Midas-Module2

MODULE 2 DEALING WITH DIFFICULT SITUATIONS AND UNHAPPY CLIENTS Angeline Hayden Founder Midas Customer Service Training www.midascustomerservicetraining.com



TABLE OF CONTENTS INTRODUCTION CHAPTER 1: FIGHT OR FLIGHT REFLEXES CHAPTER 2: BODY LANGUAGE AND THE FIRST ENCOUNTER WITH AN UNHAPPY CLIENT CHAPTER 3: THE IMPORTANCE OF EYE CONTACT AND OTHER BODY LANGUAGE SKILLS CHAPTER 4: HOW TO COUNTERACT NEGATIVITY USING PROVEN SKILLS CHAPTER 5: HOW TO AVOID COMPLAINTS IN THE SALON ALTOGETHER CHAPTER 6: THE CLIENT RECOVERY SYSTEM CHAPTER 7: GOING THE EXTRA MILE AND THE FOLLOW UP CALL

THIS MODULE WILL EXPLORE THE FOLLOWING TOPICS • Flight or fight reflexes • Body language and the first encounter with an unhappy client • The importance of eye contact and other body language skills • How to counteract negativity using proven skills • The client recovery system • How to avoid complaints in the salon & examples of why a client may complain • Going the extra mile and the follow up call We are in the customer service industry and have a duty of care for our clients, and no matter what the situation, it is in our best interest to successfully bring a negative client situation round to a more positive outcome. By doing this you will save an enormous amount of future problems for you and the salon.

A happy client is a loyal one, master the advice and the skills we will teach you and you will immediately experience greater satisfaction that you have dealt with the said situation in the very best way possible. In this Module we will talk about the area of ‘complaints’ and ‘difficult situations’ with clients in the salon. It is likely that you may experience some of these situations and will undoubtably come across these incidents in the salon in your professional work. We aim to prepare you with the skills and knowledge in order that you can deal with these situations in a professional and capable way, and you will then have the confidence to know that by using the skills we teach you, you will gain an insight into a proven way to manage and reduce the stress that can arise if the situation is not dealt with correctly. We will teach you to handle difficult situations and face to face conflict with clients. We will cover certain ways to ensure that the situation does not escalate into something irretrievable. We can help you ensure the salon keeps its reputation for a professional approach and ultimately turn an unhappy client into an ambassador for the salon. Master these skills and you will have peace of mind! “70% of the customer’s journey is dictated by how the customer feels they are being treated.” - McKinsey -

CHAPTER 1: FIGHT OR FLIGHT REFLEXES Taking the complaint on a personal level and Flight or Fight reflexes Initially when you are dealing with angry or upset client we have an inbuilt natural instinct to take it personally, it’s human nature. This is usually because the complaint is directed at you by the client, but we have to take a moment to make sure we do not react to this situation. We also will experience what is called a ‘flight or fight’ reaction, but we cannot respond to this as we are being confronted by the client and there is literally no where to go. We cannot actually do either in these circumstances, we cannot take ‘flight’ or leave the situation and it would be counter productive to respond in a ‘fight’ type way of course!

You need to recognise the symptoms that you are feeling immediately and refocus so that you can deal with the situation for the benefit of the client. Here is a simple yet effective mind map to show the types of feelings that the client may have, it is very important to know how they may be feeling, and once we identify these feelings, we can empathise with them, build trust and then help them with their issue. Let us not forget, no one really likes to complain, so we must be understanding of the client’s feelings. These are some of the negative feelings a client will be experiencing if they have to complain

CHAPTER 2: BODY LANGUAGE AND THE FIRST ENCOUNTER WITH AN UNHAPPY CLIENT Firstly we will study the key points of body language - Here we explore what body language is and how it can help the situation. We will also take into account our own body language and how it can alter a situation, with the skills we will teach you you will be able to read not only your clients body language, but be able to adjust yours to ensure the situation does not escalate into an irretrievable situation. Body language refers to the nonverbal signals that you use to communicate your feelings and intentions. It includes your posture, your facial expressions, and your hand gestures. The ability to understand and to interpret body language can help you to pick up on unspoken issues, problems or negative feelings that other people might have. You can also use it in a positive way to add strength to your verbal messages.

