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[Music] if a customer is being rude to you there's a fair chance that someone has made a mistake along the way and an equally fair chance that someone else messed up again when trying to fix it the customer's level of trust in your organization may be fairly low so you're going to have to work hard to turn that around start by simply listening let them vent and get their anger off their chest interrupting won't work here let them talk themselves out at the same time ascertain what the real issue is and try to understand why they're upset and then the next idiot went and ordered the exact same part again so i've waited for a week again and now i still don't have the right part and i've got people waiting on this so i'm letting my own customers down because of you morons it's just not acceptable mr taylor i agree it's not acceptable and we have to do something to make this right for you i can see that we've messed up so i'm going to place the order for the correct part right now and i'm going to confirm with you the part number so we can make sure it's the right one then i'm going to ask for it to be expressed courier to you at our expense is that solution okay for you oh yeah okay thanks by letting the customer vent they get everything off their chest and are more than receptive to your solution by listening carefully to what went wrong you can then come up with the best solution to the situation and by asking them if they're okay with your solution you allow them a sense of control so remember listen let them vent and then focus on a solution that meets their needs [Music] no one should have to put up with foul language or abuse from a customer if you find yourself in this situation you need to interrupt the customer john while i'm more than happy to help you i cannot do so if you continue to swear is that understood the last part is important you need them to confirm that they understand if the caller's behaviour does not change you should be very clear about what will happen if they continue john i want to help you but i simply cannot if you continue to swear at me if this happens again i will have no option but to terminate our discussion is that clear this doesn't work you would simply state john you've left me no alternative but to terminate this conversation and walk away or if you're on the phone hang up [Music] [Laughter] identifying an anxious customer is a relatively simple task if you know what you're looking for these customers will exhibit specific behavior use certain words and phrases and interact differently with you than a happy or a relaxed customer would your ability to recognize their anxiety will allow you to tailor your response and maximize the chance of getting the outcome you desire when dealing face to face you may well notice particular facial expressions things like sucking in of the lower lip darting eyes or swiveling of the head when talking to an anxious customer they might say things such as i'm worried that or my friend said this wouldn't work because or what happens if it doesn't work and i'm left with when you hear statements like these it's important to address their anxieties straight away and get clarification from the customer that they are no longer anxious about those issues their tone of voice will also indicate their level of anxiety so do you think this is the best bike for a 40 year old guy this is not an anxious customer so do you think this is the best bike for a 40 year old guy there is definitely a level of anxiety here if you don't address these customers concerns their anxiety may well prevent them from going through with the sale well i'd like to know a little more about his riding experience and fitness level then we can find the right bike for him and i'll explain how our returns policy works so you won't have to worry if he doesn't like the bike you've chosen being able to recognise an anxious customer early on is important and will allow you to tailor your responses and find a solution quicker [Music] anxious customers want you to understand how they feel although few will come straight out and say hey i'm really anxious you'll have to pick up on their anxiety and when you do it's important to show empathy acknowledging their concerns are valid and making sure they realise they are dealing with someone who understands them i'm unsure of which plan i need there's just so much information to wade through i know how you feel when i first started working here i felt the same way there's a lot to take in but i'm happy to talk you through each option because there are some major differences let's start with the basic plan this response acknowledges and validates the customer's concerns before focusing on the solution stepping through the various plans i'm not sure which one to buy there are so many and i don't want to pick the wrong one there certainly are a lot of options but i can help narrow them down for you based on quality price and features let's start with your budget showing empathy puts the salesperson on the same page as the customer and as a result they'll be more receptive to discussing their concerns in detail which should make finding a solution that fits much simpler [Music] customers have a surprisingly high tolerance for services that don't quite meet their expectations but they have a low tolerance for companies that don't bother to listen when things go wrong if a customer is disappointed about your products or services then they're engaging with you to fix the problem it's your responsibility to seize the opportunity and act on it the sales guy said this was easy to clean well i've read the instructions three times and i can't get the thing open this type of feedback is invaluable and must be acted upon immediately it may be that your sales or marketing departments are over promising perhaps the product is defective or maybe your staff have unintentionally painted a different picture in the customer's mind whatever the situation a disappointed customer has highlighted a weakness in your organization they've helped you and for that they should be thanked ken thank you for letting me know it's a new product and obviously we need to make some changes to the cleaning instructions i'm going to have our service manager talk you through it right now and i'll send you a gift voucher in the mail for bringing the issue to our attention a business that over-promises and under-delivers is a business that won't be around in the long term when you're faced with a disappointed customer ensure you act quickly to solve the problem and then pass the information onto those in the organization who can ensure the problem doesn't occur again have you ever noticed how small bites of food taste better think about it party pies mini quiches cocktail franks the list goes on there's just something about smaller that tastes better and the same goes for how we learn micro learning offers short bite-sized lessons that have a specific focus on just one topic at a time making them far easier to digest if you're in a busy work environment the last thing you want is your team spending valuable business hours stuck in a boring training course especially when they only retain a tiny fraction of the information presented micro learning allows your team to learn process and apply new information in just a few minutes at a time but people forget information quickly and that's why repetition of learning is vital micro learning makes repetition much more palatable with learners able to take in short bursts of information at a time want your team to learn how to handle difficult customers then focus on that alone get them to watch short video lessons on the same topic over the course of a week or a month and watch their understanding retention and performance improvement grow it means less wasted training time more time putting skills into practice and more time impressing customers decreased downtime and increased productivity sounds like a win-win one of the beauties of micro learning is how it mimics the way modern learners behave in their day-to-day lives thanks to smartphones and social media most employees today are conditioned to watch short videos online micro learning is aligned with this pattern of behavior making your team far more receptive to this type of training in fact 8 out of 10 learners prefer micro learning over traditional methods with a 50 increase in engagement in shorter training compared to longer courses unlike traditional training courses that are bulked up for the sake of taking up valuable time micro learning is training that's focused on the outcome micro learning keeps things short sweet and to the point so you'll have plenty of room for dessert [Music] oh