1 a ) The Angry Customer- "You are the sales manager of a samil firm. You receive a telephone call from an angry customer who bought a home security system from your company but Is not happy with It. They are now threatening to take their story to a consumer watchdog and to the trading standards ombudsman. Your Objective is to resolve the issue with the minimum damage to the company (both financially and In terms of our reputation). Plan your response and prepare to call the customer.
Answers
Step One: Adjust Your Mindset
Once you're aware that your client is unhappy then your first priority is to put yourself into a customer service mindset .
This means that you set aside any feelings you might have that the situation isn't your fault, or that your client has made a mistake, or that they are giving you unfair criticism .
All that matters is that you realize that your customer or client is upset, and that it's up to you to solve the problem. Adjust your mindset so that you're giving 100 percent of your focus to your client, and to the current situation.
Step Two: Listen Actively
The most important step in the whole of this process is listening actively to what your client or customer is saying – they want to be heard, and to air their grievances.
Step Three: Repeat Their Concerns
Once they've had time to explain why they're upset, repeat their concerns so you're sure that you're addressing the right issue. If you need to, ask questions to make sure that you've identified the problem correctly.
Use calm, objective wording. For example, "As I understand it, you are, quite rightly, upset because we didn't deliver the samples that we promised you last week."
Repeating the problem shows the customer you were listening, which can help lower anger and stress levels. More than this, it helps you agree on the problem that needs to be solved.
Step Four: Be Empathic and Apologize
Once you're sure that you understand your client's concerns, be empathic . Show that you understand why they're upset.
And, make sure that your body language also communicates this understanding and empathy.
For example, you could say, "I understand why you're upset. I would be too. I'm very sorry that we didn't get the samples to you on time, especially since it's caused these problems."
Step Five: Present a Solution
Now you need to present a solution. There are two ways to do this