Negative body language includes: Folded arms. Tense facial expression. A body that is turned away from you. Poor eye contact. Positive body language includes: Smiling Open body position (arms unfolded). Upright posture. Relaxed and open facial expression. Arms hanging relaxed by the sides. Regular eye contact. Smile if appropriate Nodding to let them know you have heard them Have a look at this short video which covers a few small but significant skills

We are going to explore the real life situation here, and we want you to imagine a client has come into the salon with a complaint. Scenario - The client has come into the salon to let you know they are very unhappy As we explained previously in this section - initially you need to - Listen fully Don’t interject The client wants to tell you what they want to tell you, so listen. You have one mouth two ears, use them accordingly! This also allow you to access the situation Think of this as an inflated balloon, it is fully blown up, rigid and taught! Just like the client may be, there is no give at all, you can’t prod it or poke it, and if you did the balloon would return back to it’s rigid and taught state! Or explode!! We are trying to show you that this would not be the way to deal with your upset or angry client. Instead, you have to ... Listen Allow the client to fully ‘deflate’ by telling you how they feel, how they are feeling and why they are so upset, you will then see a natural physical ’deflation’ Only then will you be able

to interject, assure the client and show real empathy towards them. then the client will actually listen to what you have to say. So it makes perfect sense to allow this process to happen. Balloon inflation Tutor Talk - Midas Customer service Tutors are also body language specialists, we use body language in all of our training, it will be especially beneficial in this section of the client’s journey. How to use body language when dealing with a difficult situation If a client has come into the salon and you are behind reception, they may well start off by telling you about their complaint, stay there for a few minutes, or at least until the client has off loaded with their complaint. Remember the inflated balloon.

Stay behind the desk using when appropriate, open handed hand gestures. These will show trust and they are positive signals. Keep your hands beside you the whole time, do not cross your arms or put them on your hips, this will be counter productive to the result you will want to achieve.This would show as a negative gesture to your client. Once the client has spoken move out from the desk to shorten the gap between you. You are creating a less formal, and a more personal and trusting situation. By moving towards the client and using positive body language this will help dissipate the situation and the negative feelings coming towards you. • Listen, you have two ears and one mouth use them accordingly. • Listen until they stop.

Once your client has either stopped talking, or come to a point that you could make a move to answer them Beware the client may take time to voice their complaint, allow them to totally finish what they are saying, only then can you respond. Using the right tones of voice, slow and calm, this will help the client become calmer, tell them you appreciate them and you are pleased that they have brought this unfortunate situation to your notice, and that you will do everything to help make this better for them. Something like - “Thank you for bringing this to my attention, I can assure you that I will do everything I can to ensure this is dealt with and that this is put right for you.”Then stop talking! Once you have delivered this to your client, there really is no where for them to go apart from to listen further to you, as you have not only agreed with them, you have understood what they have said and you have indicated that you are going to deal with their complaint and will ensure a positive outcome for the client. You have ‘Empathised’ with them.....physically with body language and verbally with powerful words. Empathy is a term often used to describe the ability to view a situation or problem from another person's point of view. The importance of the nonverbal aspects of speech might be better emphasised by making you aware of a study carried out to assess in what proportions facial expressions, non verbal aspects of speech, and speech itself affected the impact of a message in a face to face encounter

• Speech or Words 7% • Body language 55% • Tone of Voice 38% Surprising as it may seem: facial expressions accounted for 55% of the impact nonverbal aspects of speech for 38% speech, itself 7% In short, only seven percent of the impact is verbal, the other 93% percent is nonverbal. The verbal element is much less significant than is commonly supposed. The very fact that nonverbal aspects of speech create 93% of the impact only goes to show that It isn't really what you say that matters, it is the manner in which you say it. It may be that when you are in a salon environment you will now become far more aware of facial expressions, body language and the unspoken word. Make a point of studying clients and other members of the salon staff, and see how many are detailed and hidden! Write down points of interest you can see when others are in face to face situations or just going about their work with their clients. See how important the facial expressions are, how they differ from person to person, and how a situation can evolve over a short period of time to ensure trust is not only built, but continues to grow. • Body language • Tone • Words

CHAPTER 3: THE IMPORTANCE OF EYE CONTACT & OTHER BODY LANGUAGE SKILLS We will now discuss some of the aspects of this interesting subject - Eye contact & small gestures It's good to maintain eye contact 70% to 80% of the time. Any more and you might appear threatening, any less and you may appear uncomfortable or disinterested. Good eye contact exudes confidence, engagement and concern. Plus, it will help you read your clients' emotions and body language by observing. The gestures and subtle body movements we make enable us to make full use of our skills in body language. Our head movements, facial expressions and eye contact that we have discussed are, naturally, of great importance, but their use is limited.

