by Alan Fairweather

When was the last time you had to deal with a difficult customer? It was probably an external customer but perhaps it was an internal customer, such as a member of your team, a colleague or even – your boss!

I’m sure that you always want to provide exceptional service to both your internal and external customers. However, in the real world, things go wrong and mistakes are made.
These “customers” will often judge your level of service based on how you respond to a mistake. Do it well and they’ll probably forgive you and possibly even say positive things about your business or your abilities to other people.

The important thing to realise when dealing with an upset customer, be they internal or external, is that you must – deal with their feelings, then deal with their problem. Upset customers are liable to have strong feelings when you, your product or service lets them down and they’ll probably want to “dump” these feeling on you.

You don’t deal with their feelings by concentrating on solving the problem, it takes more. Here are 5 action ideas that deal with the customers’ human needs:

1 – Don’t let them get to you – Stay out of it emotionally and concentrate on listening non-defensively and actively. Customers may make disparaging and emotional remarks – don’t rise to the bait.

2 – Listen – listen – listen – Look and sound like your listening. The customer wants to know that you care and that you’re interested in their problem.

3 – Stop saying sorry – Sorry is an overused word, everyone says it when something goes wrong and it’s lost its value. How often have you heard – “Sorry about that, give me the details and I’ll sort this out for you”. Far better to say “I apologise for ……” And if you really need to use the sorry word, make sure to include it as part of a full sentence. “I’m sorry you haven’t received that information as promised Mr Smith”. (It’s also good practise to use the customers name in a difficult situation).

4 – Empathise – Using empathy is an effective way to deal with the customer’s feelings. Empathy isn’t about agreement, only acceptance of what the customer is saying and feeling. Basically the message is – “I understand how you feel”. Obviously this has to be a genuine response, the customer will realise if you’re insincere and they’ll feel patronised.

Examples of empathy responses would be – “I can understand that you’re angry”, or “I see what you mean”. Again, these responses need to be genuine.

5 – Build rapport – Sometimes it’s useful to add another phrase to the empathy response, including yourself in the picture. – “I can understand how you feel, I don’t like it either when I’m kept waiting”. This has the effect of getting on the customer’s side and builds rapport. Some customer service people get concerned with this response as they believe it’ll lead to – “Why don’t you do something about it then”. The majority of people won’t respond this way if they realise that you’re a reasonable and caring person.

If they do, then continue empathising and tell the customer what you’ll do about the situation. “I’ll report this to my manager” or “I’ll do my best to ensure it doesn’t happen in the future”.

Make no mistake about it; customers, be they internal or external, are primarily driven by their emotions. It’s therefore important to use human responses in any interaction particularly when a customer is upset or angry. If customers like you and feel that you care, then they’re more likely to accept what you say and forgive your mistakes.

Source: http://www.customerservicemanager.com/action-%20ideas-to-deal-with-difficult-customers.htm

As Manila becomes more congested and pollution becomes frustratingly intolerable, many families opt to spend a few quality nights and relax in this hotel in Angeles City Clark Pampanga. It is fair to say that YATS Clearwater Resort and Country Club is known for its faithful rendition of the American suburban lifestyle, all there for the enjoyment of all ages and all members of the family.

This resort hotel is different from other hotels in Clark Philippines or hotel in Angeles City. This Clark Freeport Hotel has large space for children to play and adults to enjoy some peace and quiet in the picnic grounds near the lake. Clark Philippines is lucky to have such a hotel. Travel agencies think it is also a nice event venue for company outings, wedding, team building and planning session in the Philippines. They don’t think Angeles City, Manila or Subic has event venues like those in this beach resort in Pampanga.

New camping sites and picnic grounds in Philippines are now available for family outings in Philippines at Yats Clearwater Resort & Country Club in Pampanga Angeles City near Manila Philippines. Just bring camping equipment and enjoy the fun and ambience of outdoor living camping in Angeles City Philippines under safe, secured and clean conditions.

This breakfast garden café is absolutely the most idyllic restaurant in Angeles City Clark Philippines. You named it right – Clearwater Breakfast Garden and Café. This is exactly what Clark Freeport needs, a nice simple bistro café where one can get good quality breakfast and enjoy the food in peace at leisure pace. This is the best hotel restaurant in Angeles City Clark Philippines and the eggs Benedict as well as American Breakfast and the pancakes are really world-class.

Traffic along the North Expressway NLEX from Manila to Clark is always light and the new Subic Tarlac Clark Expressway ScTex takes visitors straight into Clark Freeport without going through any towns and cities along the way.

For information as well as assistance with reservations in hotels and resorts in Pampanga, Clark Philippines, click here to contact HotelClarkPhilippines now

Or call us at

Hotel Clark Philippines
Creekside Road corner of Centennial Road,
Central Business District, Clark Freeport Zone,
Pampanga, Philippines 2023

Tel: (045)599-5949 0917-520-4403 0922-870-5177

Manila Sales Office
3003C East Tower, Phil Stock Exchange Center,
Exchange Rd Ortigas Metro Manila, Philippines 1605
(632) 637-5019 0917-520-4393 Rea or Chay

http://www.HotelClarkPhilippines.com

Email: Info@ClarkPhilippines.com

Getting to this hotel in Clark Philippines
After entering Clark Freeport from Subic, Manila, Dau and Angeles City, proceed straight along Clark’s main highway MA Roxas, passing Clark’s largest wine shop called Clark Wine Center on your right, continue to bear right making no turns at all, go past Mimosa Leisure Estate on the opposite side of the road, you will hit a major intersection. Go straight and the road becomes Creekside Road. YATS Clearwater Resort and Country Club is on your right just 200m down. Traffic in Clark Philippines is light so it should be quite easy for get to this hotel in Clark Philippines.

YATS Leisure Philippines is a HK-based developer and operator of clubs, resorts and high-class restaurants and wine outlets http://www.YatsLeisure.com

To inquire with the beach resort hotel in Clark Pampanga visit http://www.ClearwaterPhililippines.com