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A few months ago I had a small kitchen fire in my house. Everything is good now, but for a few days camping with my family and I were in a hotel room, and when we returned, we had no oven (it was destroyed in a fire), so we were forced eating every meal in several days.
Day came from two representatives of the insurance company said, "Hold on food, send it to us and will cover the VAT on food." When contractors returned to my house and sat down again, I was preparing to publish my complaint receipts for meals and gave me a rapid decline in income before adjustment called the envelope in the mail. He explained that the compensation was 50% and 100% of the meals. Although the partial revision of sense to me, I remember clearly the two representatives of the company is committed "to cover meals and taxes."
My control was sarcastic and defensive, and his words and tone, and said, ".. No one in this whole story would have said to cover 100% of the meals is our policy to cover 50%, as they eat, even if the fire had not been born "
I was furious. It is no longer the case, it is the principle. So what have I done? I gathered all the facts that supported my case, presented the keynote address of the corporate governance of the company quietly and methodically, and finally delivered a concise summary of my tests and passionate and has an agreement - - walk 100% of my meals.
The lesson here: If the claims and said the right things during my first phone call, it would have been able to solve this problem with a simple explanation and an apology. Instead, they paid almost $ 200 more than they should and had to spend 10 minutes listening to me.
This scenario plays cost countless times each day of service, because employees do not know how to contact dissatisfied customers, and with tact and diplomacy in a way that creates peace and good will.
In my case, the governor said: "What we've tried to explain that the policy covers 50% of the meals, as well as the sales tax would have been without food, although he did not know that I regret We try to minimize the disadvantages the loss of costs beyond their normal meals and 'logic ...? We apologize for any inconvenience this may have caused misunderstanding. "
This approach has some meaning, and I would have probably accepted the policy of 50%. Instead, the attitude of claims woke me up and I was determined to accept nothing but full refund. The wrong approach to a customer is already upset only makes them more insistent and often results in a much larger profit for the company. I do not think you have to pay a dollar more than you absolutely have to, and to help you manage your costs better, I'll give you five things not to disturb guests.
1. Do not tell a client that is wrong. Tell your client that is wrong arouses opposition and will make the customer wants to fight you. It is difficult even under the most favorable to change the mindset of people. So why do their jobs more difficult, since the wrong foot.
2. Do not argue with the customer. You can never win an argument with customers. Of course you can prove your points and the last word, you could be right, but what about the development of our customers in mind is probably not the sense that if you were wrong.
3. Do not talk with an authoritative tone, as if to prove the customer wrong. Even if the customer is wrong, this is not the right answer, because it makes the defense of his client.
4. Do not say that. "We would never do that" Instead of trying, "Tell me about it."
5. Do not be afraid to apologize. Offer an apology, even when the customer is at fault. An apology is not an admission of guilt. That can be offered to regret. For example, "Sorry for any inconvenience this may have caused misunderstanding."
Keep in mind that if something goes wrong, the question is not a problem. What is the problem.
Day came from two representatives of the insurance company said, "Hold on food, send it to us and will cover the VAT on food." When contractors returned to my house and sat down again, I was preparing to publish my complaint receipts for meals and gave me a rapid decline in income before adjustment called the envelope in the mail. He explained that the compensation was 50% and 100% of the meals. Although the partial revision of sense to me, I remember clearly the two representatives of the company is committed "to cover meals and taxes."
My control was sarcastic and defensive, and his words and tone, and said, ".. No one in this whole story would have said to cover 100% of the meals is our policy to cover 50%, as they eat, even if the fire had not been born "
I was furious. It is no longer the case, it is the principle. So what have I done? I gathered all the facts that supported my case, presented the keynote address of the corporate governance of the company quietly and methodically, and finally delivered a concise summary of my tests and passionate and has an agreement - - walk 100% of my meals.
The lesson here: If the claims and said the right things during my first phone call, it would have been able to solve this problem with a simple explanation and an apology. Instead, they paid almost $ 200 more than they should and had to spend 10 minutes listening to me.
This scenario plays cost countless times each day of service, because employees do not know how to contact dissatisfied customers, and with tact and diplomacy in a way that creates peace and good will.
In my case, the governor said: "What we've tried to explain that the policy covers 50% of the meals, as well as the sales tax would have been without food, although he did not know that I regret We try to minimize the disadvantages the loss of costs beyond their normal meals and 'logic ...? We apologize for any inconvenience this may have caused misunderstanding. "
This approach has some meaning, and I would have probably accepted the policy of 50%. Instead, the attitude of claims woke me up and I was determined to accept nothing but full refund. The wrong approach to a customer is already upset only makes them more insistent and often results in a much larger profit for the company. I do not think you have to pay a dollar more than you absolutely have to, and to help you manage your costs better, I'll give you five things not to disturb guests.
1. Do not tell a client that is wrong. Tell your client that is wrong arouses opposition and will make the customer wants to fight you. It is difficult even under the most favorable to change the mindset of people. So why do their jobs more difficult, since the wrong foot.
2. Do not argue with the customer. You can never win an argument with customers. Of course you can prove your points and the last word, you could be right, but what about the development of our customers in mind is probably not the sense that if you were wrong.
3. Do not talk with an authoritative tone, as if to prove the customer wrong. Even if the customer is wrong, this is not the right answer, because it makes the defense of his client.
4. Do not say that. "We would never do that" Instead of trying, "Tell me about it."
5. Do not be afraid to apologize. Offer an apology, even when the customer is at fault. An apology is not an admission of guilt. That can be offered to regret. For example, "Sorry for any inconvenience this may have caused misunderstanding."
Keep in mind that if something goes wrong, the question is not a problem. What is the problem.
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