• Viewable With Any Browser

  • Viewable With Any Browser

  • Viewable With Any Browser

Those darn Angry Customers!

A happy customer is essential to every business, not only do they spend more when they are happy, they refer more customers to your business. On the other hand, Angry Customers will waste your time & efforts and stress down your employees, then talk bad about your business. You will not only loose the customer but also loose all the potential referrals ho would have got you.

What makes a customer angry?
The customer becomes angry the product or service that they purchased from you did not meet their expectations, or it was not delivered on time or in perfect condition, or maybe the rep that they dealt with was rude and/or incompetent.

What type of angry customers are there?

1. The Spartan – This type of client is angry about anything and everything, and they think that it’s all your fault. Everything’s a battle with them, hence the name.
How To Deal With Them: Let them know that you understand their anger, and that you can empathize. Try to use the same words and body language that they do; basically, they don’t currently see you as a person, but rather a corporate face, so if you can emulate them to the point that they see themselves in you, they’ll start acting more civilized.
2. The Mind Changer – The mind changer repeatedly changes their shippingpreference, wants to start and cancel a service, or wants to change the color or size of a product. They just can’t figure out what they came to you for, and they’re upset that your business doesn’t have the limitless flexibility to satiate them.
How To Deal With Them: Reason with them and let them know that it costs you money when they keep changing their mind. Try to shift their focus onto what they’ll be getting rather than how much it costs–the reason they keep changing their mind is almost always money.
3. The Business Owner – This guy owns his own business, and it runs quite a bit better than this business you’ve got here. Why, in his company, customers are treated immediately and the prices are fair. And he knows what you paid for that thing–give him that price, or he’s walking! Nevermind that as a business owner, he should know how difficult it is to deal with bad clients and make a profit.
How To Deal With Them: Talk business with them. Explain that it doesn’t make you a profit to make customers upset, and that there’s a very good, business sound reason for everything that you do. If you’ve made a mistake, own up to it, and remind them that all businesses make mistakes, it’s how they deal with them that matters.
4. The Talker – The talker is possibly the worst type of client to have,because they may be friendly as the dickens and all around OK, it’s just that they’ll talk and talk for hours. Often they’ll tell you about their pets, or give you a sob story to explain why you shouldn’t charge them what you charge everyone else.
How To Deal With Them: There’s just no way to be polite and brief. Tell them you’ve got to help other customers, and you’ve got to go, and thank them. If you’re on the phone, use any pause after you say this to say goodbye and hang up. They’ll get the message. You should never lie to these customers, because they’ll be severely offended if they’re able to catch you in said lie.
Is there a hidden agenda?
YES! notice that with a really angry person, even if you can “fix” the problem, the person still acts in angry or nasty ways? Why is that? Well, actually angry customers want several things. Yes, they want the problem fixed, but they also want to BE HEARD, TO BE LISTENED TO, and to have their upset and emotional state recognized and acknowledged.
The solution is to follow this general rule: When faced with an angry customer, FIRST focus on acknowledging the feelings and upset of the customer. Once the customer starts to calm down as a result of having his or her feelings recognized, THEN move to solving the problem. You’ll find that this will save you a lot of time and energy.
Here are few tips when confronted with an Angry Customer:
1. Don’t take it personally.
Understand that most angry customers aren’t angry with you personally, but rather with the situation in which they currently find themselves. They may be frustrated and, until you hear them out, you have no idea why.
2. Let them vent.
