Dealing with Angry Customers – How to Do it More Effectively

Dealing with Angry Customers – How to Do it More Effectively

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Ha valaki vevőkkel és/vagy ügyfelekkel dolgozik, bizony-bizony fel kell készülnie egy-két kellemeten helyzetre is. Nézzük, hogyan kezeljük ezeket angolul! 

Customers keep your company in business. Your job is to satisfy as many as you possibly can because keeping customers is just as important as getting them.

How do you deal with angry customers?

First: Deal with the person’s feelings.

Apologize that the situation has occurred.

-          Could you come over here and discuss this, please?

-          You must be upset.

-          I’m really sorry this happened.

Put yourself in your customer’s place.

Listen to the whole story without interrupting.

Maintain eye contact.

Nod your head.

Show the customer you’re really listening.

Until they’re calm they won’t even hear you.

-          I’m going to do everything to correct the situation.

-          I’m sure we can work it out.

Whatever you do don’t let the customer make you defensive.

She is angry at the situation, not you.

What you want to do is focus the anger.

Ask questions. Questions help control the dialogue and get the information you’ll need later on to solve the problem.

-          Do you mind if I ask you a few questions?

-          When did you buy the shoes?

-          By any chance do you have the receipt?

You understand the customer’s feelings. Now reflect those feelings back to the customer.

Give feedback.

-          You know I can just imagine how frustrating this must be.

Summarize the facts just to be sure you’ve understood them correctly.

Now it’s time to deal with the customer’s problem.

Step number one:

Find out exactly what the customer wants you to do.

-          I want you to give me my money back.

Of course sometimes you can’t do exactly what your customer wants.

If that’s the case you should explain what you can do.

-          I wish we could give you cash refunds, but since the shoes were purchased on sale we can’t do that. But here is what we can do. We can exchange them for another pair, we can give you a credit slip or we can repair them for you at no expense.

Suggest alternate solutions.

Then try to reach an agreement.

Vocabulary

to satisfy

kedvére, megelégedésére tenni

to deal with

kezelni, foglalkozni

to apologize

elnézést kérni

to occur

előfordulni

to discuss

megbeszélni

to interrupt

félbeszakítani

to maintain eye contact

szemkontaktust tartani

to nod

bólintani, bólogatni

I’m sure we can work it out.

Biztos vagyok abban, hogy megoldást fogunk találni a problémára.

defensive

védekező

receipt

blokk

to explain

megmagyarázni

cash refund

készpénz visszafizetés

to purchase

vásárolni

on sale

akciósan, árleszállítva

to exchange

kicserélni

credit slip

levásárolható bón, utalvány

at no expense

ingyen, költség felszámítása nélkül

to reach an agreement

megegyezésre jutni

Nehézségi szint:
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