaint Letter or Email
  • ANSWER!!!
  • Be an effective writer
  • Be sensitive
  • Be tactful
people are strongly interest in themselves
People Are StronglyInterest in Themselves
  • “What’s in it for me?”
people don t like abrasive people
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.”
understand that assertive behavior is not aggressive behavior
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