There are steps to every sales process that never change. Depending on the products and industry, there may be variations of each step, but as long as you follow through on each step consistently, you will achieve success.
1) Introduction: This is where you introduce yourself and the company you are representing. This step usually takes no more than 30 seconds to complete and you may only have 10 seconds or less to make the right impression.
If you find that you are getting a high number of no's during the introduction step or Callbacks you may have to look at how you can improve your introduction.
Key elements to improve upon: Confidence, Eye Contact, ENTHUSIASM (makes the difference), inflection, speed, control, tone, and sticking to the script (or system if there is no script. Never try to reinvent the wheel or add more than the very minimum.
2) Presentation: This is where you present a problem for the customer that your product or service can resolve. You will ask a question to which the customer will be guided to a yes answer. This will set the foundation for a yes at the second last step where you will close. More often than not, you will receive an objection, or no, that will offer you an opportunity to respond with an objection resolution: Agree, Kill the objection, and close on their no.
3) Rehash: This is a vital step that sums up how your product or service resolves the customer's problem.
4) Close: You don't get the sale if you don't ask. This is where you ask for the sale. You may have to Agree, Kill, and Close one or two more objections; then close the deal.
5) Service and Sell some more: Is there another customer, business owner or individual that can benefit from your product/service as your customer has? Get names and phone numbers with permission to use your customer as a referral. Now you already have your foot half way through the door on another sale. If you remember to Service and Sell more after each sale, you may never have to cold call or rely upon walk-ins again. This step is what separates the average from the superstars!
About Me
- Customer Service Champion Guru
- The customer service experience is shared by all. All of us are consumers and some have the pleasure (or displeasure)of serving in the customer service industry. Customer service, on both sides of the fence, can be a difficult battlefield to navigate through. The Customer Service Champion Guru has created this blog, to share tips, tricks, stories, and support in order to gauge a better understanding and respect between managers, customer service reps, and consumers. There is no charge to follow this blog, your information will not be shared with a third party, and you will not find inappropriate content in this blog or its advertisements.
Friday, August 27, 2010
Wednesday, June 9, 2010
Tire Kickers Anonymous
Tire Kicker: An individual that poses as a potential client or customer without the intention of ever patronizing an establishment's services or products; Time waster;Resource vampire;Uses questionable practices to get a better deal. **Not to be mistaken with legit comparison or window shoppers.
If you've ever worked in sales or owned a business you've met or will meet the tire-kicker. If you have not you may be guilty of being one yourself!
There are many people out there like my mother that promises a salesperson to come back to make a purchase without the intention of ever returning. This is a practice I've tried to break her from, because it is dishonest and unfair to the person whose time she is wasting. It is much more appreciated to leave when a salesperson becomes too pushy or just say no. You're not going to hurt a salesperson's feelings (or shouldn't anyways) by saying no, and they would rather hear a no than waste their time or put something aside for someone with no intention of making a purchase.
Tire kickers waste money because time is money. The attention tire-kickers command takes time away from patrons with an intention to actually purchase ie: customers. There is nothing wrong with shopping around for a good deal or asking probing questions, but it is best to do this when an establishment isn't busy. You can get the information you desire without being a tire kicker:
1) Don't visit an establishment for information during peak hours.
2) Most sales oriented employees are paid on commissions: Do not think they get paid for customer service. They are paid based on their sales numbers and customers are people with money wanting to make a purchase.
3) Don't be demanding. If you have no intention of making a purchase you are not a customer.
4) Ask if a person works on commission. If they do and you are satisfied with their service, take a card and when you are ready to do business ask for them and insist upon dealing only with them. You will get the best service this way because commission based sales people appreciate this consideration.
5) Don't ask a lot of questions and act like you're buying if you have no intention on making a purchase when you enter the premises and then put down the salesperson or products/services.
6) Don't claim your reason for not patronizing products/services is because you can get a better deal somewhere else when its not true. The salesperson or manager may call the cited business and when you do go to the competitor they will know you are a lying tire-kicker. The competition isn't always interested in stealing business when the prospect is known to be difficult or dishonest.
Shopping around for a better deal or asking questions is not wrong. How many people go about it is what can be wrong. I am not making this suggestion to make life easier for salespeople but if you have a history of being difficult and have trouble otherwise getting a better deal, heeding this advice may improve your chances of getting what you want.
