How to Deal with MAD Customers

1. How to Deal with MAD Customers-Customer Service Training: everybody. This is Kaycee Ellis and welcome to my webinar on how to deal with Matt customers, angry customers, difficult people. It all kind of is enveloped in what this is about, which is really good customer service and give communication. This is really an investment into your skill, of being good with customer service and in the rewards are really endless. Because not only is this really great for your customers and for your business, but this is not can also help you in personal relationships like how to talk to your spouse or your kids or your family members. It really is good. Customer service is really is kind of a multi faceted, um, way in skill that you can work with people. So I'm so excited to be able to bring this to you. I've been asked to do something like this for a long time, so I'm happy that I'm able to give it to you in a little bit more of a professional and a course type of format. I think this is gonna be really, really helpful to everybody. Now, people they like toe work with who they trust and building trust is a whole nother webinar . But now toe work these relationships. But people they want to work with, people who aren't going to judge them. People who aren't going toe maybe shames them. And and I know what I say. Shame. That might seem, um, a little aggressive. But really, it could be done in little meniscal ways to. So if people feel like they can work with you on this personal level where they trust you, they're much more likely to do that in one way and a huge way, even though it's one way that you can make this happen is by doing the steps in these action steps tonight that I help you with. And then I try to teach you this is going to really make that customer service a great foundation for you. So these people can build trust with you to where they're going to come back time after time again. They're gonna be loyal, and they're gonna want to do business with you a lot. And providing the customer service is very likely to get you what you want. And and I say that because what everybody wants is they want a thriving business. They want it to go so well to where they can do these other things in their lives. They can stay home and actually work. Or they can take their families on these great vacations, or maybe not have so many financial issues in their life. And by having good customer service and customers that are loyal to you and they want to come back to you, that is going to help you to get these things in your life. And it's I don't want to say it's easy. If it's easy, customer service would be great for everybody. And we all know customer service is not everybody's forte, right? We all have experiences and stories where customer service was net what it should have been . So by doing this, you're really influencing people and and you're creating these loyal followers, and that's really you getting great feedback from your target market. So this and we'll discuss that later in the Class two. But overall, this webinar is really gonna make you kind of put your finger on the pulse, if you will, of what it takes to provide good customer service and by by doing that, in response to people that are mad or people that are angry is really a great key on how you're going to run your business and really just get the best out of it. So let's go ahead with the class and get started and thanks for coming. 2. What's to Complain About?: Okay, So how to deal with mad customers? Set customers, People that are angry. There's several reasons as to why you're going to get this type of interaction. Number one. Most likely, they're mad about the product that they got Number two. They could be bad, maybe about a service that was supposed to be given to them that they don't think was done correctly. Or maybe it wasn't promised to deliver what it what it did. Or they could have just not been treated very well or how they think they deserve to be treated. Maybe by you or someone you work with or one of your team members. Overall, what it means, really is that their expectation wasn't met, and that's really why they're angry. 3. Is it Just Me? It Just Happens!: so, first and foremost, I always tell people you can't avoid upset customers. It just doesn't have in life out of business. It will always happen. Somebody is gonna be upset for something. It's just the way it works now. A lot of people want Teoh avoid this. So whenever they get like a mad customer, then they want to change their whole business model or their whole listing or their whole description. In response to this person, that was matter angry. And while I understand why that might be like, your first instinct is to do that, that can be very harmful to everybody else. And I'll explain that later in the class. But I really just want you to know the goal is not to avoid any type of customer dissatisfaction. That's not the goal at all. What the goal is is to when this does come to you, because it will, when it comes to you want to be able to resolve it well enough to where the customer wants to come back or they leave happy, sometimes even both. And when I, when I explain this to people like you can have a bad customer and they can turn into some of your most loyal customers in the world. Not a lot of people believe that, but it is absolutely true because what you're doing is you are really creating a relationship. You're creating trust. And by doing that, those are the exact same things that makes customers want to work with you or to continue to work with you. And typically Matt customers are they're they're not is trying to think of. What the best word to say is there not so, you know, laws a fair whenever it comes to issues, which means they're more likely to be verbal to be a little bit more out spoken than other people who buy your product, don't like it and then just never say anything. Instead, with those customers we're going to do is they're not going to say anything. They're not gonna leave a review, and they're never gonna buy from you again. So, customer, that's man and upset and they're coming to you. They are already the type that's going to speak about your service, so it's either going to be good or it's gonna be bad. So these types of customers are really the customers that you wanna work with because with their, you know, wanting to verbalize things and buy them being more out spoken. That is exactly the type of follower that you wanna have with you one that's proactive. One that's engaged. We just got to make it towards positive instead of making him. And that's exactly what this cost is gonna teach. 4. Here Are the Problems: So the problem for you and the customer is their experience isn't what they wanted addle their mouth about it, right? And really, that's not what you wanted for them, either. Nobody makes the product or tries to deliver a service like I'm doing and wants their customers to be mad about it, that we don't want that. We want them to get into love it and to share it and to talk about it and engaged with us. That's what that's the experience that we want for our customers. So if you're a customer, comes to you better angry. Well, we don't want the matter angry either. So, you know, I think that we want to get so defensive in the beginning, but we really have to think about it. We don't want their experience to be like that. So that helps you with a little bit of empathy right there. You want them just toe have that fulfillment so they just keep coming back to you. The second thing is that we're still worried about is that they don't come back, you know, we're still worried we lost the business, and that's money in the pocket. Over. Think we're have to refund him. They were gonna lose money. And the third thing is, we're really what? What probably people are most worried about is that they're gonna bad mouth us to everybody else, which means again, we're gonna lose business. And when that happens, well, then we think my business is gonna close. My dream is done. Can't put food on the table. I'm gonna have to get some crappy 9 to 5 job. Right? Um and I know when I say that's a few like Casey, That's not, um, doesn't always mean that, but subconsciously, your brain goes there like they're gonna hate me, and this is just going to snowball and it's gonna blow up. And I'm just gonna get shamed everywhere. And no, it's gonna want to do business with me. So these air kind of the problems that we have when it comes to that and our mind does go to the extreme, which turns into emotions that go into the extreme as well. There's nothing wrong with emotions. In order to give