So, it was a boring afternoon. You can't wait to go for your short break; not because you're hungry but simply... you just needed a freaking stick of cigg. You're standing behind the counter, staring at all passerbys.
Part of you hope that they would come and buy something from you, the other part of you just couldn't be bothered with the sales. After all, whether or not you hit the daily sales, that's somebody else's worries that needs no consent from you.
Imagine the "you" in the above story, as "you". Yes, that's a pretty fucked up life. Hahaha.
Now get back into the character.
Five mins before you're off for your pathetic 30 mins short break, a customer approach you and started complaining and within split seconds it escalated to a bigger problem - the angry customer started screaming and making alot of noises; also to attract other people's attention. You're screwed.
What would you do?
A. Be a listener, and feed to all her demands?
or
B. Fucking screw the shit out of her, she'll probably shut up by then.
If you answered A, you're a fucking pussy. and if you answered otherwise, it's best for you to just kill yourself. I know right? Tell me about it!
You do this, WRONG. You do that, ALSO WRONG. How, brown cow?
So, here's what I've gathered after working in a few fast food chains and fashion retails over the years.
1. Give Credence to Your Customers' Complaint
Okay. Really, just act like you fucking give a damn. According to some lame studies that I googled, customers are willing to do business with you again IF you can successfully resolve their "issue" the first time around... better still, within 24 hours... or if its a female customer - immediately.
What they really want: To be acknowledged with an issue
2. Surprises
Don't act surprise to find out that as little as a dime could make a difference, showing that it really the thought that counts! They just want surprises, best if its unexpected. When I say surprises, I mean freebies lah. But then again, who wouldn't be expecting freebies when customer complain so hard, it feels like they are trying so hard to get something out from you. THAT'S EXACTLY WHAT THEY WANT. Suckers.
So, why go round and round? Just give them some free coffee or whatever they asked from you. And also, remember, an act of kindness leaves a bigger impact when it is unexpected - that goes back to my point 1 - act like you really care. Throw in some sympathetic intonation in your pathetic "script" if necessary.
What they really want: They want freebies lah, what else?
3. Find Common Ground
If you couldn't, simply make up one. Like "Yea, I understand how you're feeling right now. I had a similar issue just last week."
There you go, customer will not feel they are battling the same issue, alone... even though, the ARE doing it alone. Hahaha. Losers.
What they really want: They want to know that they are NOT the only one that is feeling all fucked up.
To sum things up, just follow the CARP (not CRAP) Theory.
Control - the situation
Acknowledge - the issue
Refocus - digest, and work hard on the issue
Problem Solve - offer a solution, make sure its a good one
On another note,
When Managers Butt in and Say "Customer is Always Right"
Do you believe that customers are always right? Most of the time. But the fact is that some customers are just plain wrong, that businesses are better of without them, and that managers siding with unreasonable customers over employees just make you wanna jump of the cliff... or building: if you're living in the concrete jungle, that all these crappy shit results in worse customer service.
Perhaps Managers Could: Put their people first (your loyal and hardworking employees who contributes in your annual revenue). And watch them put the customers first.
There, everybody goes back with a smile.
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