Tuesday, June 1, 2010
Self-Preservation with Kids
In recent years employers had become more flexible for parents to balance their responsibilities at home and the demands of work. This privilege was not given necessarily because employers wanted to be nicer to parents, it is more likely caused by a need to keep and maintain productive employees and a booming economy which gave unexpected grosses that could fund such privileges. Now the tides have turned, and so has the economy; Companies have been forced to tighten their belts and the employment market has turned in their favor. It is no longer necessary or often even feasible to offer the generous privileges we have taken for granted and the first area of cutbacks that will affect you directly are in the area of employee benefits.
Here are five tips to self-preservation for parents:
1) Don't take privileges for granted. Only take off time that you need and plan to readjust to the changes that may be necessary to preserve your employment.
2) Don't call in sick so you can be present for your child's sporting event or school play
3) Even if your employer has allowed you to leave early to pick the kids up from school in the past, it may be a good idea to find alternate arrangements.
4) Dentist appointments, Doctor's appointments, Orthodontists, tanning, manicures, and hair appointments should all be made on your personal time for dates and times you are not expected to be working. If an appointment is made for a time you are regularly scheduled to work, only confirm if it is necessary (surgery may be considered necessary. Your kid's orthodontist appointment or salon appointment is NOT considered to be serious by many employers). Then give your employer a minimum of two week's notice of the appointment.
5) Give as much advanced notice to any changes in your availability as possible
It is in your best interest to be more resilient and flexible right now. If you are up for a promotion and your single colleague is up for the same one, it may actually be more cost effective during the economic downturn for the single person to get the job. If your department is being downsized and you are one of those parents that leaves early on a regular basis, your job may be one of the first to go.
Of course you may surmise that a parent needs the job more than the bachelor, but this is a time when companies have to make the tough business decisions. By taking proactive measures to show your employer through actions that you take the position of the company seriously, and are able to make necessary adaptations in your work/home balance during these difficult times; You stand a better chance of preserving your standing in the company. You hear many stories of department shut downs and company closures, where individuals are offered the opportunity to maintain employment in another position or area. Employees that show they can adapt through adversity are the ones that are sometimes saved from being sent to the unemployment line.
Try to remember that its business and nothing personal and you are still enjoying the best time in the last few hundred years of western history to be a parent in the workplace. Missing out on some family activities may suck, but not as much as a pink slip.
Here are five tips to self-preservation for parents:
1) Don't take privileges for granted. Only take off time that you need and plan to readjust to the changes that may be necessary to preserve your employment.
2) Don't call in sick so you can be present for your child's sporting event or school play
3) Even if your employer has allowed you to leave early to pick the kids up from school in the past, it may be a good idea to find alternate arrangements.
4) Dentist appointments, Doctor's appointments, Orthodontists, tanning, manicures, and hair appointments should all be made on your personal time for dates and times you are not expected to be working. If an appointment is made for a time you are regularly scheduled to work, only confirm if it is necessary (surgery may be considered necessary. Your kid's orthodontist appointment or salon appointment is NOT considered to be serious by many employers). Then give your employer a minimum of two week's notice of the appointment.
5) Give as much advanced notice to any changes in your availability as possible
It is in your best interest to be more resilient and flexible right now. If you are up for a promotion and your single colleague is up for the same one, it may actually be more cost effective during the economic downturn for the single person to get the job. If your department is being downsized and you are one of those parents that leaves early on a regular basis, your job may be one of the first to go.
Of course you may surmise that a parent needs the job more than the bachelor, but this is a time when companies have to make the tough business decisions. By taking proactive measures to show your employer through actions that you take the position of the company seriously, and are able to make necessary adaptations in your work/home balance during these difficult times; You stand a better chance of preserving your standing in the company. You hear many stories of department shut downs and company closures, where individuals are offered the opportunity to maintain employment in another position or area. Employees that show they can adapt through adversity are the ones that are sometimes saved from being sent to the unemployment line.
Try to remember that its business and nothing personal and you are still enjoying the best time in the last few hundred years of western history to be a parent in the workplace. Missing out on some family activities may suck, but not as much as a pink slip.
Monday, May 10, 2010
Have You Looked In The Mirror Lately?