good customer service, you have to be emotional, and I don't mean emotional like how you seen on the movies like you're balling all the time and you're just worked up and always on edge. You have to be human. You have to show emotions, giving good customer service. When we go through these steps, you were going to see there that it is wildly obvious. You were going to have to show emotions in order to do this well. And when you think about it, when a customer is coming at you with these issues, they're already emotional. You cannot fight emotion with no emotion that doesn't work like that. In order for you to resolve this issue, you have to feel with them, so emotions are a big part of this as well. Now when it is, I said before, whenever people get this, they try to make it to where this is never going to happen again and I want. And I'm going to say it probably more times in this video. But it's very important that, you know the goal is not to avoid it. That's not it again, We want to just be able to resolve this for them and build relationships. That's really what the goal of this customer service weapon are will be about 5. The Positives to Complaints: Okay, so now let's go to what the positive part of this is now. Customer service is not singular. It's not like I gave good customer service. And it was this one object here that I gave to the customer. That's not it. Christmas services very linear, and it involves a lot of different moments. You know, that's probably the best way to describe it, like you would think of our relationship. A relationship isn't just Oh, he bought me a nice dinner, and now we have a great relationship like it's not that a relationship is full of a 1,000,000,000 different moments, right? And that's really what makes your relationship. It's the exact same. A customer service. It's a lot of different moments. Now, whenever I teach my webinar about how to get good, give good customer service, that will be different. This one. We're focusing on how to deal with mad, angry customers, but that's a huge deal on on how you deal with that, um, and that it isn't just this one little thing. It's a lot of these different moments. It's just tons of interactions combined. If you want to look at it that way, so here is what the negative feedback is. It's really an insider. Look into your business, and the neat thing about that is that it's someone going in and looking and be interactive , and you know your listing or in your store, and they're giving you an insider. Look into that project, so that's great right there. Now it's also your target market, giving you feedback for free. Now I say this before, and no one seems to think of that and you're not going to hear. A lot of people tell you that anyway. But they're speaking directly to you, your target market speaking directly to you. That's amazing. There are businesses out there that spend millions of dollars in advertising to find out what their target market is thinking. So when you have a customer coming up to you with an issue, they are giving you feedback for free. And most likely, they've already bought something from you. They but your service. So they bought your product already, so they've actually paid you, and now they're giving you feedback for free huge deal. So that's one thing to be very, very thankful for Is they their They're just offering this information up to you. It's great. So it's also a great opportunity to build the relationship in the engagement. And here's the most important part, and you're going to hear me say this A lot is it's giving you the opportunity to find the disconnect. Now the disconnect could be a lot of things, and some people might say disconnect is the same as, like problem. So they're helping you find the problem, or they're helping you find the disconnect So the disconnect could be maybe the description . Was it clear enough, or your picture didn't represent the item clearly online as it did whenever they got into the store. Those could be the disconnects, or maybe like the product in an ad like it didn't have the dimension. So when the customers came in to get it, it was completely different. Whatever they got there. So that's where the disconnect is, and that's definitely what we're going to work out. And it's a huge part. It's a great thing your customers are showing you where this disconnect is. So these, you know, those are the disconnects that your customers bringing to your attention, right, so by them presenting those disconnects to you. They're giving you this little free advice session, and that's really going to make your business better. And how is that going to make your business better? So by you changing like your online listing to maybe show a picture of, you know, you holding the item, I'll give you an example. There was someone that I was working with and she sold these adorable little mailbox is the cutest thing ever, and she sold him for Valentine's Day. So someone had bought and have the dimensions. Everything was on the listing, so someone bought it and they got it and work furious because it was so much smaller than what they thought that it should have been. And she was like, I put the the dimensions on the listing. You know, I did everything I was supposed to do, and now she has a problem with it. Well, here is where the Disconnect Waas the customer got the product was not at all what they thought it was on the listing. So the disconnect there is what she thought she was getting. She didn't get. So how do we resolve that? The and this is where the disconnect comes into where they're giving you an option on how to fix it and what to dio. So what she decided to do was she took a picture of herself holding the mailbox, and she put on her listing. So what that did was it, Put it kind of into a better, um, relationship or better communication so the customer could see what it looks like with someone holding it. It's just kind of the same thing is so like when you see in some product description, someone will hold a dollar up next to their products so you can kind of gauge you can kind of scale. We know what the size of it is to a dollar. That's what she did when she put it in her hand. So that is her resolving that disconnect. It's a huge deal, and by the customer being upset about it. She brought it to attention to where this you could then fix it. So, you know, I I like to say I'm laughing out because I was just thinking about that mailbox, but it's really just it helped her. You get a better visible visualization, and that's probably good words used for the size of it. Another example like If you take an outdoor lamp and show it like in an outdoor setting, magazines do that online, does it? That's the same thing is going to just show it's gonna show like the dimensions in real life. And it's going to resolve that disconnect. There were people, so these improvements there, they're gonna make your listing or your store better for the next customer. And that's gonna bring more business because you have to think about it. I know and I say more business because there are probably 10 customers that are not ordering Because of that disconnect, I'm going to use the mailbox again. There could be customers looking at this, saying It's great and then they read the dimensions and be like, Okay, you know, and I'm not the type of person that I read dimensions and boom. It's there in my mind the exact dimensions of how it looks. I'm not like that, like I would have to build something similar with the dimensions toe, actually, visually see it so and that's a disconnect for a customer. Like if they have to sit there and try to think in their head how this is going to look dimension wise versus what it looks like on the picture. They're much more likely to not order from you. You're creating too much work for them. Which again, is your disconnect. So that's why I say there's probably 10 customers not ordering to the one that is because of that disconnect there. So when I say they're bringing in more business, if you resolve that disconnect, you're gonna have more people ordering your product. You're ordering your service. You have to make it easy for them. And by putting that mailbox in her hand, she made it easy for the next customer. And she's bringing in more business now. It may be subconscious, but there's something in the mind that saying This isn't right or I don't have enough information to make a decision. And if you don't feel like it's right and you don't have enough information, you're not gonna process the sale. And I'm not saying you have to be 100% all the time, but there's probably something in your mind where you have to be