Part of being good at customer service is letting the customer feel that he has the floor. Let him tell you the entire story. Take notes if it is long or involved. Only after the customer has felt like he has said his peace should you attempt to solve his problem. Make sure you are actively listening to what he is saying and what he is not saying. Sometimes you can tell more about what would satisfy a customer by paying attention to what your customer didn’t say or by the nonverbal cues your customer gives out -than you can by the words he chooses.
3. Ask for clarification if there is something that you do not understand.
Better to ask what may seem like a dumb question then to start off on the wrong path to solve his problem. If you begin by answering a question he didn’t ask, the anger will only intensify. Make sure you know what it is that happened and perhaps what he wants done about it before you begin.
4. Validate your customer.
Sympathize and empathize with your customer as much as possible. Tell him you are sorry that he is so frustrated. This is not the same as admitting fault or accepting blame for the situation. It just further lets your customer know that you are there to help him and are interested in his welfare and not just the company’s bottom line. Otherwise your reactions to his anger or your responses to his statements may serve only to fuel the customer’s anger.
5. State back to the customer what you heard him say.
To make sure you didn’t misunderstand, state back to the customer what you heard him say is the problem. This way you can clear up any last minute details before you get into the answer with him.
6. You don’t have to have all the answers.
Saying “I don’t know.” may be the correct answer to the customer’s question. One of the worst things you can do is to pretend to know the answer only to find that it won’t work for the customer. Be honest and tell the customer you will have to find out for him and call him back. Ask him if he can hold if the answer is within reach. Make sure you follow up with the customer when you said you would!
7. Share your commonalities with your customer instead of focusing on the differences.
Identify with him by bringing out something that you both have in common. Perhaps share a short story about something similar that happened to you.
8. Tell your customer what you can do for him.
If you can do exactly what your customer wants, fantastic! If you can’t, have another proposal ready that would be a good fit for your customer. If you feel it is warranted (and if you can), offer a freebie or a discount on another product to show good faith.
9. If your suggestion doesn’t appeal to the customer, ask him what he would like you to do and see if you can accommodate him.
Sometimes your customer may not even know what he wants from you. Stating this may help your customer realize that they are being unreasonable. Or perhaps your customer will come up with a way that will work for him that you would never have thought of on your own.
10. Explain why you may be limited in what you can do.
If it simply isn’t possible to do what he wants or if it is just too costly for your company to do this, explain that openly and honestly with your customer.
11. Thank your customer for bringing this to your attention.
If they have brought an issue to your attention that will allow you to better meet the needs of your other customers, this is a good thing for you to know! Thank your customer for allowing you to provide better service or a better product to your customers. They will appreciate knowing that not only did you help them with their problem, but that they were the catalyst for a positive change in your company
And always be polite!
Well, would you believe me if I told you that you could learn some techniques that would turn this person in to a happy customer? It’s true!
Many times what an angry person really wants is someone who will listen and do their best to help. They don’t necessarily need someone to say the “right thing” or someone who will “solve all their problems”. They just need you to listen and do your level best to help them get what they feel they deserve.
Now we interrupt this communication advice for a message from reality: *BIG DISCLAIMER* Nothing in communicating with human beings is certain because every person is different and their moods change from day to day or even minute by minute.
Nothing works 100% of the time, but these tips will help you increase your chances of creating a connection with this person and enable him walk away feeling that you honestly did you utmost to help him!

