Angry Customer At Bank Essay
The customer may always right, but that doesn't mean all customers are easy to deal with. Anyone who's ever worked in customer service can tell you, customers can be downright unruly. Still, if you want to stay in business, you've got to deal with them. Finding techniques that help you disarm unhappy customers and win them to your site is the key to providing great customer service – even when you really want to kick nasty customers to the curb.
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Mike Effle, CEO of Vendio, a multichannel ecommerce solution, knows a thing or two about how to deal with difficult customers. He offers 10 tips on how to turn a bad customer service situation into an opportunity to improve your business.
First and foremost - listen. Do not try to talk over the customer or argue with them. Let the customer have their say, even if you know what they are going to say next, and even if they may not have all the information or be mistaken. As you listen, take the opportunity to build rapport with the customer.
Build rapport through empathy. Put yourself in the customer's shoes. Echo back the source of their frustration and show that you understand their position and situation. If you can identify with a customer's issue, it will help calm them down. If you verbally "nod" during the call, the customer will feel better understood.
Lower your voice. If the customer gets louder, start speaking more slowly and in a lower tone. Your calm demeanor will reflect on them and will help them to settle down. As you approach the situation with a calm, clear mind, unaffected by the customer's tone or volume, anger will generally dissipate.
Assume all your customers are watching. Pretend you are not talking only to the customer but to an audience that is watching the interaction. This shift in perspective can provide an emotional buffer if the customer is being verbally abusive and will allow you to think more clearly when responding. Since an unruly customer can be a negative referral, assuming they'll repeat the conversation to other potential customers can help ensure you've done your best to address their concerns in a calming way.
Know when to give in. If not satisfying the customer is going to take two hours and a bottle of aspirin and risk negative referrals, it is probably better to draw a compromise a bit more in their favor to give you more time to nurture your more productive customer relationships. Keep in mind that the interaction is not typical of most customers, and that you're dealing with an exception.
Never get angry or upset. If the customer is swearing or being verbally abusive, take a deep breath and continue as if you didn't hear them. Responding in kind will not solve anything, and it will usually escalate the situation in a negative direction. Instead, remind the customer that you are there to help them and their best immediate chance of resolving the situation - often this simple statement will help defuse the situation.
Never take it personally. Always speak to the issue at hand and do not get personal, even if the customer does. Remember that the customer doesn't know you and they're just venting frustration at you as a representative of your company. Gently guide the conversation back to the issue and how you intend to resolve it, and try to ignore personal comments.
Remember that you're interacting with a human. Everyone has bad days. Maybe they had a fight with their spouse, got a traffic ticket that morning or have had a run of bad luck. We've all been there, to some degree. Try to help make their day better by being a pleasant, calming voice – it'll make you feel good too.
If you promise a callback - call back! Even if you promised an update that you don't have yet, call the customer at the scheduled time anyway. The customer will be reassured to know that you were not trying to dodge them and will appreciate the follow-up.
Summarize the next steps. At the end of the call, let the customer know exactly what to expect and then be sure to follow through on your promises. Document the call to ensure you’re well prepared for the next interaction.
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Barclays’ Internal and External Customers
- Length: 2052 words (5.9 double-spaced pages)
- Rating: Excellent
Barclays’ Internal and External Customers
Barclays offers a wide range of services to both internal and external
customers. Internal customers are member of staff/colleagues that work
in an organisation. Examples of internal customers in Barclays
include: Small Business Managers, Customer Relations Team, telephone
operators, Financial Planning Managers, Customer Service staff,
Counter staff, Accountants, Consumer Relations Team, and Relationship
Managers. Externalcustomers are the majority of individuals who lives
in the local areas. Examples of external customers of Barclays
include: disabled people, elderly, foreign people, parents, couples,
widows, divorcees and students (from schools, colleges, and
Barclays has number of internal customers who works for them, and also
does banking with them. About 5% of accounts belong to Barclays’
staff. It is very important for Barclays to have internal customers
because, without them, the financial organisation will have
difficulties to meet the needs of external customers. For example, if
you image the organisation as an iceberg, only 1/10th is above the
water (the external customer), but 9/10th is hidden below the water
(internal customers) which, is supporting external customers. This
good example of importance of internal customers was extracted from
the following website:
www.citysun.ac.uk/newonline/customercare/task1/intro.htm. So, if you
remove the bottom half of the iceberg (internal customers), top half
of the iceberg (the external customer) will sink- in the other words,
the whole organisation will come to an end. It is important for
Barclays to treat their internal customers in the same way, as they
treat their external customers.