like 90% up of having the information you need in order to make a purchase, because sometimes we buy things and we may not be 100% on it. We were like 95% on it, So that's what you're wanting to do. You want to get that percentage up to where they they trust you more. And by doing that, by making yourself more trustworthy, you're more likely to give sale. So when you fill in those gaps, your Korea, you're correcting that disconnect, and you're just gonna create more trust with your product toe, where people are going to invest much more easily and more often in it, which also means they're gonna invest more new. 6. How to Handle it NOW: So now we're going to discuss how to handle it right now. Second, they come in red faced hotheaded. The first thing you have to stay calm. It is so easy to get fired up. Initially, I am the type of person where my first reaction is almost always to be defensive. And I know this might seem interesting because I teach customer service, and but it's really my personality. And I think I've always kind of been that way, even as a little girl. I was just initially I was just pretty defensive. But the older I've gotten in, the more educated and definitely more practice I've got. Even if that's my first reaction, I could immediately check that in turn it in to follow the steps that I taught so often. So it's OK if your first reaction is Listen, I like I'm gonna tell you it is okay if your first reaction is that. But of course, you cannot run with that. You cannot get on that train and head out crazy town, right? That's not that's not what we're here for. So yes, you have to stay calm. Um, if you get worked out, you know especially like if you get a message in your inbox. You know, you get that little one and you're immediately freaked out because you think God, someone hates it. Someone's mad. You know what's gonna happen? You know, it's just take a breath and give it a minute. I like to read it like 10 times before I even respond to it. Another thing. If you have someone in your household or someone you talk to online maybe an online buddy that you trust that is not hotheaded like you are my husband. Is that for me? He is not, You know, initially like that at all. So I like to run it by him and just ask him what? You read this and tell me what you think. Sometimes that will definitely help. Now what if you are face to face with this person? Physically, you can just take a breath, walk off, ask him to repeat themselves 10 times, or bring somebody s Ellison for help. So what you have to do there is You know you can't initially show your anger, but you can show your concern. You can dio, though. So, like I said, even that your first reaction is this. You can immediately latch on to that break that disconnect or make a disconnect in your brain and then move on and show your concern. So and it's not easy, Let me tell you, it's It's taken me a lot of practice in order to get that. But you also have to remember it's not personal. It never is. It's never your Casey and I'm mad at your Casey and this product is your fault because you're Casey. No, it's not ever like that again, as we talked their mouth about just the sort like the experience. That's really what they're upset about. And it doesn't have anything to do with you as a person, but you represent you. You know you represent this product, so it may feel personal for sure, but it isn't so. I think that's this. The thing is, they're not attacking like use a human. It's not that's not at all, but it is. And lastly, you have to remind yourself that this is good for your business and as the things we talked about before they approve this Matt customers providing you with so much information, we really need to be thankful for that because again, you could be spending millions of dollars to figure it out, and they're doing it to you for free. So, yeah, we need to remind ourselves that this is good for us. This is good for our business and also some Maecenas kind of his competition. And whenever I was back in the day back in the day, the over 10 years ago, I was taking calls for, like, escalate. We call them, escalated customers, people that were mad, and they wanted to talk to a supervisor. I would take this calls over, and so when I did that, I kind of saw it as a competition. Now I'm I don't want to say like I'm overly competitive. I did sports a lot whenever I was younger. I did sports in college, so I understand competition. But I'm not like, you know, head head competitive with people. But I saw this is kind of a competition that someone was coming in angry, upset, hurt, and I had a whole library behind. We have resource is that I could tap into to try and fix their problem. It also probably doesn't hurt that I I'm kind of a fixer, you know, as my personality is anyway. So I saw a kind of its competition that, you know, I'm really going to turn it around for them. And being a problem solver troubleshooter is very rewarding. Fixing something that's broken is great. You feel great about yourself. So consider this issue with your customer. Kind of is a broken thing that needs to be fixed. And you're the master at this issue. They came to the right person, and you're absolutely going to help them fix this issue. 7. What Listening Does: we really want to focus on listening. You'll always be able to pick up information that could help you find a better resolution and to de escalate your customer. If you listen, you cannot focus on your response while also actively listening to your customers. You can't do it. No one is smart enough to juggle those two things and their head at one time and do them both. Well, okay, so if all you want to dio is just say vis and say this and say this, that's not gonna work. And if anything, your customers going to get even more mad. I can tell you that when I watch some of this stuff in stores, I'm the person. When I go into a store and there's customer service going on, I'm like, constantly staring and thinking and listening like that's what I do. So when I see this happen in the stores, I can tell you like that when that customer is just going to blow up and it's not. It's just these, like we talked about. Customer service isn't just one tiny little thing, it's it's very linear, so I can just tell this little thing here that, the girl said, or this little thing here that that that guy said, is going to make that customer full it and it happens. And I know exactly why. And I know exactly how to deal with that toe where it doesn't work in these poor people. Just need some training and they wouldn't be played in this horrible situation sometimes. But you will always be able to help If you just listen. That's really what it is. Ah, lot of it, too, is your customer wants event. They just want to get it out. And when they get that stuff out and they dumped that garbage that they're holding on to, Ah, lot of that, too is helping. But you can't just deadeye when they're doing that. You really still need to be listening because you're gonna be able to pick up on stuff that you can usually in Iran, and we'll talk about that, too. 8. The Steps - 1. Acknowledgement: All right, so now we're going to go through the steps. The real meat and potatoes of what? This of what this course is about. I love talking about these, so I hope that you really enjoy it. So I'm gonna be using personal a few examples several times throughout the class. So this 1st 1 is our gentlemen customer Darryl. Darryl's looking for a part for his water heater, and he's shopping a local hardware store down the street from him. Darryl is upset because he purchased a part for his water heater, and it doesn't fit it. So this is General, and now we're gonna go to our online customer, Karen. She's a woman who ordered a custom baby one z from an online store. Karen is mad because she purchased a custom baby onesie and the print looks different online. Then it does in person. So I'm using names for these two people because there's power in a name. It's going to make it much more really relatable to you. So we're going to move into acknowledgement. So we're going to move into acknowledgement, and the definition of acknowledgement is to accept or admit the existence or truth of something. So when we do with acknowledgement, it really is. You're acknowledging that there was a problem or an issue, and like we said before, you're acknowledging that their experience wasn't what they wanted. You acknowledge by listening, not by speaking, and you're listening to their issue with their problem. That's really how you're acknowledging it is. You're giving them your time, and that's an A. That's a piece of acknowledgment