Make the angry customer want to come back again
A customer complaint can be a vehicle for customer retention. If you handle the customer appropriately and apologize effectively you can turn a negative into a positive.
Never counter angry customers with your own anger: Remember that the simple mathematical principle of ‘minus into minus is plus’ does not hold good in the case of human relationships. You have to face a confrontational situation by dousing the irate customer with a sprinkling of your cool behaviour and by trying to give due respect even though the customer might be yelling and swearing at you. You must resolve to stay calm and try to satisfy the customer even in the most difficult situations. It is only by expressing respect that you will win him over.
Khaled

We suck at Customer Service and here is how to improve!

Jordan has great assets in terms of tourism. You name it (History & Culture Tourism, Eco & Nature Tourism, Religion & Faith Tourism, Leisure & wellness Tourism, and Fun & Adventure Tourism) we have it all.

What we lack is the right service! we are known for our Jordanian frown. We don’t usually smile although we mean good. We don’t beat around the bush, we give it to you straight. We need to learn the etiquettes of customer service.

Some people claim it is a culture handicap, some say it’s bad management. I on the other hand not into stereotyping business and believe with a little bit of education we can all learn something new.

Customer service is vital for any business today. Excellent customer service is the key to gaining new customers and customer retention. After all, for every happy client you have, he or she will tell three people; but, an unhappy customer will complain to 10.

You can offer promotions and discounts to bring in as many new customers as you want, but unless you can get your customers to come back, you are wasting resources. Good customer service is all about creating a happy experience for your customers. Happy enough to send out positive feedback about your business.

It is not good enough to sell a product or a service, you need to create a relationship to guarantee that the customer will keep coming back, not to mention referring new customers to your business. How do you go about forming such a relationship? By remembering the one true secret of good customer service and acting accordingly; “You will be judged by what you do, not what you say.” If you truly want to have good customer service, all you have to do is ensure that your business consistently does these things:

1- Be reachable, visible, and available:
I used to wait on tables back in the days, the first rule is to greet the customer once they are seated in 40 seconds or less: “Hello, my name is Khaled Welcome to (Hotel California), I will be with you shortly” . You have to acknowledge your clients with a smile, a simple hello, or a short greetings. Another thing for business owner, is to be available whenever the customer is asking to meet with them.

2-Listen:
Allow your customer to vent out and let them speak their mind uninterrupted. Wait till they say all there is to say. Pay attention to every little detail, show them that you are listening by making the appropriate responses.

3-Don’t promise unless you WILL deliver:
Reliability is one of the keys to any good relationship, and good customer service is no exception. Think before you give any promise, because nothing annoys customers more than a broken one. Give yourself an extra time to allow for surprises.

4-Deal with complaints emotionLESS:
“You can’t please all the people all the time”. Maybe not, but if you give the complaint your attention, you may be able to please this one person this one time – and position your business to reap the benefits of good customer service.

5-Help even if there is no *CASHING* sound to it:
The other day I needed to buy a mobile charge, while dropping off the taxi I did not have the right change, so I went around the nearby stores (which all happen to be mobile stores) and asked for change. The first two stores claim they don’t have change for a 5JD while the 3rd store gave me the change with a smile. After paying my Taxi who do you think I would go buy the charger from?

6-Empower your staff to be (helpful, courteous, and knowledgeable):
I think that is one of the major issues here in Jordan, we need educated our front office staff and provide them with the right tools to make a decision to solve issues with our customers, or even empower them to cross sell our products & services. Talk to them about good customer service and what it is (and isn’t) regularly. Most importantly, give every member of your staff enough information and power to make those small customer-pleasing decisions.

7-Take that extra step:
Make it easier for your customer. Don’t just answer their question, offer any extra information and suggest better options. We are not robots, customer sometimes come for the interaction and the atmosphere. If a customer asked: “where is a good place to eat around here?” engage in a conversation, ask him what type of food is he looking for, offer options and propose your favorite.

8-Always throw in something on the House:
Make them feel they had a “winner” experience. A happy customer is as happy as the experience is, no matter how much money he paid. Whether it’s a coupon for a future discount, additional information on how to use the product, or a genuine smile, people love to get more than they thought they were getting. And don’t think that a gesture has to be large to be effective.

If businesses in Jordan would follow these simple rules consistently, businesses will flourish (Scout’s honor).

Here are few tips answering negative comments online:

1.Read, take a deep breath, and only answer when your emotions don’t affect the message.

2.Acknowledge up-front that the customer has a point, a simple sorry will do.

3.Provide details that let the customer know you read their review, automated or canned responses to negative reviews are worse than no response at all.

4.Provide details on how you are improving or changing because of their review and what they could expect in the future.

5.Invite them back to your business or to try your services again in the future as you will continue to improve with great feedback.

6.Thank them for their feedback.

7.Provide your full name along with contact information at the bottom of the message to make yourself available.

