Pest Perspectives - May/June 2016 - (Page 31)
Five Quick Responses
to Customer Complaints
By Ron Kaufman, UP! Your Service
he last thing a stressed, dissatisfied customer wants to hear you say is: "You're wrong." What they want to
hear is that you understand them, appreciate them, and agree with them on the importance of the value
they have cited in their complaint.
In Part 2 of effectively handling customer complaints, here are a few quick scripts to use when responding to
negative feedback from a client:
CUSTOMER COMPLAINT: RUDE SERVICE
CUSTOMER COMPLAINT: TOO MANY RULES
Your customer says: "Your staff was
rude and totally unprofessional."
You say: "You are right to expect courteous,
respectful, and professional staff."
Your customer says: "Your policies are rigid.
Your company is so bureaucratic."
You say: "I agree that we should be as flexible and
user-friendly as possible. Your suggestions can really help."
CUSTOMER COMPLAINT: OVERPRICED
Your customer says: "This service isn't anything like what I was promised. And your price is way too high!"
You say: "I am on your side in this situation. You have a right to be satisfied with
whatever you purchase from us. You deserve good value for your money. Let's review
what you have purchased and see if there's a better option for you."
CUSTOMER COMPLAINT: BAD WEBSITE
CUSTOMER COMPLAINT: TOO SLOW
Your customer says: "Your website is terrible.
I couldn't find the information I needed."
You say: "You are right to want an informative,
user-friendly website. What information
couldn't you find? Your suggestions on how
to improve the site are a big help."
Your customer says: "I've been waiting forever.
Why did it take you so long for you to get here?"
You say: "We understand that in today's world
speed counts. You deserve fast, friendly service."
Notice how your responses make the customer feel
right. We don't argue over the facts: rude staff, stiff
policies, or insufficient product features. But we do
actively agree on the importance of what they value
most. Let's face it - the customer is not always right. But
customers are always important. We can make them feel
much better by agreeing with them on the importance
of the service dimensions they identify and value.
Ron Kaufman, UP! Your Service founder
and chairman, believes service is the
essence of humanity. He is the author of
the New York Times bestseller "Uplifting
Service: The Proven Path to Delighting Your
Customers, Colleagues, and Everyone Else
You Meet" and 14 other books on service, business and
inspiration. To learn more, visit www.ronkaufman.com.
www.flpma.org | www.pestperspectives.com
Pest Perspectives 31
Table of Contents for the Digital Edition of Pest Perspectives - May/June 2016
presidential perspective Spring Offers Time of Renewal, Remembrance
Remembering Dempsey Sapp Sr.
Zika Virus: What Vector Control Professionals Need to Know
Cyber Theft: Big Challenge for Small Businesses
Effective Pest Monitoring
capitol concerns 2016 Legislative Session Wrap-Up
Five Critical Mistakes to Avoid that Blunt Effectiveness
operational excellence Increase Profit Margins with Onsert Marketing Billing Technology
marketing matters Say What? Five Quick Responses to Customer Complaints
Pest Perspectives - May/June 2016