there. Just like if you're working with your kids, you know, and they come to you with an issue and around about something, you're going to sit there and you're gonna listen. Listen to them because you're acknowledging their issue. You're not talking, you're letting them talk and you're listening to them. You're giving them that I contact that is acknowledgement. So the way to that you can kind of drop in hints that you're also listening. Like I said, you can just mute out and just shut up and never say a word. You don't want to interject the whole time, but you still want them to know that you're engaged in the conversation so you can say things like OK, yes, I understand or oh No. You know, when they mentioned something bad or difficult or stressful. So when Darrell says, Yeah, I hooked it up and it just popped right off in water when all everywhere you would say, Oh, no, you know, you really are, you know, conveying that emotion there and you're letting them know you're listening to them. So you want to be concerned. You don't want to be happy or excited. You know that they're in there having an issue, and I will give you a perfect example about this. My husband I were at Wal Mart, and this is when they first started doing the self checkouts. So we had a coupon and like you would push the coupon button, and then you would, like, put the coupon in this little thing that grabs it, you know, and puts it in some been or something. It was not taking the stinking coupon. And then when it did, it didn't register on the register. How much was coming off of it. So the reason only reason we went through the self check out was because it was quick and we could get out of there, and it was really busy that day, so I'm already starting. Get annoyed because we've been at this register much longer. I could have went through the line already got done. So they call like a manager over. So she comes over and she's listening to the self check out lady telling her, you know, Yeah, they put the coupon and I can't fix it. And now we don't know what todo So the manager comes over and is like, Great. Yeah, okay, I'd love to help and like she's happy and she's excited. And I am just like saving because I've been here for, like, five minutes at this self. Check out your never self check out for more than, like, two minutes. I'm in here for, like, five minutes, just trying to get the thing to work myself, then even more time for the customer or for the self check out lady to help me. Then even more time waiting for the manager to come and then listening to the whole explanation of what happening. And she is just the manager is just like, so happy to help me and the customer service. The check out lady was also you could tell she was even kind of annoyed because she was like, I have been working on this for five minutes and you're just like, Yeah, great. Okay, let's run the coupon. So let me tell you why that's not OK. We don't want to be excited and happy to help this customer. Or, you know, we don't want to portray that when they are upset and mad or angry or frustrated. This is called kind of mirroring the emotions. We want to kind of mirror that so really, what the customer service manager should have done whenever the check out or whatever the self check out lady was telling her this problem. Let's just say this self check out girl was Mary, and the customer service manager was Janice. So Jana should have said, Oh, I'm sorry, Mary, that it wasn't working for you and then she would have came to my husband and I and say, Guys, I'm so sorry this machine wasn't working. We'll get it fixed instead of being like great, OK, wonderful. Really, when someone is mad, are you going to say great that they're mad or they're going through something that's frustrating and you're going to say That's wonderful. No, you're not gonna do that. So that is one example is you kind of want to mirror what their emotions are and you want to say, Oh, no, I'm so sorry. Or yes or I understand. Okay. Those are what you want to do while you're listening to them. If you're gonna say anything at all, that's what you're going to say. You don't want to say great or wonderful. Let's great. This is wonderful. No, we're not going to be. Oh, so as we talked a little bit before, Also, you want to use their name? Not just because it's personal, but it's really a sign of respect. And it shows you were listening. When I say my name is Casey, you need to address me. Is Casey. If you address me as man the whole time, I already know you're not listening to me. Because I told you what? My name Waas, ma'am and sir is formal. It absolutely is. But you only use that if you don't know their names. So if someone like if I'm a sales associate and someone comes into the store and wants help on something, I'm gonna call him mam answer because the customer doesn't wear a name badge, so that's fine. Now, when you're really getting into more of a like a relationship with them, eventually you will ask their name. But if it's just kind of the short interaction, you don't need to and you can use ma'am and sir, and that's fine. But if you ever know their name, if it's on a receipt, if it's on credit card, I mean, you don't want to be looking at people's credit cards. But you know, there are. Sometimes I don't remember where I went to a store once where they look at your heart and they say, OK, thanks, Casey, that's okay. But like I said, a receipt or an invoice or if they send you a message online, you know their name used their name so member service formal. It is okay sometimes, and that's only if you don't know what their name is. But when you're working with people in times of extreme emotions and this is one of those circumstances, they're mad. They're angry. Those are pretty extreme emotions. When you're doing that, it doesn't sound sincere saying, ma'am, Mercer and some people can take it off. It's pretty condescending because it just comes his office, like you don't consider them important enough to use their name when you know their name. And I have been in situations like that. If I am. If I have a complaint about something or if I'm not happy about something and they know my name is Casey and I told them my name is Casey and they continue to call me mam. It can be condescending because it's like I'm telling you what to do and you're refusing to do it so that it's a fine line that you want to work with. But I always say, If you know their name, use their name, you know, it also just shows them they're important and they're important enough for you to address properly. 9. 2. Empathy: Okay, so now we're gonna move on to the empathetic statement. So the best way to show empathy to given empathetic statement is to say you are sorry. Always say sorry. Always, always, always say sorry. People love to hear. Sorry. First of all, they absolutely love it because it validates them and knowing that it was something that shouldn't have happened, that's what it is. But you saying you're sorry? You're telling them this shouldn't have happened to you? And a lot of the times saying that exact line. This shouldn't have happened to you. Huge validation for them and by you saying you're sorry? You're saying to them this shouldn't happen to you. I'm so sorry that happened. So they shouldn't have had that. It's talking about Darryl, Darryl and his water heater. He shouldn't have had to have got on his hands and knees in a puddle of cold water on a cold floor, probably in a basement. You know, he should have had to have do have done that to put a piece on. That'll fix everything, and the stupid peace doesn't work. You shouldn't have had to have done that. So by showing the empathy of Darryl. I am so sorry that that piece didn't fit. You're showing them that empathy of this shouldn't have happened to you just by saying I am so sorry. And you have to say it in a legitimate way. So saying, I'm so sorry that happened. Then I go work everything. I'm so sorry. No, that does not sound like you're honest there, either. You really have to say I am so sorry. This happened. Now, if you are online, this is gonna be a little different because you're not, you know, using actual words ver bitch tone other that is coming through. So if you're online, you really need to type it out. I am so sorry. Use their name. I am so sorry, Katherine. Anything like that and that is going to really come across. Not. And sometimes just saying I am sorry doesn't really Sometimes that just doesn't connect, saying I am so sorry. That is a big deal that's so in. There really does make a big deal when you're online. So this is just a great opportunity to kind of relate to them. And again, you're