Gestures allow for a degree of expression that is not possible with other aspects of nonverbal communication. It is the use of gestures and other body movements that convey specific meaning that we most think of when we talk about body language. It is good to know the functions that gestures can serve : Emblems These are movements that are substitutes for words, such as • Yawning - tired - disinterested • Shaking the fist - angry - frustrated • Hands on hips - disinterested - lack of respect • Arms crossed - uninterested-angry-stubborn Illustrators These are movements that accompany speech- Clapping hands whilst shouting positive words - encouraging and supportive Hands on hips whilst reprimanding another person - dominating and controlling Throwing hands in the air whilst conveying a complaint or dissatisfaction of a situation - expressing their views emotionally

Adaptors Movements such as scratching one’s head, rubbing hands, playing around with objects which tends to shed light on a person’s emotional state i.e.; nervous or untrustworthy. So, we can asses someone’s emotional state just by observing them and their actions. Avoid touching your face. There's a common perception that people who touch their faces while answering questions are being dishonest. While this isn't always true, it's best to avoid fi ddling with your hair or touching your mouth or nose, particularly if your aim is to come across as trustworthy. Tone of voice. Keep your voice low and slower than the clients, this will help show your client that you are in control of the situation, which will help them calm down, if you are both stressed and your voice is harsh, it will escalate the situation, you will get further away from a good reconciliation this is to be avoided at all costs.

CHAPTER 4: HOW TO COUNTERACT NEGATIVITY USING PROVEN SKILLS So, to achieve all of this you will need to use these skills so that the client can see that you - Empathise with the client - Empathy - ‘Is the ability to understand what another person is thinking and feeling’ By nodding your head and tilting it slightly, it will show that you are not only listening but you empathise with your client and the situation, this will help dissipate the negative build up. Are understanding to their complaint - they will feel that you are on their side and wish to solve this complaint for them. Are someone who can help them come to a mutually positive outcome - The outcome is what the client will be focussed on. It is up to you to make moves to solve this problem and make sure you turn an unhappy client into a happy client, (we talk about this later on in the Module) and the next step would be to make sure the client has nothing but good to say about how the complaint was handled, as this for the client will certainly be a talking point.

Afterwards document the whole conversation write down exactly what happened and tell your client exactly where they are in the process, use the techniques of predictive selling. At Midas Customer Service Training we would insist on documentation of a complaint as this is not only the professional way but is evidence for all included if the complaint gets elevated. Predictive selling is the system that explains the journey of what actions you will be taking. When you explain to your client what you are going to do about the situation and the possible outcome, you are allowing your client to see the journey that you will take them on, and by doing this the client will appreciate your efforts in making the experience they have been through better and they can clearly see towards a positive outcome for them. It is all about turning the problem around and take control of the situation, this way you will ensure that your client will not continue to complain and get out of control. Allow your client to feel that they are a part of the decision to be made, a good phrase to remember is - IF I -COULD YOU- WOULD YOU?

Ask the client what they want to put the complaint right? It is worth asking at this stage, it could be that the client knows exactly what they want to be satisfied, and it may be far less than you anticipate! So, what you are doing is not only controlling the situation but you are including them and making it appear it is a joint decision which will be a mutual outcome for both parties. Make assurances that all is well, and if something does need adjusting or changing then not only you can do it, but you will do it for free. (Obviously you may need to clarify this with your Boss or manager before committing to anything) If it is in your seniority you could offer a gift to show appreciation to your client for bringing this to your attention.

CHAPTER 5: HOW TO AVOID THE COMPLAINT ALTOGETHER & SOME EXAMPLES OF POSSIBLE COMPLAINTS IN THE SALON - Hair colour/cut situation Consultation is the key, if you and the client have a great consultation there should be no need for a complaint. You have delivered a full consultation, the client is aware of any major changes to their hair, whether it be a cut or colour change, let the client know exactly what the final look will be, use Pinterest or a similar visual tool to discuss the final look, make sure the client appreciates that the final outcome will perhaps not be exactly like the image or photo, but that due to their hair being a different texture; colour or cut you will do your best to match and create what the client wants to achieve.

This way you are not promising something that you cannot deliver! We will cover the subject of consultation further on in the course in more depth. Remember always explain what you are going to do and when, this way the client will have the knowledge of the journey and the process. Stylist running late One of the major reason why a client leaves a salon unhappy is the stylist is constantly running late, We have all run late for our clients and sometimes it is unavoidable, the secret is not to make it a habit, ensure that your clients that are booked in with you have ample time for their appointment.

CHAPTER 6: THE CLIENT RECOVERY SYSTEM It is about you being empowered to handle situations, learning the simple ways of tone of voice, body language and confident speaking. All of these skills will assist you if you are ever in a negative or difficult situation. Remember the following to help you deal with difficult situations, learning the simple ways of tonality, body language and confident speaking. All of these skills will assist you if you are ever in this situation.

L-A-U-R-A Listen - Really listen to what your client is saying to you, show that you are listening with positive body language. Acknowledge - make sure that your client realises that you have listened and you have fully understood what your client is saying. Repeat the problem so that they hear you have heard them. Understand - Let the client know that you have understood fully the complaint. Relate - Show that you have related to the clients complaint, allow them to know that if given the same situation that you would not have been happy either. Act - By acting immediately your client will see that you are already doing something about the complaint, they will have calmed down and will be more receptive to the outcome.

