Despite their most earnest and tireless efforts, most businesses will run into some type of crisis at one point. It could be something as minor as a customer being unhappy with a product or service, or it could be a major issue that could seriously damage the company’s reputation.
When trouble strikes, how you handle it can either leave a sour taste in your customer’s mouth or offer a more satisfying experience. Knowing how to handle a crisis with grace and professionalism takes skills, which you can pick up in reputable sales training programs.
Here’s a look at some of the most important crisis handling skills that can tip the scales in your favor.
Communicate effectively
Communicating effectively means being able to handle customer inquiries and complaints in a professional and timely manner, as well as being able to diffuse any negative publicity.
The way you speak to an upset customer can make all the difference. A calm and collected voice will usually deescalate the situation. However, if you raise your voice or speak in an angry, condescending tone, you are likely to add fuel to the flames.
There are a few key things to keep in mind when communicating with customers during a crisis:
- Be honest. The first thing people often want during a crisis is honesty. They need to know that you’re being upfront with them and not hiding anything. If you try to cover up what’s happened, it will only make the situation worse.
- Be solution-oriented. Customers want to know that you’re working on a solution to the problem. They don’t want to hear excuses or blame.
- Keep the customer updated as it helps to build trust. However, take care not to drown them in useless, unimportant information.
Listen actively
Active listening is a vital skill that is essential for all salespeople, but it becomes even more important in a crisis. When a customer is livid, don’t make them feel they are shouting into a vacuum. This could cause their anger to surge.
So, learn to let the customer do the majority of the talking while you give them your undivided attention instead. The more you can glean from them, the better your grasp of the issue will be. You’ll also be able to put together a thoughtful solution that is more likely to be received warmly.
Here are some tips sales trainers share in their programs on how to listen actively:
- Listen carefully to what the customer says. Pay close attention to their tone of voice, body language, and the words they use.
- Fight the urge to interrupt the customer or jump to conclusions. Let them finish speaking before you throw out questions or offer solutions.
- Ask clarifying questions if you need to fill in the blanks. This will show the customer that you are truly interested in helping them solve their problem.
Problem-solving
Strong problem-solving skills help you assess a situation quickly and find an effective solution. When a customer is grappling with an issue, it’s best to spring into action. Customer problems can be like a ticking time bomb. If you don’t defuse them quickly, they may explode into a full-blown crisis.
To be an effective problem solver, you need to think on your feet and come up with creative solutions. This can be a challenge when someone is screaming down the phone or in your face.
Here are a few tips to help you hone your problem-solving skills:
- Stay calm under pressure. You’ll think more clearly when you are cool and level-headed.
- Take a step back. This allows you to see the big picture and assess the situation from all angles.
- Think outside the box. When you hit a wall trying to find a solution, thinking outside the box can open you up to new and innovative answers.
- Be empathetic. This helps to build trust and rapport with the customer, which is essential for finding a winning solution to the problem.
In closing
Customers who unflinchingly express their disappointment can be a goldmine for businesses. They provide a chance to improve customer service, build loyalty and create repeat business. That’s why sales training programs teach attendees to view customer crises as opportunities instead of threats.
TIME BUSINESS NEWS