validating their feelings by saying that sympathetic statement empathy is just it's about being able to relate. You have been there, you get it. And even if you haven't technically been there, I've never been in a puddle of cold water under water heater. I've seen my husband do it, and it did not look fun. But even if it hasn't been the exact same thing, you can still understand the frustration, the annoyance in some way, shape or form. And that's what if if he is that is that relatability there Now I'm going to go back to the Wal Mart saying where Janice the customer service was, you know, all happy and whatever to help me and not happy to help me. I she shouldn't have been happy when my emotion was frustrated. Like I said, we want to kind of near each other now just because someone is being a Debbie Downer. You're not gonna be a Debbie Downer, but you're still going toe mirror their frustrations a little bit. You're not gonna be so happy to be there, you know? Now, if you want to say congratulations on your water heater not working well, that would make them feel like they they should be happy for their circumstances. Well, they're not gonna be happy for it. This is why you say sorry. That's why you're saying sorry instead of anything else again, people love. Sorry, they love that. And if you really study people, the more you say sorry after and I'm not saying say it a 1,000,000 times, That's ridiculous. But the more that you really kind of convey sorry and still say it physically or type it people. After a while, they're gonna start saying It's okay like I know, Thank you. That's going to kind of change for them a little bit. So that's why I say people have sorry for a lot of different reasons, and they respond well to it for a lot of different reasons. So the second part saying, Sorry, this is a huge deal for people, and I I understand why, but it really is a barrier that you have to get over. Sorry does not mean you are accepting blame for anything. That's not what sorry means. And because very woman of your problem at all, it may not be anything related to you. Like if a customer is mad because shipping was supposed to be priority to date. It took four days to get there and they're complaining to you. You don't work for the post office. That's not your problem. But here's the thing because it has to do with your customers experience. It is your problem. It is your responsibility. So by saying you're sorry, I am so sorry that your product and get there on the priority to day you paid priority two days so I would get there in two days. So I I absolutely understand that you're upset about this. I would be upset about it, too. I pay to day to get it today. I pay for Prime every year to get here in two days. That's what we do. So I'm so sorry that that happened. By no way was I taking responsibility for us. PS No way. There's no way I was taking responsibility for Amazon prime shipping. I'm saying sorry because of their experience, because it's not what they wanted. And as a business owner, I want them to get what they are here to get. That's that. That's the experience. So saying you're sorry is not accepting blame if you avoid the usage of the word your customer will continue to escalate. Remember how I told you I watch customer service? I watch people that do that in stores. Sometimes my husband is like a C. Come on. And I'm like, Oh, sorry, I'm watching this interaction when customers are complaining or and it doesn't necessarily be returned, it could just be there in the store and they can't find what they want. Their frustrated about it even that the avoiding of the word sorry continues to escalate or the rate of de escalate ization is much slower, which usually means they're not gonna walk out of there happy. That's just the bottom line of it without getting too technical. So use the word. It is so important to do that. And again, it's accepting that responsibility for your customers experience by accepting that you're taking control of it. And if you've watched some of my other videos, you know that whatever you take control, you're leaving and everybody wants to be lead. If you watch my first webinar, you would see that everybody wants to be led. So but you're taking control of that. The customers was like, who? All this drama, all this emotions, all the stress I had over this issue. She's gonna take care of it for me. And I feel great already. Like I feel immediately like this stressful gorilla is now gone. Right? So you're taking stroll for the customer that you're gonna help them. And again, this is all just by showing empathy, that's really what all this is about. All of that is included in empathy. I love the empathetic statement because it really just it turns everything around so, so fast. So when you can say that I'm so sorry, this never should have happened to you. Your customer knows that you're on their side and that you're on their team and you are undermining your product or your service at all. That's another thing people think by saying, I'm sorry that they're saying, Yeah, my products junk or my services crap. And no one, really No one should probably buy it. That's not it. All again, you're just taking responsibility for the experience. You're not saying your product is junk at all, so that's just very important to understand. And this also really helps you to believe you know that you and your customer on the same team because it's true if you follow me on Facebook. I've said this before. It is not you versus them. It's not the customer versus you. It's not these two battles, you know, colliding all the time. You are always on your customers team. Always if you follow Zappos, their owner wrote a book, and it's freaking amazing about their customer service and how it is really changing so much of how customer services offered. And honestly, it's what should have been done all the time. It's exactly along the lines of what I teach. So a lot of their of the whole goal for them is how much they're going to help you, you know, like anything that you come to them with. Their initial reaction is yes, you know, like I don't even care what you're asking me. The answer is yes. So they're always there to help you, and that is the perfect example of you being on your customer side. You were always on their side. It's not you versus them. You will always try to help them cause you guys are a team 10. 3. Affirmation: Okay, so now we're gonna move on to the affirmation statement. This is probably another one of my favorites. Uh um, the affirmation statement. This is really a simple as I'm going to help you. This is huge for customer because they need that acknowledgement that you know their issue and that you know that you're going to resolve it for them. So about giving that again, that's a whole nother weight being lifted off of their shoulders that I came in with this huge issue. And I didn't know if I was gonna come out with a resolution. I don't know if I was going to get a refund. I didn't know if I was going to get a new product. I you know, my fear was that I was gonna come out being in the same spot and feeling lost, you know? So by you giving that affirmation of I'm gonna help you get through this, or I'm gonna help find that part for you, or I'm gonna make sure this one Z is exactly what you wanted. By doing that, you're telling them I'm here to help you with this problem. Someone else's now on their team. and again we need to feel like a team. My someone has always got our back. And by just giving a simple affirmation statement that's gonna be huge for you. So as I talked before, about when we were going over empathy, you know, everyone wants to be led. Everyone wants to be taken care of. And that's a huge part of being led. You feel like you're taking care of right? So by giving this type of affirmation statement, that's why it's just a huge relief to your customer because they believe that you care about them and that you want to help them that again huge over your customer. So how many times have you gone to the store? You asked an associate to help you find something right, and they immediately just turn and walk off. So you're standing there like ah, see mad. Maybe she decided to leave. Should I follow her? Is she leading me to certain death like you have no idea, right? They just turn around and walk off. So you know you're questioning her is what you're doing, and he may not be saying have been internally. You're doing that And what that's doing is that's not building any trust there because she's not telling you anything. She's not educating you on anything. She just leaks. And so I've even said before, I said, just like physically before late, Am I supposed to follow you like, what am I supposed to do here? This is another opportunity for you to build trust with your customer to build that relationship. So if I said hey, you know, can you help me find this product? If she wants to go, sure, I can help you follow that. Come on, follow me. That's an affirmation statement. I can and then insert whatever it is that you can dio so by her saying that I mean it feel like I'm taking care of that. Someone's listening to me and everything's gonna be alright. I feel that subconsciously like great somebody's in control, someone that knows what they're doing. Everything's gonna work out for me. So by that short little sentence, I'm going to help you. That's what that presents to your customers 11. 