The advantages of having internal customers to employees:
* Better working conditions
* Better job satisfaction
* Less stress
* Having the ‘feel good’ factor
* Being part of a good working team
The advantages of having internal customers to the organisation:
* Less waste and stoppages
* Improved communications
* A happier workforce
* Fewer problems
* Increased customer loyalty
* Better service to external customers
The advantages of having internal customers to the external customers:
* A higher, sustained level of service
* Faster responses times
* Knows that the organisation cares
As a result, internal customer care is based on good manners, knowing
where your job fits in, working efficiently with colleagues, working
as a member of a team, and respecting colleagues’ needs and rights.
Organisations, such as Barclays believe that, there are three kinds of
attitudes and behaviours towards colleagues that would be essential
for quality internal customer care:
1. Caring for colleagues- this would include: making individuals
feel good- this will help them to work better, they would become
more cooperative, responding reasonably to their needs, and
accepting a sense of shared responsibility
2. Cooperating with colleagues- this would include: can get things
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Barclays Customers External Internal Wide Range Customer Relations Treat Job Satisfaction Small Business Working Conditions
done more easily and quickly, things will not get left when a
colleague is absent or ill, and doing things without waiting to be
3. Communicating with colleagues- this would be include: information
reaching those who need it, a better understanding of what is
needed, quicker reaction, sharing ideas, and sending information
quickly and accurately
An internal customer has number of rights and responsibilities in an
organisation. If an internal customer is not taking his or her
responsibilities very seriously, it will have a major impact on the
external customers, and will affect whether they can come back, and do
business again. If a situation like this occurs, Barclays will have
bad reputation, poor customer service, and will lose most or all of
their external customers.
The rights of the internal customer are as follows:
* To be treated with good manners and respect
* Receive the information and support required
* Be trusted
* Express views and opinions (they should only relate to work)
* Ask for help and receive it
* Refuse demand which are unreasonable
* To make mistakes
* Care about customers
* Be treated equally and fairly
The responsibilities being an internal customer are as follows:
* Believe in the kindness of colleagues
* Listen to the views and opinions of colleagues
* Be approachable
* Share decisions about work
* Provide help as and when this is needed
* Avoid making unreasonable demands on colleagues
* Treat colleagues fairly
* Learn from mistakes and do it right the next time
* Meet customer needs
* Being flexible and provide support
* Work to good standard
Barclays has number of external customers, who does not work for the
organisation but, do banking with them. There are number of different
types of customers, who do banking with the organisation, e.g.:
* Foreign people
* Elderly people
* Blind people
* Deaf people
* Physically or mentally disabled
I have already explained each of these customers in detail, on pages
Now, I am going to describe the main characteristics of different
types of customers:
* An aggressive customer
* An assertive customer
* An nervous customer
* An submissive customer
* An angry customer
* A complaining customer
* An elderly customer
* A foreign customer
* A blind customer
* A deaf customer
An aggressive customer
This type of customer demands what they want with little or no concern
for others. They can be angry, self-righteous, cynical, arrogant and
patronizing. Their behaviour may show glaring and severe eye-contact.
They would say: “You must…” or “There is no alternative…” Their
thoughts are: “I must be in control”.
To deal with this customer, staff member should always remain pleasant
An assertive customer
This type of customer clearly asks for what they want in an
unthreatening manner. They are direct, open, stable, and relax usually
with a firm clear voice. They would say: “I think…”or “I feel...” This
type of customer listens to what the staff member have to say about a
product or service. They usually make up their own mind. They have
their own opinions but, thinks about the opinions of others.
A nervous customer
This type of customer may seem disturbed and nervous. They may show
this by putting their hands in and out of their pockets, and fiddling
with something, such as a clicking pen.
A submissive customer
This type of customer may avoid eye-contact and not look directly at
the other person. They will know they need a specific product but, may
ask staff what they suggest they should buy. They may not be able to
make a decision, after listening to staff’ advice, and may want staff
to make that decision for them. They would say: “er…er…” or ramble and
To deal with this type of customer, staff members should ask
questions, so that they will know what kind of product will be best
for their needs. Staff members should always find out what is best for
their customers so, as a satisfied customer, they will come back.
