subject: Sales Training - How to Handle Crabby Customers [print this page] Customers from hell; how do you as sales person handles them? If you put yourself in such a crisis, you might be tempted to invoke similar response, but there are things you can do to be in control, and steer it to a positive outcome.
Here are some tips to do that:
1) Break the emotional pattern. A crabby customer might be talking with voice on top of the lung, but it is best for you not to follow suit. Things can be worsened if you do that so one of the best things to do is to lower your voice, and keep your calm.
2) Seek first to understand. There must be a reason that triggers the temper. It could be either parties fault so seek understanding to get a better picture of the situation. Ask questions and reconfirmed. Put all the pieces together before you move on to the next step.
3) Damage control. If there is thing that require immediate attention, do not wait until the cow comes home before you take action. For example, a customer comes running to you with a mobile phone that is not functioning, and he or she is stressful to make an emergency call. Let them use the company's phone instead while waiting for troubleshooting action.
4) Quantify. Often times, crabby customers' complaint using words in general, like, "All your gadgets are low quality!" and if you are faced with that situation, quantify the situation tactfully, for instance ask, "Which of our company gadgets have troubled you madam?" When things are put into perspective, it tends to clear a lot of misunderstanding.
5) Qualify. Is this really a problem? I remember one occasion where a customer of mine complaints about a meter that measure blood glucose not in a working condition despite it is brand new. A brief inspection shows that she put the battery in a wrong position!
6) Empathize. Empathy goes beyond sympathy. With it, you get into the crux of the issue and show understanding all the way, and you show your sincerity in getting the issue resolved. It is more than lip service; it is acting positively.
