Navigating Customer Calls: A Salesperson's Guide

Dealing with unhappy customers over the phone can be challenging, but it's also an opportunity to turn a negative experience into a positive one. This article provides practical tips for associates  in a retail furniture store for handling these calls effectively while maintaining customer satisfaction.

Listen Actively and Empathize - The first and most crucial step is to listen. Allow the customer to express their concerns fully without interruption. Active listening means not just hearing their words, but also understanding the emotion behind them.

• Acknowledge their feelings: Use phrases like "I understand this is frustrating for you" or "I hear how upset you are." This shows empathy and validates their experience.

• Avoid interrupting: Let them vent. Often, customers just want to feel heard.

• Take notes: Jot down key details, dates, and names to refer back to during the conversation and for entering into your Customer Relationship Management (CRM) program.

Stay Calm and Professional - It's easy to get defensive when a customer is upset, but maintaining a calm and professional demeanor is essential. Your tone of voice can significantly impact the outcome of the call.

• Speak clearly and calmly: A soothing voice can help de-escalate the situation.

• Avoid jargon: Use plain language that the customer can easily understand.

• Don't take it personally: Remember, the customer is upset with the situation, not with you personally.

Gather Information and Clarify - Once the customer has finished speaking, it's your turn to ask clarifying questions to get a full understanding of the issue.

• Ask open-ended questions: Instead of "Is everything okay?", try "Could you please describe the issue in more detail?"

• Confirm your understanding: Rephrase their concern to ensure you've got it right. For example, "So, if I understand correctly, the delivery was scheduled for such and such date, but the furniture hasn't arrived yet?"

Offer Solutions and Set Expectations - After understanding the problem, present viable solutions. Be transparent about what you can and cannot do.

• Apologize sincerely: A genuine apology, even if you weren't directly responsible, can go a long way. "I'm truly sorry for the inconvenience this has caused you."

• Propose clear solutions: Offer specific steps you will take to resolve the issue.

• Manage expectations: If you need to escalate the issue or investigate further, provide a realistic timeline, and tell the customer the date by which you will follow up.

Follow Up - Following up is crucial for ensuring customer satisfaction and rebuilding trust.

• Confirm resolution: Once the issue is resolved, reach out to the customer to ensure they are satisfied with the outcome.

• Document everything: Keep detailed records of the call, the issue, and the resolution in your CRM system. This helps us track common problems and improve our service.

By mastering these techniques, our salespeople can not only resolve customer issues but also strengthen our customer relationships and enhance our store's reputation for excellent service.

For further customer service training you can enroll in the Furniture Training COmpany’s Sales training program.

---

Visit our website and register for our training to become best sales person you can be. www.furnituretrainingcompany.com. Or, feel free to email me at mikep@furnituretrainingcompany.com.