4. Validation: Okay, so now we're going to discuss validation. We're gonna do this part of the video a little bit different because the file didn't come out great. So validation is to demonstrate or support the truth. You get to validate your customers feelings, and this helps them feel like they're understood and that their feelings are valid. They really have every right to be angry or to be upset. You wouldn't want to get under that water heater like Gerald it just to find out the part didn't work, and you wouldn't want to order a once. He, like Karen, didn't just find out that it can't be used for, you know, the q birthday parties. Because it didn't the image wasn't corrected. So your customer just expected something and they were let down and nobody wants us. So we absolutely understand that we need to validate them so they know that their feelings are totally making sense to us. And last thing when it comes to validation, we really want our customers to be able to vent. We need to let them just get it all out. We even know that when we event and we get all of our emotions out. We say everything we need to say. We almost always feel better as well. So why are customers doing this? You can even ask a question that makes convent more. Ah, lot of people would say There's no way I'm going to do that. I'm just going to get started on old other tangent. But sometimes that's exactly what your customer, he in order to feel validated. I like to think of it like a dump truck. Sometimes when dump trucks go to dump other trash when they dump their trash, there's still a little bit left in the dump truck. Maybe they didn't get to dump it long enough for some of it just got caught in the edges. Maybe, you know, the dump truck didn't shake violently enough for it all to come out. So kind of like your customer if we allow them to dump as much or as many times they can. Just like the traffic. That means the excess trash is more likely to come out and then you're gonna have an empty trash truck and with your customer, if you let them kind of dump without garbage out more times, they're really gonna get that allowed, Really Gonna feel like you're listening to them and you're validating. So let your customer keep venting and they will eventually just empty it out. And if you cut them off or if you don't validate or acknowledge them, then they will continue to feel like you didn't really care. You're just trying to get him away from you. Try to get him out of your hair. That is really the start of a customer kind of bad mouth and you to everyone else because their issue wasn't resolved and this could really be taken care of when you really validate what they're feeling. 12. 5. Steps to Resolution: All right, So now we're gonna talk about resolution, so resolution is it can kind of be different for everybody. Depending on you know what your business is, what you're services. So the resolution steps, whatever yours would be in these circumstances, what I'm going to discuss with you here is really going to kind of help you, um, to maneuver those. So some say, Ask them what they want, give them what they want, something that it's really just that simple. And it really isn't. Because as we talked before, you don't necessarily give them what they want. You give them what they need. That's really what this is about. So if you just ask them what they want, they'll tell you what they want. But it is not always what they need. And a lot of the times are kind of just speaking from that place of pure emotion, not really what it is they need. So when when they tell you that it's really because that's all they can think of right there. That's all they can think of at that moment. Because they've lost their confidence in you then because you failed them in some way you know, buy your product not being right or your service not delivering. So they've lost their confidence in that. So when they tell you what it is they want, they say that because they don't really believe you can do anything different. So I'm gonna explain that a little bit, Karen, with her one Z that isn't right. You know, if you asked her just what she wants, she's fine. Just gonna be like, Well, I want my money back. That's what I want. I want my money back. And but that's not really That's not really what she needs. What Karen needs is the ones needed to be what she wants. That's what she got. Therefore, she didn't order something just to get her money back. She ordered it because that's what she wanted for the pictures or whatever for her baby. That's what she needs. So it's not just about asking what they want and then giving them what they want. You have to find out what it was they needed. And then you can offer their resolutions that Darryl Darryl needed a piece that actually fits his water heater. That's what he needs. But if you just ask. Well, what do you want? You know, then sometimes I may say, Well, I want a piece of fits, but a lot of times it may just be like I just want my money back. And the reason why is because they lost confidence and that you're able to deliver what it was that they needed in the first place. That's why they're saying that. So by giving them that refund, you're not solving anything. There is no solution there. The problem is the part didn't fit water here. You know, they still need the part. There are still needs up part. So the problem is that we are not delivering what it is they need. They need something. We have to be able to give them that resolution. So by you immediately offering a refund just to get him out of your hair. You were not really providing service. That's not the customer service, their services, the action of providing help for someone not providing refunds now providing what they want . It's providing help for someone, and you aren't helping them by just getting them out of your hair and out of your store. That's not helping your customer at all. That could be personal service, but that's not customer service, so you must be able to provide a service to them, and this is where we provide that service. So if we give them what they need, it may not be what they want, right that. But it's absolutely what they need, which will eventually turn into exactly what they want. It was what they wanted in the beginning, but since there was, that disconnected his change. Now we're trying to get them back into that what they were in the beginning. So if they want a return, you could say, I understand that part didn't work correctly. Let's see what other part could fit, You know, the way you needed Teoh and I could make sure you know, that you have a working part, and if you don't for some reason, I will personally take care of that for you, because I want to make sure that you get home and be able to take that hot bath like you want after the stressful day you've had. So what I did there, I acknowledge the issue. I firm to him I was going to help and I presented, like, a personalized image in their head of having a relaxing shower after they were done. This really goes back to listening when I was listening and acknowledging them when they were, you know, just explaining it. Daryl could have said, Yeah, I hopped in the shower and it was cold, so I listened. So I knew to kind of say that later in the conversation of I want to get you in the hot shower, because I know that that's probably exactly what I would be looking to forward to after a day of trying to, you know, fight a water heater. Right? So same goes for the baby once, you know, again. I'm so sorry that this didn't fit and I would be happy to make another one. Exactly for you. How you want it. You know, I know your baby is gonna look so cute in this in this one. See? You know what a sweet memory for you to have. So right there. This works for your customer because you're providing a service that really is helping them . A refund is just put money in their