Dr. Patty Malone, Communication Speaker, Trainer, Author and Professor of DrPattyMalone.com, shares a smart tip about how to handle customer complaints.
When you are smiling and being pleasant when a customer makes a complaint have you wondered why they weren’t responding as you expected? I have a Clear Communication Smart Tips Video that will help you get the response you want from the customer.
When dealing with a customer who is complaining about something, you need to get on the same level as they are. In other words if someone is angry and you are smiling, it will likely make them angrier. They will feel like you aren’t taking them seriously or getting their complaint at all. That doesn’t mean that you get angry along with them. For example, I once stayed at a hotel where the air conditioning broke in the middle of the night. Although it was too hot I didn’t want to deal with maintenance men at that time. When I checked out I told the front desk clerk who kept smiling and told me that I should have called them to fix it. I explained I didn’t want maintenance men coming in during the middle of the night and then try to go back to sleep. The more she kept smiling and repeating the same thing over and over about what I should have done, the more frustrated I got. I saw a sign that said “If not 100% satisfied, your money back.” Although calm at the beginning of the conversation I was so frustrated with her not listening to what I was saying that I asked her for my money back & got it. All she had to do was match her tone to mine and take me seriously and that would not have happened. Get on the same level as your customer.
I’m Dr. Patty Malone, founder of Clear Communication Institute, speaker, trainer, author, and professor. Visit my website at DrPattyMalone.com, and sign up for your free audio download of clear communication tips for the workplace. Thanks for watching my Smart Tip!