Customers form the integral part of any business organisation. They are the product users and therefore it is imperative we learn ways to interact with them in order to drive more sales and profit. However, these customers have different kinds of traits and therefore have to be handled based on the behaviour towards the business. Below are the various ways of dealing with these different kind of customers:
The
Aggressive
Who
are they: They are the enraged customers who are not
entertaining explanations and all he wants to do is pin the mistake on you.
How
to deal: First, you have to calm them down. Do not
match their aggressiveness with your high emotions. When their anger has
subsided, take the opportunity to apologize and offer a solution. Listen
completely, ask: "what else?" agree that a problem exists, and
indicate what will be done to resolve it and when.
The
High -Roller
Who
are they: These customers want the best of services
and prompt delivery. They are willing to pay more for services if they have to
and are not interested in excuses. They will complain in a reasonable manner
and only if they have to.
How
to deal: They are only interested in results.
Always listen respectfully and actively and question carefully to fully
determine cause. Ask: "what else?" and correct the situation.
The
Meek
Who
are they: These customers will not complain, they
will just walk away and never return if they feel offended.
How
to deal: With these customers you need to probe
further if you want more information. They are least likely to speak about anything.
Act appropriately to resolve complaints.
The
Rip-offs
Who
are they: These customers would want you to go out
of your way to give them more than they deserve. A constant and repetitive
"not good enough" response to efforts you make to satisfy this
customer is a sure indicator of a rip-off customer.
How
to deal: Remain objective in your response to their
queries. Be sure the adjustments you make to satisfy this customer is in line
with what the organization would normally do under the circumstance. In
answering such customers, give them statistical figures. Consider asking
"What can I do to make things right?" after the first "not good
enough."
Chronic
Complainers
Who
are they: These customers are the ones who are
never satisfied with anything. As frustrating as these customers may be, you
cannot dismiss them.
How
to deal: With such customers, you need patience
when dealing with them. Apologize for what happened, and tell them you will
have the problem fixed. Unlike the Rip-Off Customer, most Chronic Complainer
Customers will accept and appreciate your efforts to make things right. They
tend to be good customers (in spite of their constant complaining) and will
tell others about your positive response to their complaints.
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