RE: Moving forward, turning negative into positive
First, treat SFI like any other company with a customer service complaint. Handle the complaint. What is causing their negative feelings toward SFI? Have they EVER been a member of SFI, before? Did they know SFI is listed with the Better Business Bureau? Do they know SFI is FREE and does not even require ANY start-up-costs, like some companies do? Do they know they can earn while they learn? Know all the pros and cons about SFI. The con's are the hardest part for me to think of, but if there are negative feelings about SFI, I am sure the reasons will be provided. Do not tell them anything that is not true. If you cannot answer questions, it is best to say "I will contact my team leader and get back to you with the answers."
Second, offer them a gift card, as most people do when they have an unsatisfied customer. Say, I apologize that you feel this way; here is a gift card to hopefully make it better. If you don't find anything you are interested in at SFI, please pass it on to someone that you think may enjoy this gift card. Also, offer them a chance to make SFI better. Tell them if you cannot resolve their issue now, SFI has a suggestion box so that you may tell SFI why they are not happy about SFI. Then get this person's contact information, so that you may submit a ticket to SFI on the customer's behalf, and contact this person when SFI has advised you how to proceed with this customer's concerns. Remember, you are NOT alone with SFI. This is not negativity towards you it is just an issue that needs to be resolved to make this person's experience better.
Third, think of this experience just like you were working at any company, and you have a negative or dissatisfied customer or guest. Handle it the same way. If you are not a manager at the company, you would get assistance from the manager, just as you would get assistance from your SFI leaders or someone with more experience than you. Or, you may try to handle it on your own with gift cards, or offer suggestion box to make it better, or a solution to this problem, as with any company. If you were working at a department store, and someone mentioned they did not like your prices, and they will shop elsewhere, that company would do anything possible to keep this customer. This is what you should do when someone talks negatively about SFI. You defend the company, but respect the customer, after all without customers there is no company, really.
To handle a negative situation, we must learn first what is making SFI appear negative to others, and getting that person to think differently about SFI. You will need to just answer all the questions, or try to, and turn their comments to positive.
Did you know that most companies have positive and negative comments about them? SFI is also backed by the BBB Better Business Bureau. You may wish to mention this to people. This means that if there is a complaint, SFI usually resolves them, because they wish to remain a member of the BBB. Not all companies can be members. This proves SFI is a reputable company. Mentioning this may help the person feel more positive about SFI, too. Also, the fact that SFI has been around over ten years may be important to know.
Usually, when a person has never heard about a company, they are not going to speak positive about a company, because they do not trust companies they have not done business with. This is why it is important to always have gift cards, so that people know they can visit SFI for FREE, and learns all there is to know about SFI, and then they will know enough information to be able to trust SFI, and begin not to feel so negative about SFI, anymore.
Negative customers CAN make great customers, if handled correctly. Did you ever notice long lines of unhappy people in a department store, with many returns, because they had a negative experience? When the customer service personnel hand them a gift certificate to their store, they do NOT actually lose the customer, and the customer's whole personality changes, and they return to the store, again, happy? SFI is your department store, just like this. Customers are NOT always happy, you know? It is up to the customer service representative, in this case YOU, to handle the situation professionally, and courteously, and get the help of your leaders if you need assistance. This is just like any other company you represent.
If you worked at any other place, besides SFI, and someone came in with a negative attitude, think of ways you would handle this situation, too. Then you may handle SFI the same way. You must remain positive about the company you work with. If you work anywhere to be successful, you must always remain positive. Think of this as a learning experience. You wish to find out why these negative feelings are there, and turn them around. Focus on the problem, listen to the customer, repeat the customer's concerns back to them, so they KNOW you were listening, and then come up with a solution to the problem that gives the customer a positive impression about the company. This is great customer service that is required for any company.
There are also many articles online that help answer this question for you. I had customer service experience, before. However, I read many training books, and watched many modules to teach me. You can benefit by learning about good customer service skills, as this will teach you how to turn complaints or concerns into positives.
I hope this has helped. I had many times to deal with negative people. Some of my friends, family, and relatives do not even understand some of my decisions, or income choices. Yet, after they see how well I am at it, they still come to me for advice. Sometimes, negative people seek out those with a positive attitude, as they see your confidence and trust that you have the ability to share your experiences with them, and resolve conflicts. And with practice, you will be able to do it. I know you can! You already made an important step to remaining positive...you asked the right questions in the right places.
I have faith you will do well with SFI.
Have a great SFI day...and dream big! Don't let anyone else get in the way of your success! SFI is a great company to be a member of.
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