Doormats Can’t Offer Good Customer Service

Too many people equate “good customer service” with giving angry, disgruntled or unhappy customers whatever they want to make them happy. But bowing down to unhappy customers in the name of customer service makes you a doormat, not a salesman.

Unhappy customers are unhappy for a reason. That reason almost always involves:

  1. Feeling unheard, misunderstood or ignored
  2. Being promised something that they believe wasn’t delivered, honored or representative of the promise
  3. Not feeling valued, appreciated or respected for being a customer or a person.

Resolving any or all of those doesn’t require you to be a doormat and allow them to walk all over you. It does require that you:

  1. Listen without interrupting to their entire story. Let them expend all their steam, anger and energy and wind down without placating, whining, interrupting or commenting. Just listen.
  2. Acknowledge them. You don’t have to agree with them, take sides or prove them wrong or right. Show them you understand. You should be figuring out what they’re really upset about when they’re venting and you’re listening. Are they frustrated? Are they angry, scared, and unable to proceed because your product failed? Acknowledge that. You’re simply saying you understand how they feel and what they are experiencing. You’re not promising that you will make it all go away.
  3. Don’t make things worse. Don’t make promises you can’t keep in an effort to make them go away or shut up. Solve their problem if you can, and if you can’t, find a solution they can accept.
  4. Finally, appreciate them. Thank them for talking to you, for sharing their complaint and then working through a solution with you. That’s good customer service.

“Your most unhappy customers are your greatest source of learning.”
~Bill Gates

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People do business with people that they know, like, and trust. Since we can’t pick or choose the “type” of person we are most likely to trust and like right away, we need to learn how to effectively with everyone’s personality style.” Learn how in this report and start increasing your sales right away!

Selling To The Four Personality Types

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