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