Working With Upset Customers-Working With Upset Customers

Video Transcription

Video Summary

In this webinar, Barry Himmel discusses the importance of working with challenging or upset customers. He emphasizes the need to actively listen to customers, empathize with their situation, analyze the problem, and determine a resolution. Himmel explains that customers often do not complain, so it is crucial to encourage feedback and address complaints promptly. Resolving customer complaints can lead to customer loyalty and word-of-mouth recommendations. Himmel recommends using the "we" technique to show that the customer and the company are working together to find a solution. He advises against being defensive, playing the blame game, or making promises that cannot be kept. Himmel also highlights the value of practicing these skills within the organization and discussing challenging customer situations to improve customer service. The webinar concludes by offering contact information for further assistance and inviting participants to attend the upcoming summit in Chicago in January.

Keywords

challenging customers

active listening

empathizing

problem analysis

customer complaints

customer loyalty

we technique

defensive behavior

organizational improvement