You may think that you're a pretty awesome person. You may think that people love to be around you and that businesses are lucky to have you as a customer.... What we perceive of ourselves and what others see are often very different. Even us awesome folks have forgotten to take a look in the mirror at least once.
You may be a nice person on most occasions, but do you ever stop and think what you look like when people are serving you?
You may start out like this guy...
Then something goes wrong... The line is moving too slow, the clerk takes too long to process your purchase, the clerk isn't smiling, perhaps he is wearing blue and that color makes you mad!!! You could just be having a bad day and go from an awesome person to this guy....
You feel justified. You feel the company should do whatever it takes to make things right. You're so mad, you don't even stop to think how you're treating the people around you....
You may think you still look like this:
But everyone else sees something like this:
No matter how bad things get, there is always a resolution to be had without making a horrific scene. When you are unsure it is best to stick to the golden rule. Always be aware that managers do not fear the bad customer monster...It is merely a nuisance that they would rather swat away than help. Next time you are frustrated or have a problem with customer service, take a look in the mirror and check yourself.
You may be a nice person on most occasions, but do you ever stop and think what you look like when people are serving you?
You may start out like this guy...
Then something goes wrong... The line is moving too slow, the clerk takes too long to process your purchase, the clerk isn't smiling, perhaps he is wearing blue and that color makes you mad!!! You could just be having a bad day and go from an awesome person to this guy....
You feel justified. You feel the company should do whatever it takes to make things right. You're so mad, you don't even stop to think how you're treating the people around you....
You may think you still look like this:
But everyone else sees something like this:
No matter how bad things get, there is always a resolution to be had without making a horrific scene. When you are unsure it is best to stick to the golden rule. Always be aware that managers do not fear the bad customer monster...It is merely a nuisance that they would rather swat away than help. Next time you are frustrated or have a problem with customer service, take a look in the mirror and check yourself.
Thursday, March 25, 2010
On Holidays
The Customer Service Champion Guru is on holidays! Please check back May 9th for brand new posts. Have a safe and happy Easter Holiday, and I look forward to responding to your questions and concerns soon.
Cheers,
CSCG
Cheers,
CSCG
Thursday, March 11, 2010
The WOW effect
The wow effect is when a customer service representative or business gives you a memorable experience which leaves you to exclaim "WOW"! It is not difficult to WOW patrons, and usually is as simple as having a positive attitude and doing your job right the first time.
Last week I was Wow-ed by a frazzled nurse at the doctor's office. Imagine the stress the poor nurses endure having to answer to frustrated patients due to long waiting times and the overall stress of being ill. Much of the waiting times can be attributed to people that take advantage of the health care system and fail to follow the rules.
Its very easy. Take a number, wait your turn, have your health care and ID ready when you're called, and turn off your cellphone!
A young woman groaned when denied a band-aid for a superficial papercut, another yacked on her phone so loud the other patients, including myself, were left shifting uncomfortably to her description of problems "down under". Eww! Too much information. Then there were the two children running around tearing up the reading material, while fighting over who hit whom first as the parents ignored the distracting behavior. Imagine twelve hours of that everyday!
It was my turn to approach the desk, and in a harried state I seemed to have forgotten my Health Care information at home. I presented a regional health card but unfortunately, that was not sufficient for the nurse assisting me and I had already waited two hours before my number was called. I had watched patients ahead of me that also were lacking at least one form of I.D., so I sympathized with the nurse when she curtly reminded me I could not be seen without the required information. "Poor lady", I thought to myself, as I was yet another disgruntled patient that would be told cash payment would be required or I would not be seeing a doctor that day.
I insisted my regional card was accepted at the office in the past, and by other health care facilities. My heart sank as she braced herself for the verbal abuse she so obviously had become accustomed to by patients under similar distress. I politely requested the use of her phone so that I may contact my boyfriend to pick me up, but I could tell the tone of my voice was not as pleasant as the Customer Service Champion Guru's should be.
She hung up the phone when the call was complete, and I gently apologized for my demeanor. I explained the reason for my visit and that the obvious physical pain that was impairing my usual pleasant manner. Acknowledging I understood she was just doing her job, she appeared to appreciate my tone was set by an injury and not disrespect for her position. The pain in my right hip/leg were impairing my usually pleasant manners but it was not the nurse's fault I was injured.