pocket, but and they were already okay. with that money coming out the first place so that they don't necessarily want it back. They were okay with it coming out initially. So what this is really going to do is putting the money in their pocket isn't going toe work. It doesn't work. You know, the part still doesn't fit the ones he still doesn't look how it should. So refund is not doing anything for your press store, you know? So what you need to do, order another piece for the water heater, or maybe have them take a specific picture of the area of the part and send it to you to make sure that that was the right you know, one in the beginning, or to even just get maybe more of a specific major mentor something or create a piece or, you know, a one Z that would maybe fit the party same a little differently or something like that. Overall, these resolutions, they must work for both of you returns and refunds. Those air, okay. And those air part of a lot of people don't like doing it because they fear Oh, God, I'm losing money. If I refund you of losing money, but re finds and returns should be a part of your business budget in the first place. Because no businesses straight profit and it's not going to be. And again it's it's a little unrealistic to think that it should be. You always need to have that built into your products. So, um, now we're going to kind of move to what your tone of voice is your tone of voice. When you work with a matter an angry customer, it always needs to be very comforting, very loving, having, you know, just a lovingly tone of voice, kind of like the smile when you talk. When you smile. When you talk, people can hear it, but it's also very similar. Whenever you're dealing with someone mad, you know, they want to feel comforted. They want to feel taking care of. Now. If I'm mad and you know steams blowing out my ears, I don't want you to talk to me like I'm a baby, because that's a little condescending. I'm a grown woman, so we need to kind of be careful, but and I don't mean it to the extreme of, you know goo goo ga ga talking to him like a baby when they're grown people. But you still want to be, you know, again have kind of a loving, caring tone of voice. One thing I noticed, especially with a lot of the younger generation. My generation does it. I know, um, the whole whenever the inflection of your voice. When you're done saying something, it typically goes up, and usually you only do that when you're asking a question. But now it could be like, This is what we're going to dio That's not a question. So make sure that your that the inflection of your voice is actually mirroring what you're doing. If you're not asking a question mission, go up at the end. It shouldn't do that, and it's kind of confusing to two people, so you need to take it. Take a sick mind of that. So how does tone of voice work for someone that is just working online? That is going to be a little different to its and it is a little bit more difficult, but I really recommend this. This is what helped me because it actually took me a while for my online voice to really represent how I talk in real life, it always seemed like online. I was coming off a lot more harsh than I ever meant to be. That's not really how I talk in person. So what I did was I referenced a specific blogger that I love to read her articles, and the way that she talks really seems to come off to me like really, really friendly. And that was really how I wanted to come off whenever I would type and send messages back and forth and stuff to my customers. So that's what I do is I recommend other people find someone that types in a way that's really attractive to you. So a blogger or just any person online that even just something that maybe you follow on Facebook. But pay attention to that, how they type it, how that is responsive to you. That's a really big deal. Or if you ever do a chat discussion with with customer service somewhere like Amazon or just any type of chat service. If you're working with someone and you really kind of trust them and and you just get that feeling when you're typing to them, see how it is that they are typing and responding, and then you can kind of mirror that to get that same type of feeling whenever you're typing Now, a lot of times you can tell, like, do they sound like they're fun, or do they really sound like they care? Do they sound like they kind of have an attitude? There are people who post that don't have an attitude, but they come off like that. I was one of them. I could not understand why people weren't responding to me the way that I really meant it, the way my intention waas and it was just because I was typing in a way that it just didn't near how I was actually feeling. So that was what I did find and follow someone, even if it's somebody in your family that really knows how to get that message across, how you would want to get it across to. So another thing is you also notice, like if you smile more whenever you like, read their posts and just find that difference there, ask for help. It's really just about asking, and it's not always like Ella Wells and Emojis. While those can be okay to use. Sometimes when you're in a professional setting, you typically don't want to use L. Wells Emojis. I mean, it's hard because I love using either. I only really know, like a couple of them. But I think they're so fuddy so. That's whenever you have a good tone of voice or whatever you're sending. Messages are talking online to your customer, and it's in that it's in a lovingly kind of way, like I'm really here to help you, and I'm you know, I'm very empathetic. It's like a big hug when you're upset again. It's another way to build trust. It's another way to build a relationship, and you're really just kind of validating them. And again, you're kind of releasing that pressure because they really feel like they're going to be helped, and that's a huge deal. 13. 6. Gratitude Statement: Okay, so now we're gonna move on to the gratitude statement, A statement of gratitude. This is really where you thank them for bringing their issue to your attention. Because again, we're thankful for that because it gave us the opportunity to resolve the disconnect. It gave us an opportunity to really get, you know, the insider view of our business and to find out what we need to do to be better. So we need to thank them for that. And again, they're just allowing you, Teoh, you know the opportunity there allowing you the opportunity to better serve your customer. So we need to thank them for that. And again, these aren't things you necessarily have to say. Like you gave me the, you know, an opportunity to better serve people you don't necessarily have to state up. But these are the reasons why you are feeling gracious. But a gratitude statement can really just be Thank you so much for coming in today. You know, again, I'm sorry you had Teoh, but thank you for doing this and allowing me the opportunity to help you something like that is a perfect gratitude statement. And you always want to end statement with kind of a follow up. So like calling a couple of days just to make sure that the water heater part fits, or if there's any issue, you know, bring it back and I'll personally take care of it. You always want to follow it up with a little bit of a, um, are you ought to follow your gratitude statement with a little bit of 14. 