Costumer
What is the best way to approch not so friendly costumer?
Paul, Great awareness! Taking the time to listen to the person might uncover some of the challenge.
Dr. Jean Norris
This is an opportunity to win this customer over. Remember that you do not know this person or what they are dealing with in there personal life. Show them empathy and assure them you want to help.
I agree with this. Approach them with a smile and be very kind. I call it the "kill them with kindness" approach. It's hard to remain angry or dissatisfied with someone who has a positive attitude.
Listening is definitely the first step. Once you understand their situation what can you do to help them move forward in the process or conversation?
Dr. Jean Norris
That's a very thoughtful approach Rene. You're right, we don't know the root of the customer's not so friendly demeanor and if we can help them by openly listening as they explain their situation we may learn so much more. Thank you for your post!
Dr. Jean Norris
Listen to them helps to better understand where they are coming from.
A not so friendly customer always has a reason why they act in the way they do. It may be in the past they weren't treated properly or feel the need to act in a certain way to not let their guard down.
The best way to respond to this type of situation is to always treat them with extra kindness!They wont have a reason to act with such anger or frustration. Also, it helps to have them explain their frustration so they feel relieved.
Gregory,
A smile definitely can't hurt! Thanks for sharing your insights!
Dr. Jean Norris
Approach every customer with a genuine smile. A smile will normally create a positive reaction, then move forward with the customer to solve any possible concerns.
This looks like a good approach Stuart. Have you ever had to put this into practice?
Dr. Jean Norris
Try to address the clients needs by first and foremost allowing the client to explain what their complaint is. Give them your full attention and try to find a way to resolve the issue. Keep calm so as not to aggitate them any further or create more complications. Perception to a customer is everything,so by hearing the customer out, it gives them a chance to see that you truly are trying to provide the best customer service that you can for them.
That's a great approach Susan and brings to light the importance of being mindful of what the student is going through and being able to show empathy and validate their feelings. Imagine how frustrating it has to be to be ready to attend school only to find out that this huge barrier is standing in their way. How do you empower your students become an active part of the financial plan?
Many times we hear students complain that they thought they would get more in financial aid or are upset that their grants do not cover all their costs. As the financial aid administrator at my campus I have to find a way to make sure they understand I have exhausted all options and awarded them the maximum allowed by DOE regulations. In addition to this, I have to do it in a way that defuses their dissatisfaction. It isn't always easy but by being mindful of their disappointment and making sure to explain all of the benefits they HAVE received helps. I also try to help them find alternative sources of assistance.
Thank you for sharing your experience Mala. I think your approach allows the customer to feel acknowledged while at the same time supported. Keep up the great work!
I get the sense you treat your customers with kindness and respect. How has this approach helped you connect with your customers?
Approach the client with a postive attitude, great them with a smile. In a polite way figure out the issue that may have them in this mood. Work your best to improve the situation, giving all you can to the client so they know you really care and are concerned for their issue or needs. Involve management or higher up to assist if it is above your level of expertise.
It is something I've been practicing for years. I might say something like, "I'm so sorry you're having such a difficult time with this issue. Maybe we can find a solution...." And I say it sincerely. The message that comes across is that I am sympathetic to their situation. That I want to help. It works like a charm. Of course, I don't stop there. I work with the person. Perhaps they're angry about the balance due on their account. I'll print a ledger card and go over it with them. If I've made a mistake (always possible), I admit it and agree to fix it immediately. More often, though, they may not have understood a process, so I would explain it.
This is an interesting approach Mala. Do you have any examples of how you have taken the responsibility and therefore difused the anger?
Never be afraid to apologize. If you start by taking responsibility for the customer's dissatisfaction, you will go a long way toward defusing the anger behind it. Then you can begin to address solutions.
