WEBINAR: How to win over an upset customer Audio: Please connect to audio through your computer. Phone line not required. Submit questions through WebEx Q&A Webinar will begin at 2pm ET
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P.I.C. your battles How to win over an upset customer Exercise Resources Q&A AGENDA Vantiv Confidential and Proprietary For Recipient s Use Only
Customer Retention Matters Cost 5-10 times more to attract new customer than to keep an existing one Chance of selling new products to existing customers increases by 50% Existing customers spend 31% more The sad fact: most companies focus more on customer acquisition than on customer retention
TODAY S SPEAKERS Speaker: Jim Roddy Vantiv's PaymentsEdge Business Advisor Author of Hire Like You Just Beat Cancer Host: Kim Piper Merchant Program, SMB Strategy 5
P.I.C. Your Battles 6
Patience Mindset: Stay calm and patient Not angry at you personally Angry at their situation Hear them out they vent heat while you stay cool and calm
Importance Don t let your energy go Be an advocate: You re going to help them find a solution Educate them; often anger is due to a lack of understanding Follow-up on your commitment
Compassion Provide a sincere statement of understanding It doesn t have to be an apology Put yourself in the customer s shoes No need to sympathize but show their feelings are justified
Compassion Examples Oh, no! That doesn t sound good at all! I m going to get to the bottom of this for you right away. I m really sorry about that! Let me clarify some things and we can work together to find a solution. You re absolutely right this is not a great situation. I am here to help you so let me see what I can do.
P.I.C. Your Battles Patience Importance Compassion 11
How To Win Over An Upset Customer 12
It s never easy dealing with a customer service issue. Sometimes it may seem like they re looking for trouble, but complaining customers are probably just looking for a solution to a frustrating problem. I know, staying calm is tough when your patience is challenged by complaining customers! But customer service means taking the good with the bad. Dr. Bob Phibbs, The Retail Doctor
Address the situation immediately Don t let time lapse Avoidance makes things worse Bad news never ages well Approach the customer as soon as you learn 14
Remain calm When a customer starts yelling there s no upside responding in a similar manner Don t take it personally Customer is displeased with the performance of your product or the quality of the service 15
Use your best listening skills An angry customer wants to vent Listening patiently can defuse a situation o Hear them out o Don t cut them off, don t second guess o Your chance to identify what they re really upset about Summarize what you ve heard Ask questions for clarification 16
Apologize gracefully but don t admit fault Apologize for their problem (or perceived problem) Respect + Understanding = Positive Emotional Outcome I m sorry you re not happy with our product. Let s see what we can do to make things right. Don t admit fault or offer a make-good until after research Fair resolutions are based on facts. 17
Find a solution take quick action Ask the customer what he or she feels should be done Share your solution only after you understand the cause If you can t conclude a solution during the conversation, let the customer know: o The exact steps you plan to take to rectify the situation o When they should expect to hear back from you Chance to be a hero 18
Thank them For bringing the problem to your attention You can t resolve something you aren t aware of! 19
Take a minute on your own Call your own time out Take a short walk, find someone who makes you laugh Get ready to engage your next customer 20
Follow-up Follow-up promptly Ensure the customer is satisfied Chance to be a hero again! 21
Steps: How To Win Over An Upset Customer 1. Address the situation immediately 2. Remain calm 3. Don t take it personally 4. Use your best listening skills 5. Apologize gracefully but don t admit fault 6. Find a solution take quick action 7. Thank them 8. Take a minute on your own 9. Follow-up 22
Let s try an exercise 23
Exercise Part #1 Customer complaint story Part # 2 How the complaint should have been handled 24
Steps: How To Win Over An Upset Customer 1. Address the situation immediately 2. Remain calm 3. Don t take it personally 4. Use your best listening skills 5. Apologize gracefully but don t admit fault 6. Find a solution take quick action 7. Thank them 8. Take a minute on your own 9. Follow-up 25
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