No sooner did my boyfriend arrive, did the same nurse call me to her desk. She informed me the doctor would be able to see me and smiled as I thanked her for going above and beyond. You see, the nurse didn't have to allow me to see the doctor. Had I reacted as those before me, I certainly would have not been treated that day. Instead I chose to acknowledge her workload/stress and apologized that I had not stopped at home for my ID first. Not only did the nurse go above and beyond, she remembers my name and smiles when she sees me now.
Thank you Elizabeth, I will take great pleasure in writing your boss to share with him how you Wow-ed me!
Last week I was Wow-ed by a frazzled nurse at the doctor's office. Imagine the stress the poor nurses endure having to answer to frustrated patients due to long waiting times and the overall stress of being ill. Much of the waiting times can be attributed to people that take advantage of the health care system and fail to follow the rules.
Its very easy. Take a number, wait your turn, have your health care and ID ready when you're called, and turn off your cellphone!
A young woman groaned when denied a band-aid for a superficial papercut, another yacked on her phone so loud the other patients, including myself, were left shifting uncomfortably to her description of problems "down under". Eww! Too much information. Then there were the two children running around tearing up the reading material, while fighting over who hit whom first as the parents ignored the distracting behavior. Imagine twelve hours of that everyday!
It was my turn to approach the desk, and in a harried state I seemed to have forgotten my Health Care information at home. I presented a regional health card but unfortunately, that was not sufficient for the nurse assisting me and I had already waited two hours before my number was called. I had watched patients ahead of me that also were lacking at least one form of I.D., so I sympathized with the nurse when she curtly reminded me I could not be seen without the required information. "Poor lady", I thought to myself, as I was yet another disgruntled patient that would be told cash payment would be required or I would not be seeing a doctor that day.
I insisted my regional card was accepted at the office in the past, and by other health care facilities. My heart sank as she braced herself for the verbal abuse she so obviously had become accustomed to by patients under similar distress. I politely requested the use of her phone so that I may contact my boyfriend to pick me up, but I could tell the tone of my voice was not as pleasant as the Customer Service Champion Guru's should be.
She hung up the phone when the call was complete, and I gently apologized for my demeanor. I explained the reason for my visit and that the obvious physical pain that was impairing my usual pleasant manner. Acknowledging I understood she was just doing her job, she appeared to appreciate my tone was set by an injury and not disrespect for her position. The pain in my right hip/leg were impairing my usually pleasant manners but it was not the nurse's fault I was injured.
No sooner did my boyfriend arrive, did the same nurse call me to her desk. She informed me the doctor would be able to see me and smiled as I thanked her for going above and beyond. You see, the nurse didn't have to allow me to see the doctor. Had I reacted as those before me, I certainly would have not been treated that day. Instead I chose to acknowledge her workload/stress and apologized that I had not stopped at home for my ID first. Not only did the nurse go above and beyond, she remembers my name and smiles when she sees me now.
Thank you Elizabeth, I will take great pleasure in writing your boss to share with him how you Wow-ed me!
Monday, January 11, 2010
D) Be Prepared They Can Smell Fear
If you're in business, sales, or customer service you will run into four types of people. Three of these types you will encounter everyday:
a) The Yes Man will be agreeable and patronize your products and services.
b) The No Man will be easy because they will not waste your time.
c) The Maybe Man will take the most amount of your available time and resources. Maybe Man is sometimes a called a "Tire Kicker" because he has been known to waste the most amount of time and has a reputation to mess with the head of a salesman.
Some Maybe men are simply folk that don't know what they need/want, and that is why Maybe Man skills are important to master. These are just good people that need a little more attention.
The fourth type of person you will wish you never encounter and there is even a small chance you never have to:
D) The Jerk Man. This person will be your free entertainment for the day and you need to learn to love this one. If you are unable to see the humor of Jerk Man, your career and personal life are doomed.
Jerk Man is a mean vile sort of person. He/She hates life and is easy to spot because Jerk Man is often followed around by gray rain clouds that hurl lightning at unsuspecting bystanders. Jerk Man takes no prisoners and has been known to torment his/her victims before tearing them apart with razor sharp claws and swallowing the remains whole.
It is very important to keep things professional and calm when dealing with a Jerk. On the rare occasion you encounter a Jerk it can be difficult to maintain your composure and professionalism, as some may regress into childlike behavior. Unfortunately there are also Jerks that will get personal and you may even encounter a hostile Jerk. Should you encounter the latter, it may be necessary to contact the authorities or security to have an unruly individual removed from the premises. What are the most effective ways to handle an encounter with a Jerk and when should a manager be called in to help?
