According to the reports, 93% of the customers are more likely to consider excellent customer service companies for purchasing any type of goods. Kim Angeli, CEO of Grateful box made a statement that the first strategy of turning happy customers from grumpy to grateful is used to properly thank them for sharing their bad experiences with you. Follow the strategy of feedback to grab the attention of most of the visitors. We have always heard the famous saying that the customer is always right.
This phrase always describes that no matter whatever the situation is you should never blame the customers. If you are an employee or a powerful franchise owner you should always know the proper way to treat the customer in a more rational manner. The thing about most of the customers however is that they are very often wrong. From obnoxious to expectant, they should be taken care of no matter how grumpy they are.
As a new franchise owner how well you handle such obnoxious customers. Is it by shouting at them, by hanging up the phone, or by throwing them out of the building? If you decide to do so then no doubt you will lose out on customers and monetary gain. Moreover, it will make you look bad to others. This is why these types of customers should be treated with utmost concern. No matter how impossible their behavior seems, your team should be equipped with great techniques to handle tough customers.
For playing well with difficult customers you are required to follow the below-mentioned points:
Whether you are a successful owner of a coaching franchise or travel franchise, in every case you are always required to handle your customers with respect.
Calm and composed behavior
It’s obvious that these types of situations won’t happen often. However, if it happens it is highly important to know how to react to such scenarios. Staying calm and composed and listening to the customer is all you need to do at that particular time. Even if they are shouting at you or disrespecting you. Your mantra should be to smile politely and make logical statements to show them their importance for your business. We highly recommend you to make them feel that they are your topmost priority and you know the solution to the problem. In such a case they will feel that you are paying attention to them and hearing out their concern.
Make notes
When the situation gets heated up, it’s a wonderful idea to start making notes of that particular event. You can build up a note on your computer or on an offline platform as this will help you keep a full record of when the event happened and what was said at the time of the event. It can basically be used for escaping from a rough situation where a customer is on a high peak to prove you and your services wrong. Saving their emails and call records will surely help you to tackle the situation in a more informed manner.
If the situation gets dicey, it’s best to contact your lawyer about what should and shouldn’t be said from your mouth. You should also make sure to limit your interactions with the customer as this will put you in more danger. If you are planning to invest in a coaching centre franchise then you should follow this point with utmost concern.
Follow up of the customer
If your first interaction with the customer was not up to the mark then it doesn’t mean that you can’t break the ice with the help of a gift card or a sorry note. In this digital world, you can also try sending them a wonderful apology email. This will make them think that you are truly considering them and approaching them for your services.
Even if they are still unhappy with you, you can still try out from all the angles to please them to shop. Yes, it may sound like you are bending your knees in front of them but the value of every single customer should be your entire goal for taking your business to another level. If you are a successful owner of a coaching franchise then you need to please every single student to make yourself prominent in the education industry.
Consider taking steps to generate communication
In some cases, customers are very obnoxious. No matter what you do, how you make them feel they just won’t be happy with you. The situation may sound very difficult but it can be tackled by taking soulful steps in the future. Simply by asking about the feedback of a certain product can help you start a soulful conversation with your customer.
You can also consider asking them how you can make your services better. They might answer sarcastically but by pleasing them with a polite smile can give them the satisfaction that they are important to your business.
Talk in a low voice
When you are explaining to the customer and if they verbalize louder than you should always remember to lower your tone. Your polite and calm comportment will help them settle down fast. As a prominent franchise owner if you approach the situation with a clear and calm mind then their exasperation will generally dissipate.
You should always remember to teach your employees to always converse in a lower tone so that it can become a major tool in convincing the customer. The franchise owner should take the initiative to teach basic strategies of handling the customers to their employees.
Respond as a sure explaining to the audience
Imagine that you are not only handling the customers but you are delivering your message to a wide variety of audiences. This gives you an idea about how you can handle them and how you can solve all the problems efficiently. Your customers can be arrogant and unruly but it’s your responsibility to tackle them and convert them into your potential customers.
It is highly observed that most of the employees lack such behavior and that becomes the major reason why most of the franchise businesses suffer. This particular mindset can help you to do your best to address their concern in a calming way. If you are a progressive owner of the education franchise then this is one of the crucial steps to follow.
Don’t take anything personally
Always talk about the issue in a superficial manner rather than taking it on personal grounds. Even if you think that the customer is using a personal tone then it’s your duty to divert the topic and make it more formal than personal. Always keep in mind that the customer doesn’t know you and is just venting out the frustration at you as a basic representative of the franchise business. Normally taking that situation to its origin can surely help you to tackle the entire scenario peacefully.
If you find the customer offensive and discriminative then normally alarm them not to do so and divert the topic. There’s no doubt in the fact that negative behavior will always try to bring out the negative side of you but you need to keep in mind that your negative side will destroy the reputation of the company.
