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24. When A Customer Threatens To Complain To The Press

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Customer Service: When A Customer Threatens To Complain To The Press

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24. When A Customer Threatens To Complain To The Press

  1. 1. When a Customer Threatens To Complain to the Press<br />By VanSight<br />
  2. 2. COPYRIGHT 2009 VANSIGHT division of Synbiz Solutions Pvt Ltd<br />2<br />No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of VanSight Division of Synbiz Solutions Pvt Ltd. The information contained herein may be changed without prior notice.<br />VanSight is trademark of Synbiz Solutions Pvt Ltd. All other product and service names mentioned and associated logos displayed are the trademarks of their respective companies. <br />Data contained in this document serves informational and educational purposes only. The information in this document is proprietary to Synbiz Solutions Pvt Ltd. <br />This product contains training material for English or Soft Skills or Personality Development. Synbiz assumes no responsibility for errors or omissions in this document. Synbiz does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement.<br />
  3. 3. The Situation<br />Occasionally, an angry or frustrated customer may threaten to “go to the press” about how he or she has been treated by you and your company. Sometimes this is simply an empty threat intended to pressure you into doing what the customer wants. In other situations, it may be a genuine reflection of how upset he or she is. <br />Here’s a way to handle this situation.<br />3<br />
  4. 4. Techniques Used<br />4<br /> Not Taking the Bait <br />Broken Record <br />Offering Choices<br />Empowering <br />
  5. 5. Dialogue<br />5<br />The customer has been dealing with the organization for a long time about a specific issue. Despite the organization’s best attempts to solve the problem, the customer rejects any Compromise solution offered. In a phone call, the customer threatens to complain to the press.<br />Customer: I&apos;ve been trying to solve this problem for three months and I’m absolutely fed up. I think you need to be exposed for what you are and, by golly, I&apos;m going to do it unless you do what I’m asking. I’m going to contact [newspaper name] and tell them everything. then we’ll see who wins.<br />
  6. 6. Dialogue<br />6<br />Employee: That’s certainly your right. We’d prefer to come to an agreement with you, and I can suggest you speak to our VP of Finance, but it’s really up to you which path you want to take. Do you want me to arrange a discussion with the VP? <br />Customer: Don’t waste my time. If I don’t get what I want, I’m going to the newspaper.<br />Employee: As I said, that’s completely up to you. If that’s the case, then I guess we don’t have anything else to discuss.<br />
  7. 7. Explanations <br />7<br />There’s a theme that runs through this example. At no Point in the conversation does the employee come across as defensive or overly concerned about the prospect of the Customer going to the press. This is an example of not taking The bait. <br />By treating the threat as nonthreatening, he removes the power of the threat. Notice also that, while suggesting a preference for resolving the problem with the customer, the employee is not trying to directly dissuade the customer from carrying out the threat. Not Taking the bait sends the message that the threat isn’t going to work, in effect calling the customer’s bluff.<br />The employee actively recognizes that the customer has the right to contact the press and recognizes this as an option for the customer. He emphasizes this by using the broken record technique .<br />
  8. 8. How to Diffuse the Situation<br />8<br />While no company or employee wants to appear in a negative light in the press, there is no guarantee that the Press will agree with a customer who thinks he is being Mistreated. <br />In other words, the threat more often than not is not going to cause any problem.<br />
  9. 9. How to Diffuse the Situation<br />9<br />The key thing to keep in mind is that you cannot fight head to head in a situation like this. Don’t appear to be put off balance by the threat and don’t try to convince<br />The customer not to contact the press. That is much more likely to cause the customer to carry out the threat.<br />
  10. 10. How to Purchase & Download full Course from VanSight.<br />10<br />Download Presentation from <br />www.vansight.net<br />

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