Every company has a different policy on the procedures of handling a jerk on the frontline. Know the policies before dealing with the public at all! A jerk can not only smell fear but will also take advantage of a new employee! Jerks have even been known to approach a newbie because such a target can be easier to manipulate and intimidate. You do not want to be caught off guard when confronted by a jerk especially if you are new or inexperienced, Jerks eat unsuspecting victims for breakfast and New Guys for an afternoon snack.
Here are a few tips on how to keep control when dealing with Jerk Man:
1) Smile and maintain eye contact. Body language is important because the majority of communication is nonverbal. Eye contact indicates interest, attention, and involvement; All vital needs of a Jerk.
2) Listen: As long as the Jerk doesn't unleash vulgar profanities try to keep an open ear and note important points even if the Jerk is mostly incoherent.
3) Let them get it ALL out: Wait until Jerk Man is finished speaking before you say a word unless you are asked a question. Never interrupt or ask questions until the Jerk is finished. Nodding in agreement or concern with the customer and remarks such as, "I'm very sorry", should be exercised with caution. Some Jerks will react to any type of reaction from you no matter what you do.
4) Be agreeable but do not necessarily agree: Agreeing in some cases can put the manager or company in a difficult position. Apologize to the jerk for their concerns and offer to assist them in coming to a resolution.
*Be aware of the language you use when doing this: People have emotional responses to language, and a word that strikes a Jerk with a negative response can result in a perfectly avoidable escalation. The way your words are delivered as important as the words you use.
5) Acknowledge you are not the decision maker and if necessary offer to get one involved. In fact, if you are not the decision maker it is best to always make such an offer
6) Never make promises you can't keep: If you do not have the authority to comp or refund a Jerk then you should not suggest such resolutions. Do not make such a suggestion to the actual decision maker if the Jerk is within earshot
7) Do not say NO and never say "we can't/don't do that": Never start off by telling a Jerk no or by giving a negative response to the jerk's concerns.
8) Talk about what you can do and if you don't know the answers then offer to find them for the Jerk: Give options and ask the Jerk what they think is the best way to resolve the matter from the options presented. Never just ask the Jerk what he/she thinks should be done! A Jerk will not have reasonable expectations so don't offer an open-ended option that may potentially add to further frustrations for the jerk when can't deliver.
9) Suck up your pride and apologize. You know its not your fault but the Jerk may be too excited to recognize this fact. It is best to recognize that you are in control as long as the customer allows you to be in control; you are only in control if the Jerk thinks he/she is in control.
If the problem is your fault acknowledge your responsibility specifically.
Ie: "I am very sorry that I failed to enter your order accurately resulting in an inconvenience for you and a negative experience. I messed up and would appreciate if you would allow me the opportunity to fix the problem."
10) Do not tolerate abusive language but be cautious of how you confront a Jerk that is abusive: Always get a manager. Do not accuse the jerk of being abusive (even if they are) in front of the manager, do not become defensive if the Jerk attacks (verbally) you or your establishment in a personal manner, do not raise your voice over the jerk, do not tell a jerk you understand them, always remain calm, and in some cases it may be necessary to replace your smile with a serious look (look like you are determined to fix Jerk Man's problem.)
ie: "I am very sorry Mr. X, I appreciate that you are upset but I must ask that you please refrain from *insert abusive behavior here* or I will have to ask you to leave. I would like to help you and this is what I can do for you..."
If the jerk continues in a tirade then make an excuse (such as looking in the back or calling for a manager) to use a phone where you will have privacy. Call a manager or the authorities whichever your workplace procedure may be. If your safety is directly at risk it may be necessary to call the authorities first. Ensure a comfortable safe distance between yourself and the Jerk.
11) The most vital skill you will need to master when dealing with Jerk Man is your ability to maintain control: Recognize that not all difficult customers are Jerks; some people have bad days and it can take years of experience to know the difference no matter how sure you are you can always be wrong. You never want to under or over estimate Jerk Man.
12) Never call a jerk a liar: Have you ever seen the destructive force of enriched Uranium when fully weaponized? If not you can if you call Jerk Man a liar! A Jerk will sometimes try to bait you or resort to pettiness such as lies and threats to get their way. The absolute worst thing you can do is call him/her on it.
