| Providing good customer service to a
| |
| | but I might be wrong. Let's look at this
|
| difficult customer or client can feel
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| | together." Being willing to admit that
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| like walking a diplomatic tightrope. But
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| | you could be wrong will make it easier
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| if you handle a customer's complaint the
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| | for your customer to admit that he might
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| right way, you can turn the situation
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| | be wrong, too. Even if you know for a
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| around and even turn that person into a
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| | certainty that he's wrong, begin by using
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| loyal customer. Here are some tips to
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| | diplomacy so that your customer can 'save
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| help you when faced with a difficult
| |
| | face' if he's proven wrong. If he feels
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| customer.
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| | humiliated, you've probably lost any
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| Don't Take It Personally
| |
| | chance for future business with him.
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| How you handle the first contact with a
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| | If You're Wrong, Admit It
|
| dissatisfied customer is critical to
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| | If you or someone at your company has
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| diffusing the situation. If a customer or
| |
| | made a mistake, admit it and apologize,
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| client approaches you with an adversarial
| |
| | sincerely and in no uncertain terms. If
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| attitude, voice raised, he isn't seeing
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| | you've missed a deadline, mixed up an
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| you as an individual at that moment -
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| | order or delivered a product or service
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| only as a representative of your company.
| |
| | below your usual standards, there really
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| Try to remain objective, and don't take
| |
| | is no acceptable excuse to a customer who
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| it personally. If your first reaction is
| |
| | was depending on you.
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| to become defensive, you're already well
| |
| | If you agree that your client has a right
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| on your way to losing control of the
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| | to be upset, you've effectively removed
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| situation. Let him do most of the talking
| |
| | any grounds for argument and you can
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| initially, and just listen.
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| | begin to negotiate a resolution. When a
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| Try Honestly To See Things From Your
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| | customer complains, sometimes what
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| Customer's Point Of View
| |
| | they're really saying is, "How are you
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| Show respect for your customer's
| |
| | going to make this right?" In effect,
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| opinions. Whether he's justified or not
| |
| | they're giving you another chance. The
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| in being upset, it's important to put
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| | customer you've truly lost is the one who
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| yourself in your customer's shoes for a
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| | doesn't complain, but simply never
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| moment. Use phrases like, "I can
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| | returns.
|
| certainly understand why you'd feel that
| |
| | Decide If You Really Need The Business
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| way." Draw on your own experiences as a
| |
| | The only way to win an argument is to
|
| dissatisfied customer. You may have been
| |
| | avoid it. But there will times when,
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| more diplomatic in the way you asked to
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| | despite your best efforts, you will have
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| have your complaint resolved, but you did
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| | to decide if the difficult customer's
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| expect to be treated with respect and
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| | business is worth the time and emotional
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| taken seriously. If you can do this for
| |
| | strain it costs you. Fortunately, these
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| your difficult customer, in most cases
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| | situations are the exception.
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| he'll begin to calm down at this point.
| |
| | Handling difficult customers can be
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| Call Attention To A Customer's Mistake
| |
| | challenging, but it's well worth
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| Indirectly
| |
| | mastering the negotiation skills required
|
| It's seldom a good idea to directly tell
| |
| | to win their loyalty. When they're
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| anyone that they're wrong. Such a direct
| |
| | satisfied with the way you handle their
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| accusation causes embarrassment, builds
| |
| | complaints, they can also be among your
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| resentment and hardens someone's
| |
| | biggest sources of referrals. And since
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| attitude, and makes it less likely that
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| | customers are the lifeblood of any
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| the person you're talking to will want to
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| | business, the more you can rely on
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| listen to what you have to say.
| |
| | regular customers and referrals then the
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| If you think that your customer or client
| |
| | less time and money you'll have to spend
|
| has made a mistake, begin by using
| |
| | to get new business.
|
| phrases like, "Well, I thought otherwise
| |
| |
|