An angry customer
This type of customer is demanding or abusive. Staff members should
listen to what customers say, at all times. Staff members should be
sympathetic, and should never criticise their (customer’s) statements
To deal with this type of customer, staff members should always remain
calm. Remaining calm will help this type of customer to calm down,
too. If it is a face-to-face conversation, take the customer to one
side, if the individual is disturbing other customers. If staff is
having difficulties to calm down the customer, they should call for
their supervisors, for help.
A complaining customer
This type of customer can be aggressive, for one of the following
* Perhaps the customer is uncertain of themselves
* Perhaps the customer is shy
* Perhaps the customer know they damaged the product themselves, and
are trying it on
To deal with this type of customer, staff should listen to the
complaint without, disturbing the customer. Staff should remain calm
and this will calm down the customer, too. If the customer is very
upset, staff need to apologise to them but, should not accept
responsibility. If the customer is still depressed, staff should
follow the complaints procedure.
An elderly customer
Staff should treat elderly customers as they would do to other
customers. Staff members should always make themselves available, if
they ask for help.
A foreign customer
It is sometimes difficult for staff members to understand foreign
customers because, of their heavy accent and how fast they speak.
Staff members should listen to the customer patiently and should use
easy-to-understand language, without using specialised terms and
jargons. If it is a face-to-face conversation, staff members should
allow customers to direct them to the product they are interested in.
Staff members should write down anything that their customer can not
understand, such as price so they can read it. If the communication is
taking place over the telephone, staff members should send the
information that they (staff member and customer) have been taking
about to the customer, who will check it out.
A blind customer
If a blind customer comes in alone, staff should help and provide
guidance to the person. If it is a face-to-face conversation, staff
should not raise their voice to a blind customer because, it is wrong
and the customer is not deaf but is blind. Staff members should tell
their name as they approach to a blind customer. Their voice will
guide the blind customer. If the customer requires help, staff should
guide the customer with light pressure on their free arm.
A deaf customer
If it is face-to-face conversation, staff members should look directly
at the customer when they speak slowly and clearly, for them to lip
read. If the customer asks a staff member to raise their voice, do so.
Staff should use a notebook and pencil to write down anything
important for the customer to understand.
External customers are more important than internal customers to
Barclays because, there are more external customers doing banking with
the organisation than internal customers, and external customers is
the reason many organisations provides goods and services.
Barclays need to satisfy the needs of customers so that, they can come
back to use the service, again. This is known as repeat business. If
an organisation does not satisfy the needs of customers, customers
would become dissatisfied with the product or service, and will likely
to complain about this to the organisation.
I have listed some of the things that customers often complain about:
* Not as advertised
* More expensive than estimated
* Injurious to health
Products that are:
* In wrong size or colour
* Adversely affected by washing or cleaning
* Damaged or not functioning very well
* Dirty or scratched
Organisations, such as Barclays have a procedure for dealing with
customer complaints quickly, and efficiently. Barclays has a customer
complaint policy which is displayed on the website. It is
Small complaints are dealt by staff members, for example, a customer
complains that his or her fries are cold. More serious complaints, for
example a customer complains that his beer contains a fly, must be
referred to a senior manager.
There are six golden rules for staff member to remember when, dealing
with unhappy customers:
1. Show concern for the customer’s feelings- staff should be
sympathetic and listen
2. Note down any important details for the customer
3. Do not make excuses or try to cover up
4. Never lose your temper- it will only infuriate the customer more
5. Always inform the customer clearly about how the complaint will
be dealt with, how long will it take, and who will handle the
complaint- this will show customers that you care
6. If a customer is abusive or threatening, staff should seek
assistance from senior staff
Barclays knows that every customer have different needs because;
everyone is different from one and another. For example, the needs for
a wheel chair user would be, to have easy access into branches, and to
have large and clear signs for the individual to see and read.
Even though, we are all different and we have different needs, we have
same desires when we visit Barclays Bank, e.g.:
* we want to pay in money into our account by cash or cheque
* we want advice on financial and legal issues
* we want information on career in banking
* we want information in Braille, large prints and in different
Whether customers are internal or external, Barclays need to build
good relationship with customer, for the following reasons:
* understanding customer needs
* always put customers first
* to establish customer satisfaction goals
* communicate in a positive manner
* make the buyer feel good
* zero defects
* smile to every customer
* display strong business ethnics
* if there a complaint, they should be all followed up
* a professional approach to complaint handling is important