Dealing with an unhappy customer
surrendering to your opponents can be the best course because it puts you in a position of control.
a wiser and more effective tactic is to surrender, to turn the other cheek. That halts your opponent’s aggression and confuses her, while giving you the upper hand. While your opponent is lulled into thinking she’s defeated you, you now have the space to build your strength, discover your customers weakness and sell to them via this. This is how to use the surrender tactic.
Escalation Management
Escalation management prioritises customer support and rectifying issues, evaluating problems based on severity, and ensuring the appropriate representatives are assigned to handle them. Managing escalations is a key part of keeping more customers. You need to Speak calmly,Use restatement to convey you are listening and want to understand,Speak in a genuine, caring manner . More customers will be happy with this outcome.
If the situation is more than you can handle, Or if you are asked a question beyond your knowledge. In these circumstances, the question or concern of the customer must be passed up the chain of command, you can redirect or inquire from the HR manager or Head of Operations.
Types of escalations
Escalation methods can be divided into three categories:
1.Functional escalation
2.Hierarchical escalation
3 .Automatic escalation
1. Functional escalation
Functional escalation happens when a support agent is unable to resolve a customer’s request within their normal area of responsibility. The most common reason for this is that the requested service is outside of their area of expertise.
For example, suppose a customer complains about a service(expecting more than what could be executed), and the attending technician did all he could. In that case, the technician will escalate the inquiry to the administrative team via the group chat or call.
2. Hierarchical escalation
A hierarchical escalation happens when a customer’s request necessitates the involvement of a higher-ranking employee, such as a manager or supervisor.
This type of escalation is common when a technician is at a loss on how to respond to a customer’s demands owing to corporate policy or other restrictions. An upper-level manager or supervisor may be able to make exceptions or provide extra resources to help with complicated client concerns.
3. Automatic escalation
Companies today frequently use service level agreements (SLAs) to promise their clients a specific minimum standard of service.
For example, If a corporation promises to respond to client inquiries within six hours or less, that means it must do so. This signifies that such businesses’ target time for answering customer questions is 6 hours or less. If this isn’t done, things will escalate automatically.
The team’s managers are automatically alerted whenever a customer service team-level agreement (SLA) is breached. When a customer escalates a problem, they want them to take charge and get to work fixing it before it damages the company’s reputation.
De-escalation Techniques and Resources
De-escalation is one technique that can be used when confronted with violent or aggressive behaviour. De-escalation means “transferring your sense of calm and genuine interest in what the Customer wants to tell you by using respectful, clear, limit setting [boundaries].
1. Move to a semi private area.
If it seems safe to do so, it may be helpful to move away from crowded spaces and into a semi private area to talk.
2. Be empathetic and non-judgmental.
“Focus on understanding the person’s feelings. Whether or not you think those feelings are justified, they’re real to the other person.”Possible response: “I’m sorry you felt this way too.”
3. Respect personal space.
“If possible, stand 1.5 to three feet away from the person . . . Allowing personal space tends to decrease a person’s anxiety and can help prevent acting-out behavior. Do not block exits.”
4. Keep your tone and body language neutral.
“The more a person loses control, the less they hear your words — and the more they react to your nonverbal communication. Relax your body and keep your hands in front of you, palms facing outward.” However, avoid nodding your head in response during the conversations.
5. Avoid over-reacting.
“Remain calm, rational, and professional. While you cannot control the person’s behavior, how you respond to their behavior can affect whether the situation escalates or defuses. Empathize with feelings, not behavior.”Possible response: “I understand you are ___________, but can we sort this
6. Focus on the thoughts behind the feelings.
“Some people have trouble identifying how they feel about what’s happening to them.”Possible response: “Help me understand what you need.”Possible response: “Tell me if I have this right.”p
7. Ignore challenging questions.
“Answering challenging questions often results in a power struggle. If a person challenges your authority, redirect their attention to the issue at hand. Ignore the challenge, not the person.”
8. Set boundaries.
“If the person’s behaviour is belligerent, defensive, or disruptive, give them clear, simple, and enforceable limits. Offer concise and respectful choices and consequences.”Possible response: “It's important for you to be calm in order for us to be able to talk. How can that be accomplished?”
9. Choose boundaries wisely.
“Carefully consider which rules are negotiable and which rules are not. If you can offer a person options and flexibility, you may be able to avoid unnecessary altercations.”
10. Allow silence.
By letting silence occur, you are giving the person a chance to reflect on what’s happening and how to proceed.
11. Allow time for decisions.
“When a customer is upset, they may not be able to think clearly. Give them a few moments to think through what you’ve said.”Sample response: “I’ve just shared a lot of information with you. Does it sit well with you or do you need some minutes to think about it.”
Self Contractor Remuneration
Remuneration paid to the Self Employed Contractor for the services rendered will be initially set at £13.75 per hour on the service(Customers appointment)
For example; If the total hour of jobs for a day is 9hour, the self contractor would receive 9 * 13.75= 123.75 gbp. This excludes the commission bonus for upsells.