Source

For etiquettes on answering the phone:


1) Answer all incoming phone calls before the third ring.
2) When you answer the phone, be warm and enthusiastic. Your voice at the end of the telephone line is sometimes the only impression of your company a caller will get.
3) When answering the phone, welcome callers courteously and identify yourself and your organization. Say, for instance, “Good morning. Cypress Technologies. Susan speaking. How may I help you?” No one should ever have to ask if they’ve reached such and such a business.
4) Enunciate clearly, keep your voice volume moderate, and speak slowly and clearly when answering the phone, so your caller can understand you easily.
5) Control your language when answering the phone. Don’t use slang or jargon. Instead of saying, “OK”, or “No problem”, for instance, say “Certainly”, “Very well”, or “All right”. If you’re a person who uses fillers when you speak, such as “uh huh”, “um”, or phrases such as “like” or “you know”, train yourself carefully not to use these when you speak on the phone.
6) Train your voice and vocabulary to be positive when phone answering, even on a “down” day. For example, rather than saying, “I don’t know”, say, “Let me find out about that for you.”
7) Take telephone messages completely and accurately. If there’s something you don’t understand or can’t spell, such as a person’s surname, ask the caller to repeat it or spell it for you. Then make sure the message gets to the intended recipient.
8) Answer all your calls within one business day. I can’t emphasize this one enough. Remember the early bird? The early caller can get the contract, the sale, the problem solved… and reinforce the favorable impression of your business that you want to circulate.
9) Always ask the caller if it’s all right to put her on hold when answering the phone, and don’t leave people on hold. Provide callers on hold with progress reports every 30 to 45 seconds. Offer them choices if possible, such as “That line is still busy. Will you continue to hold or should I have ________ call you back?”
10) Don’t use a speaker phone unless absolutely necessary. Speaker phones give the caller the impression that you’re not fully concentrating on his call, and make him think that his call isn’t private. The only time to use a speaker phone is when you need more than one person to be in on the conversation at your end.
11) If you use an answering machine to answer calls when you can’t, make sure that you have a professional message recorded, that does the same thing as tip # 3, and gives callers any other pertinent information before it records their messages. Update your answering machine message as needed. For instance, if your business is going to be closed for a holiday, update your recorded answering machine message to say so and to say when your business will reopen.
12) Train everyone else who answers the phone to answer the same way, including other family members if you’re running a home-based business. Check on how your business’s phone is being answered by calling in and seeing if the phone is being answered in a professional manner. If they don’t pass the test, go over this telephone answering tips list with them.
Khaled

Amman Al-Mumayaz Taxi

In 2006 Noor Jordan Kuwait Investment company has introduced the (Mumayaz) Taxi service throughout Amman. Size of the fleet is 300 Toyota Corolla cars and 100 Mercedes cars. Investment cost was estimated at 15 Million JD. You can call ( 06 – 5799999 ) to request a taxi to come pick you up at your doorsteps. Toyota Taxi meter starts at .580 JD while Mercedes Taxi meter starts at 1 JD compared to the Yellow Taxi meter that starts at .250 JD. Also Meter fare is .10 JD per 53 meters while Yellow Taxi meter fare is .10 JD per 58 meters.

So, What is so “Mumayaz” about this Taxi service?

  • Accessibility: You can call the hotline number  24/7, and have Mumayaz taxi at your doorsteps.
  • Coverage: Their services stretches outside Amman city to all over Jordan.
  • Pricing: Charge is as shown per meter. Which makes its most affordable way to use after midnight and airport trips. Beside fare is not too expensive compared to yellow taxi.
  • Safety: All Mumayaz taxis are marked, drivers are clean cut with uniforms. Taxi in good mechanical condition.

Issues:

Call Center:

  • Not well supervised.
  • No enough knowledge of Amman map.
  • Communication issues with supervisor of drivers and clients.
  • In need for more Customer Service skills.

Drivers:

  • They should know basic English.
  • In need for more Customer Service Skills.

I think this is a great project and it could be managed in a better way. There is a need for more Basic training in terms of  customer service, hygiene, English and so on.
Also, in terms of technology, there should be a way to track drivers and maybe also send the GPS point of arrival to the assigned driver’s GPS system.
Drivers should be incentivized, wages should be paid on time. A pointer system should be placed to award top drivers in terms of revenue generated, best customer services and so on.

Do share your experience with Al-Mumayaz taxi with us.

Khaled