Learn how to handle difficult customers and understand the importance of their perception for customer service excellence. Discover the impact of customer's feelings and how to provide compassionate care in difficult situations.
The video discusses how to deal with customers who are having a bad day. It emphasizes that a customer's perception is their reality, and even if you provide excellent service, they may still be difficult due to legitimate gripes or feeling unwell. The video also mentions a LinkedIn post by Valerie Choniak, highlighting that patients in pain may not be able to enjoy the compassionate care provided by a hospital. The video concludes by stressing the importance of doing your best, accepting that not every customer experience will be exceptional, and not stressing over making every customer happy.
ER customer service and experience
expert and today I'm going to talk about
how to deal with customers who are just
having a bad day now you've probably
experienced this no matter how hard you
try to please a customer they aren't
happy it's frustrating but at the same
time it's also reality and speaking of
reality no matter how good you are at
creating an amazing customer experience
it's the customer's perception that
counts their perception is their reality
so I once went to an amazing restaurant
at least I was told it was amazing that
evening I had a bad cold the people I
was with raved about the food however I
didn't have the same experiences they
did and it had nothing to actually do
with the food it had to do with how I
was feeling when customers aren't
responding the way you want them to to
the excellent service you're providing
you might refer to them as difficult
customers the question to ask is what's
making them difficult you know maybe
they have a legitimate gripe or maybe
they have unreasonable expectations or
maybe as in my example at the restaurant
they aren't feeling good so I was
reading a LinkedIn post from Valerie
choniak the national director of patient
experience at Agilent Health who
described exactly what I'm referring to
a hospital may be known for its
Compassionate Care and its commitment to
taking care of its patients but if the
patient is in great pain they may not be
able to enjoy the experience that you
provide that patient may be the nicest
person in the world but when they're in
pain they may become a difficult
customer to choniak's point patients are
not purposely giving us a hard time they
are having a hard time sure some people
are chronic curmudgeons you may never be
able to make them so accept it then
there are other customers that are very
nice and they're great people just
having a bad day you must accept that as
well continue to do your best regardless
if you can turn the mood of a person
having a bad day into something better
you can declare Victory but don't stress
over it if you can't not every
experience you create for your customers
will be exceptional no matter how hard
you try but the point is that you do try
nobody is perfect and things can go
wrong that's okay it's how you fix them
that makes the difference and then there
are days when it seems that things did
go well but you still can't make the
customer happy no matter how hard you
try it's like a professional sports team
that played a great game but lost it's
going to happen it's not your fault if
you can sleep at night knowing you did
your very best you should sleep well so
do your best and remember number
sometimes customers are just having a
bad day well I hope you enjoyed this
short lesson thank you very much for
tuning in this is Shep hyken reminding
you to always be amazing
As a marketing specialist, part of your job is to create an amazing customer experience for the web page you are working on. However, no matter how hard you try, there will always be customers who are just having a bad day. It can be frustrating when your efforts to please them are not successful, but it is important to remember that their perception is their reality.
One example of this is when I visited a highly recommended restaurant while I was feeling sick. Despite the rave reviews from the people I was with, I did not have the same experience because of how I was feeling. This demonstrates that a customer's perception is influenced by factors beyond your control.
When dealing with difficult customers, it is important to understand what is making them difficult. Some may have legitimate concerns or expectations, while others may just be having a bad day. Just like in the restaurant example, the customer's physical or emotional state can greatly impact their perception of your service.
In a LinkedIn post, Valerie Choniak, the national director of patient experience at Agilent Health, explains how even a hospital known for its compassionate care may struggle to provide a positive experience for a patient who is in great pain. This patient may be the nicest person in the world, but their pain makes them a difficult customer. It is crucial to recognize that customers who are difficult are not purposely giving you a hard time, but are simply experiencing a hard time themselves.
There will always be customers who are chronic complainers or who are having a bad day, and it is important to accept this fact. However, you should continue to do your best to provide exceptional service regardless of the customer's mood. If you can successfully turn a person's bad day into a better one, you have achieved a victory.
It is also important to remember that not every customer experience will be exceptional, no matter how hard you try. Mistakes happen and things can go wrong. What truly matters is how you handle these situations and how you work to fix any issues that arise. You should strive to always do your best, even if you cannot always make every customer happy.
In the end, it is crucial to accept that sometimes customers are just having a bad day. If you can sleep at night knowing that you did your very best, then you can rest assured that you have done all you can to provide an amazing customer experience.
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