Use the L-E-A-P Technique for Handling Customer Conflicts
It’s so much more difficult to get a customer than it is to keep the one you have. That’s why it’s important to monitor the way in which you’re dealing with your customers, especially when they’ve had a problem with you.
Here’s a simple and effective method for handling your customer conflicts. All you have to do is take the LEAP!
Listen: When your customers bring a problem to your attention, the first thing you do is listen, with all of your attention. Let them vent and don’t interrupt. Once they’ve gotten out their anger, then you can empathize.
Empathize: You let them know that you understand how they feel and that you can see their point of view. This allows you to gain a better rapport with them to help you resolve their issues.
Ask: Ask them what they want or how they would like you to handle the situation.
Promise: Let them know that you’ll do whatever you can to resolve their situation to ensure that you’re meeting their needs. This may be beyond your capability but you’ll try to do whatever you can to fix the problem, and you’ll follow up with them in a suitable period of time to ensure that they’re happy with the resolution.
Remember, it’s much easier to keep a customer when you practice this simple technique. Plus, you’ll find that a satisfactory resolution to a problem creates an even more loyal customer.