13) Never pass the buck. It is your problem because the Jerk Man came to you with his/her problem. It may not be your department or something you can resolve but it IS always up to you to assist effectively.
14) Kill a Jerk with kindness: I am not suggesting you grit with a fake smile and bend over. Customers always remember a bad experience and hold grudges! If you can impress a Jerk with your ability to handle their concerns professionally and give them a great experience you can makeover that Jerk to become your best customer in the future. That Jerk will likely share their experience with people they know and you have the opportunity to gain business from even the biggest Jerk. He/she may even return to apologize later.
15) The customer isn't always right but no matter how bad behavior is, the customer should always feel or think he/she is right. Even a jerk.
16) If you are new/inexperienced tell Jerk Man you are and ask for their patience/understanding: Everybody had to start somewhere and many people will understand. If they do not understand or care try not to take it personally and do your job the best you can.
17) Give the best and be the best: Your Jerk may not get satisfaction if they are unreasonable or removed from the premises. If you know that you gave the best and were the best then you did all you can do.
18) Every jerk has a lesson and opportunity for you. Find it, know it, learn it, use it. By mastering the skills of wrangling with Jerk Man, you will significantly reduce casualties before they can happen.
19) Know your limits: You are accountable if a jerk is out of control if you do not immediately seek assistance. Do not wait for a situation to escalate; Always call in for back up from a manager when a situation becomes too much of a challenge for you to deal with on your own.
a) The Yes Man will be agreeable and patronize your products and services.
b) The No Man will be easy because they will not waste your time.
c) The Maybe Man will take the most amount of your available time and resources. Maybe Man is sometimes a called a "Tire Kicker" because he has been known to waste the most amount of time and has a reputation to mess with the head of a salesman.
Some Maybe men are simply folk that don't know what they need/want, and that is why Maybe Man skills are important to master. These are just good people that need a little more attention.
The fourth type of person you will wish you never encounter and there is even a small chance you never have to:
D) The Jerk Man. This person will be your free entertainment for the day and you need to learn to love this one. If you are unable to see the humor of Jerk Man, your career and personal life are doomed.
Jerk Man is a mean vile sort of person. He/She hates life and is easy to spot because Jerk Man is often followed around by gray rain clouds that hurl lightning at unsuspecting bystanders. Jerk Man takes no prisoners and has been known to torment his/her victims before tearing them apart with razor sharp claws and swallowing the remains whole.
It is very important to keep things professional and calm when dealing with a Jerk. On the rare occasion you encounter a Jerk it can be difficult to maintain your composure and professionalism, as some may regress into childlike behavior. Unfortunately there are also Jerks that will get personal and you may even encounter a hostile Jerk. Should you encounter the latter, it may be necessary to contact the authorities or security to have an unruly individual removed from the premises. What are the most effective ways to handle an encounter with a Jerk and when should a manager be called in to help?
Every company has a different policy on the procedures of handling a jerk on the frontline. Know the policies before dealing with the public at all! A jerk can not only smell fear but will also take advantage of a new employee! Jerks have even been known to approach a newbie because such a target can be easier to manipulate and intimidate. You do not want to be caught off guard when confronted by a jerk especially if you are new or inexperienced, Jerks eat unsuspecting victims for breakfast and New Guys for an afternoon snack.
Here are a few tips on how to keep control when dealing with Jerk Man:
1) Smile and maintain eye contact. Body language is important because the majority of communication is nonverbal. Eye contact indicates interest, attention, and involvement; All vital needs of a Jerk.
2) Listen: As long as the Jerk doesn't unleash vulgar profanities try to keep an open ear and note important points even if the Jerk is mostly incoherent.
3) Let them get it ALL out: Wait until Jerk Man is finished speaking before you say a word unless you are asked a question. Never interrupt or ask questions until the Jerk is finished. Nodding in agreement or concern with the customer and remarks such as, "I'm very sorry", should be exercised with caution. Some Jerks will react to any type of reaction from you no matter what you do.
4) Be agreeable but do not necessarily agree: Agreeing in some cases can put the manager or company in a difficult position. Apologize to the jerk for their concerns and offer to assist them in coming to a resolution.