7. Follow Through: So now we're going to move into what a follow up is. And you probably have heard this before. Fortunes in the follow up, right? And it absolutely is. This is where you get toe, lock it in or kind of seal the deal with your customer. This is really what makes them come back. This is really what creates the loyalty is by you doing this type of a follow up. So how do you do this now? If you're doing it online, easy. You could whatever way you were contacting them before it was email, email. Say you should have gotten you know, your new ones you by now. What do you think of it? You know it doesn't fit. Is it gonna work in your pictures just like that? Some people are scared that's going to open up another opportunity for them to be angry or upset. But if you follow everything we've talked about in this webinar, these opportunities air never negative these air good opportunities against your getting feedback. Another reason people are scared of this. Is they Well, now she's just gonna message me every day with something she's not happy about. And I'm gonna have to spend a lot of time every day doing that. There may be a customer that totally does that. We're all they want to do is complain. Even though you've made it right and they still want to sit there and complain, the likelihood of you getting a person like that is wildly low, so you don't want to react to that or react or change the way that you work with customers . For that one person that did that one time you've had thousands of interactions with customers. Why would you treat them the way that one customer did? One time it doesn't make sense. But with the fear that so many people have, that's what they want to do it because again they want to avoid this ever happening. And again, that's not what our That's not what our goal is. Our goal is not to avoid this. Our goal is to have a great resolution when it does happen. So those air different ways to look at it, Don't forget, and it's so easy. I understand guys, it's so easy to get caught in that trap of fear about this. But again we cannot see it is fear, because it's really nothing to be fearful about. It is a wonderful opportunity that we have been gifted so more about the follow up. What? How you do that. You're gonna go through your steps again. So when you email them back? Hey, Karen. Um, again, I'm so sorry that that happened with the Wednesay. I'm just calling you to follow up to make sure that you got your email you to follow up to make sure that you got the one Z that it fits. And it looks right. What do you think? Something like that again? You kind of went through the steps again. I'm sorry that it happened. I'm calling you. That's kind of your affirmation statement. You're following up. You're validating her again. You're just kind of going through all the steps and just a very normal, comfortable way, just like I said it. So in person, you could do the same thing. Like you call Darryl up and say, Darryl, I checked back. I saw that your part was delivered today. I just want to see maybe if you got it on there, If it fit right, you know what's going on with the water heater. Give me a call back and let me know. It was good to talk to you about synthetic perfect, right? And it sounds very comfortable because you're just you're going through your steps again and again. You really do carry really want this piece toe work for him. So that's going to also kind of come through in your voice to or the tone, You know, whenever you send your emails. Well, you want to ask questions? You heard me ask questions to Karen doesn't ones. You look right. Does it maybe reflect well, on the pictures asked that another one, Darryl did it fit. Maybe Didn't get there on time. You're asking these questions because again, when they answer you, you're building, not engagement right there. And you'll always think them again. Thanks for coming in. Thanks for bringing this to my intention. You know, face were giving me the opportunity to help you. You always think them and your follow up again. Lots of saris. Lots of thank you. That's really is so much of the key to it. And you're just you always want to invite them back. You know, I would love to have you know you back in the shop or maybe give them a little bit of a discount if they were decided to order with you again or tell Darryl, Darryl, you know anything that you ever have that water heat or anything going on the house. I'd love to help you. So please come back into the store whenever you can and be nice to see again something like that. It's so easy, but it really just does take some practice. But you always want to fight the back. By doing this, you will have a customer for life. I love saying that because it's so true they had a problem. But no, no longer does that mean I'm never coming back after this gets resolved, because if it's really resolved the right way, they will continue to come back. And by following these seven steps that I went through with you, that's what is going to do for you, and you are gonna be top notch in your customer service. It's just gonna be great. So the reason why people don't go back is because their problem was never resolved in the first place. It was like I'm madam angry and the guy says All right, you know, I'll get your refund. OK, bye. That's not a resolution. They're still pissed. So even if they got what they want it right then was a refund. They didn't get any help. Nothing was helped. So they're still going to say I'm never going back to that place. So that's why it's so important to really go through addressing this whole thing with them . And even if they did want to refund and even if that was the best resolution, you can still do all of the steps, even with a refund. And you can still say I'm so sorry that we did not get a part to fix that water heater. I'm so sorry that didn't happen. But thanks for coming in and letting us know. I would love to see you back in, and hopefully we'll get something works for you. So it doesn't just necessarily have to be, you know, if I lost money, then while I can't get could gesmer service, that's not in it all. It's not always just about that, but if these people that really have problems with businesses really got the resolution that they deserve to get that they needed to get. Then they wouldn't have, you know, these these big outbursts or something, you know, on social media or when you're having dinner with them about their customer service, that they really got the resolution that they wanted. So by having an issue and someone like you being so willing to help them and to find him a resolution, this is what's gaining your trust and respect from your customer. Next time they want a product, where do you think they're gonna go? They're gonna go you because they know that you're willing to make it right. If something didn't work out, you know, they don't know that of anybody else. So if Daryl says okay now, I need a part for my fridge. You know, the coil in the back is working, dear. I was gonna go, OK? I could go to this one store and see what they got, or I could go back. Teoh this guy that helped me because even if he doesn't have a piece because Darryl doesn't know if store a or story, he's gonna have to piece that's gonna work. He doesn't know that the only thing he does know is that you at store B is going to help him if it doesn't work and we make decisions as buyers or who we invest our time in on who we trust. So even if he doesn't know which store is gonna have it, the one thing he does know, the one thing that he trusts is that you're going to help him, and he will make his decisions based on that. So we have to build the trust up. And trust is not always which are the quality of your product. Trust doesn't matter with the price of your product. Trust doesn't matter. If you have a pretty website, trust doesn't matter. If you have a nice sales at that, they get in the mail. That is not how trust is built again. Customer service is a 1,000,000 different moments, right? So if we can build trust than a lot of this other stuff doesn't necessarily matter. It doesn't really matter if the picture is spot on enough. If they trust us and they're more likely going to come back with us even if they've had an issue in the beginning, it is not the end of the road when someone has a problem. I think whenever people respond like it is, I think it's just out of fear, and it may not have confidence in themselves that they can find a resolution. And that's really again. That's a disconnect there that really needs to kind of be helped. So if you can prove to your customer that you were willing to take the responsibility, then that is the foundation of good service again. It's not that your product has to be this or the price has to be that that's not it. If your service is really top notch, which is exactly what this woman aren't waas, they will come back to you. You will have five stars of reviews and of ratings down the line, so just cause someone else may have a better quality product or someone else may have a little bit of a little price. If you have got those five gold stars on your customer service and people are saying that about you, even I had you know, even if they say I had a problem and she did this and did that on, I'm so happy with the resolution. People are going to stick with you and they're gonna watch your service and they're gonna watch your product. And why wouldn't they? Because you're a rock star and your customers Aarhus is top notch. 15. Final Thoughts: so I I Absolutely I hope this helps you. I think by putting a lot of these steps into action, you are going to see ah, big difference with your customers with your reviews. And the engagement in the loyalty is absolutely gonna help you just boom in your business. And I cannot wait to get your feedback about that. So thank you very much for tuning into this weapon are And we'll see you in the next one by