If you need assistance you can ask your manager or the owner to help, the client will feel that you have brought to the table a more senior person who will listen to them, they may change tack completely once you have added another person to the mix. Some people will almost always require a more senior person to deal with their complaint, it is not to be taken personally and probably nothing you have done right or wrong, but merely a personal preference by the client when they have a complaint. THESE ARE SOME OF THE EMOTIONS THAT WE ARE DRIVING TOWARDS ACHIEVING FOR THE CLIENT

CHAPTER 7: GOING THE EXTRA MILE AND THE FOLLOW UP PHONE CALL By making a phone call to your unhappy client the next day will help finalise the process of looking after your client to the end. You need to make sure when you call that they know you are doing so to ensure they are happy with the outcome, there are several questions you could put to them and you could mention this - “I am sorry that you had reason to make a complaint yesterday and thank you again for bringing it to my attention, I am just calling you to make sure you are happy with the outcome?” Wait for the client to speak...

If they are happy then let them know how valued they are to you and the salon, ensure that the situation will not happen again, this will reaffirm to your client that it was perhaps a one off, and they will not be in that situation again. Never assume that the client is completely happy until they tell you that they are. If they are borderline happy then make a gesture of goodwill. You can offer a free treatment next time they come in to the salon as a gesture of goodwill and your appreciation for them being so understanding, they almost never refuse this gesture, the costs are small in comparison to the negativity that could carry on if you did not offer something. Finally make notes of the complaint, and the outcome, explain how you resolved the situation. This will show you how you dealt with it and if you need to improve on the way you handled it, you can do so by re-living the experience. THE COMPLAINT IN THE SALON SCENARIO AND ROLE PLAY Although you may not own the salon at this stage in your career, we still will take a look at how a complaint may be dealt with by the Manager/Salon owner. As the experience of empathy and positive body language skills that we must show our clients who feel the need to complain will ensure you are aware of certain responsibilities, responsibilities we have to our salon reputation and of course our clients.

So the situation is a client has had a reason to come in to the salon to complain about their hair, it may go something like this………….. YOU will be the Manager/Owner, be in their shoes just this once!



SUMMARY • Client came into the salon to complain about their hair • You empathised with the client and used the skills you have been taught • The client responded the only way they could- positively • You used positive body language and soft but confident tones in your voice • You made good eye contact with the client to build trust • You guided the client through to a successful re-book and turned an unhappy client into not only a happy client but one that will re-book and stay with the salon because of how the incident was dealt with. • It is also likely that the client will tell others that although there was a problem, it was sorted quickly and efficiently. • They may well become an ambassador for the salon due to the nature of the way in which the complaint was dealt with.

Well done for handling this situation with empathy, confidence and positivity. You now have the skills to go forward and wow your clients, and if they do have a reason to complain, you will be able to - • Assess the situation in a calm and professional manner • Empathise with your client • Be able to build trust with your client • Offer confidently a positive outcome for your client • Show your client that they are in safe hands and you will do anything it takes to come to a mutual understanding and outcome that your client will be happy with • Recover the situation and maintained your salon’s excellent reputation for exceptional customer service.

YOUR CLIENT WILL FALL BACK IN LOVE WITH YOU AND YOUR SALON We do hope you will never have the need to use these skills... but if you do, you know how to wow your client, go the extra mile and ensure you keep the excellent reputation of the salon and your client remains with you. Practise this ‘Role Play’ scenario as part of your Assignment, choose to be both the client and the Owner/Manager, you will then see from both sides and learn some of the skills we have talked over in this module ASSIGNMENT 1 Role Play - Role play is an important part of learning, it allows us to practice a difficult situation in a safe environment, it enables us to become comfortable with the delivery of information with our clients, helps us understand how the recovery system works and how we can deal with certain areas of conflict should they arise.

To help you we have designed a role play section you have seen earlier in this module, this will put you in a situation where you will be able to have the skills and language to help retrieve and solve a tricky and delicate situation in the salon with an unhappy client. Practise this with one of your peers or even your salon manager/owner. Feel how empowering it can be to help an upset client, to help them to resolve a situation and feel the positive vibes it can bring to an awkward and unsettling situation. Try and add your own positive body language techniques that we have covered in this module. Write about them and how you’d them to your advantage. Try and read some of the negative body language signals from your upset client, make notes of the types of signals you read. Explain what you saw and how it made you feel. Write a brief description of a situation where you or someone you know had to complain about a product or service. Using these prompts 1. What was the product or service? 2. What was the complaint? 3. How did the person you/they spoke to deal with the complaint? 4. What was the outcome of the complaint? 5. How satisfied was the person who complained with the outcome?