*Be aware of the language you use when doing this: People have emotional responses to language, and a word that strikes a Jerk with a negative response can result in a perfectly avoidable escalation. The way your words are delivered as important as the words you use.
5) Acknowledge you are not the decision maker and if necessary offer to get one involved. In fact, if you are not the decision maker it is best to always make such an offer
6) Never make promises you can't keep: If you do not have the authority to comp or refund a Jerk then you should not suggest such resolutions. Do not make such a suggestion to the actual decision maker if the Jerk is within earshot
7) Do not say NO and never say "we can't/don't do that": Never start off by telling a Jerk no or by giving a negative response to the jerk's concerns.
8) Talk about what you can do and if you don't know the answers then offer to find them for the Jerk: Give options and ask the Jerk what they think is the best way to resolve the matter from the options presented. Never just ask the Jerk what he/she thinks should be done! A Jerk will not have reasonable expectations so don't offer an open-ended option that may potentially add to further frustrations for the jerk when can't deliver.
9) Suck up your pride and apologize. You know its not your fault but the Jerk may be too excited to recognize this fact. It is best to recognize that you are in control as long as the customer allows you to be in control; you are only in control if the Jerk thinks he/she is in control.
If the problem is your fault acknowledge your responsibility specifically.
Ie: "I am very sorry that I failed to enter your order accurately resulting in an inconvenience for you and a negative experience. I messed up and would appreciate if you would allow me the opportunity to fix the problem."
10) Do not tolerate abusive language but be cautious of how you confront a Jerk that is abusive: Always get a manager. Do not accuse the jerk of being abusive (even if they are) in front of the manager, do not become defensive if the Jerk attacks (verbally) you or your establishment in a personal manner, do not raise your voice over the jerk, do not tell a jerk you understand them, always remain calm, and in some cases it may be necessary to replace your smile with a serious look (look like you are determined to fix Jerk Man's problem.)
ie: "I am very sorry Mr. X, I appreciate that you are upset but I must ask that you please refrain from *insert abusive behavior here* or I will have to ask you to leave. I would like to help you and this is what I can do for you..."
If the jerk continues in a tirade then make an excuse (such as looking in the back or calling for a manager) to use a phone where you will have privacy. Call a manager or the authorities whichever your workplace procedure may be. If your safety is directly at risk it may be necessary to call the authorities first. Ensure a comfortable safe distance between yourself and the Jerk.
11) The most vital skill you will need to master when dealing with Jerk Man is your ability to maintain control: Recognize that not all difficult customers are Jerks; some people have bad days and it can take years of experience to know the difference no matter how sure you are you can always be wrong. You never want to under or over estimate Jerk Man.
12) Never call a jerk a liar: Have you ever seen the destructive force of enriched Uranium when fully weaponized? If not you can if you call Jerk Man a liar! A Jerk will sometimes try to bait you or resort to pettiness such as lies and threats to get their way. The absolute worst thing you can do is call him/her on it.
13) Never pass the buck. It is your problem because the Jerk Man came to you with his/her problem. It may not be your department or something you can resolve but it IS always up to you to assist effectively.
14) Kill a Jerk with kindness: I am not suggesting you grit with a fake smile and bend over. Customers always remember a bad experience and hold grudges! If you can impress a Jerk with your ability to handle their concerns professionally and give them a great experience you can makeover that Jerk to become your best customer in the future. That Jerk will likely share their experience with people they know and you have the opportunity to gain business from even the biggest Jerk. He/she may even return to apologize later.
15) The customer isn't always right but no matter how bad behavior is, the customer should always feel or think he/she is right. Even a jerk.
16) If you are new/inexperienced tell Jerk Man you are and ask for their patience/understanding: Everybody had to start somewhere and many people will understand. If they do not understand or care try not to take it personally and do your job the best you can.
17) Give the best and be the best: Your Jerk may not get satisfaction if they are unreasonable or removed from the premises. If you know that you gave the best and were the best then you did all you can do.
18) Every jerk has a lesson and opportunity for you. Find it, know it, learn it, use it. By mastering the skills of wrangling with Jerk Man, you will significantly reduce casualties before they can happen.
19) Know your limits: You are accountable if a jerk is out of control if you do not immediately seek assistance. Do not wait for a situation to escalate; Always call in for back up from a manager when a situation becomes too much of a challenge for you to deal with on your own.
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