3. Americas Mart University 6/18/2009
What Motivates Customer Behavior What Motivates Customer Behavior
Social Needs Esteem Needs
Self-actualization Are the employees Self-actualization
Esteem Needs :
friendly? Esteem Needs :
Do the employees treat
Belongingness and Love needs
Do I feel comfortable as a
Belongingness and Love needs
me as an individual?
Safety Needs Safety Needs
Biological and Physiological Needs
customer? Biological and Physiological Needs
Do the employees
Do th
D other people I k
l know appreciate my business?
use these products and Will I gain status using
services? their product or service?
Will having this product be Will others recognize that I
positive to my family and made a good decision
friends? purchasing this product?
What Motivates Customer Behavior
Self-Actualization Needs
Types of Dissatisfied Customers
Self-actualization
Esteem Needs :
How will this product add
Belongingness and Love needs
value to my experience?
Safety Needs Is the company willing to Rude or Aggressive Customer
Biological and Physiological Needs customize this product to
p Argumentative Customer
suit my particular situation? Angry Customer
How will using this product Unhappy Customer
help me gain status?
Will using this product help
me make a difference in
the world?
Dealing with a Rude
Dealing with Rudeness
or Aggressive Customer
The customer says “Seems like my special orders
Remain calm. Remind yourself that the never come in on time. Can’t you do a better job
person is angry at the situation usually, scheduling?”
and not you personally.
Lower your voice, even if he gets louder. You answer:
Talk at a normal pace. “Mrs. Johnson, we pride ourselves on paying
If he uses abusive language or makes attention to detail and want to please you.
negative statements about you or your Unfortunately, we did not receive this product from
company, say, “I understand that you our supplier, but I have called to find out when we
are upset, but using that language will can expect to receive it.
not help us get this resolved.” .
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4. Americas Mart University 6/18/2009
Dealing with Rudeness The Argumentative Customer
The customer says, “ I can’t believe how ignorant Even though your first instinct may be to
you people are. I asked a question and got a shrug.
argue back, it’s better to try these techniques:
Does anybody know anything here?”
Speak softly.
S k ftl
Your answer:_____________________________ Ask the person’s opinion. Probe to make
_______________________________________ sure you fully understand their concerns.
_______________________________________
Concentrate on points of agreement.
_______________________________________
_______________________________________ Excuse yourself if you become angry and
ask for someone to take over if it would be
beneficial to the situation.
The Angry Customer Dealing with Anger
Address the anger first.
Nothing will progress until the
negative emotion is reduced.
Keep your emotions in check.
They’re delivering two
1.
1 Let the customer vent
vent.
messages:
2. Acknowledge the customer’s
~ The facts dissatisfaction.
3. Apologize, if appropriate.
~ The feelings
4. Ask questions to fully
What can you do with this type customer? understand the issues.
5. Make a statement about
finding a resolution.
Dealing with an Argumentative
Dealing with an Angry Customer
or Angry Customer
1. Watch your tone of voice.
2. Be sympathetic
“When I called you said you had these products in
3. Don’t make promises you can’t keep. stock. Now, I come down here and can’t find
4.
4 Analyze the problem. Make sure you fully
problem anything I wanted What’s your problem?”
wanted. What s problem?
understand the complete situation. Ask if
there are other issues. Your Response:___________________________
5. Stress what you CAN do, not what you ________________________________________
can’t do.
________________________________________
6. Negotiate a solution.
________________________________________
7. Follow through.
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5. Americas Mart University 6/18/2009
The Unhappy Customer Dealing with an Unhappy Customer
Create a relaxing environment by
being calm and understanding.
Isn’t pleased with the
Be patient and be a good listener.
service he’s received.
Isn t
Isn’t happy about the Let the customer fully explain the
situation without interrupting
product.
him/her to offer an excuse.
Feels he/she was misled
about product. Answer all their questions in a kind
manner.
Offer suggestions for resolving the
situation.
Dealing with an Unhappy Customer Phrasing and the Difference it Makes
“I washed this sweater according to directions Instead of this Say This
and look what happened.” It’s our policy. We’ve found that the best way to handle
this situation is to …
Did you…..? When will you be able to …?
You answer:___________________________
We can’t do that. Boy, that’s a tough one. Let’s see what we
_____________________________________ can do to find an alternate solution.
_____________________________________ I don’t know…. That’s a good question. Let me check and
find out.
_____________________________________ You didn’t do… We need for you to…...because……
Phrasing and the Difference it Makes Practice Dealing with Situations
Instead of this Say This
You’ll have to…. Would it be convenient to…?
You
Y need t d to…. If you would…..
ld
Hold please. I’ll be It may take me some time to get
right back. that information. Are you able to
hold or shall I call you back?
“No” used at the start We aren’t able to…, but we can….
of any sentence. I’m sorry, we are unable to….
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6. Americas Mart University 6/18/2009
Turning Difficult Customers Around In Closing
Understand what causes customer dissatisfaction.
Identify what’s behind a customer’s attitude.
Learn techniques for handling different types of
What has worked for you?
challenging customers
customers.
Practice dealing with difficult situations.
Selling is all about relationships and proper handling of
dissatisfied customers can actually build customer loyalty.
Our goal should be to create customers for life.
Thank You for Your Participation
Marketing, Communications and Technical Writing
▪
Corporate Universities, Instructional Design and Training
▪
Human Resources and Change Management
▪
Business Development and Sales
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