If you have been in business very long, you've probably heard it all! You know, the angry customer, who will prosecute the 19 dollar product, which they claim is false, what happens to "close his business" because it evokes in their minds that you have entered the political Your privacy, or those who are guaranteed a full restore of your own money. My favorite has to be one that calls and screams vulgarities into the phone for some reason does not appear.
It does not happen often, but if you are going to be in business, and run across some nut cases from time to time. Some can spread, and some can not. It's just the way things work in business.
There are some simple techniques to deal with angry customers without burning it and you an ulcer without telling them you hope they cancer and die!
Here are some tips that may help you ...
1. Do not take it personal
One thing that almost all nasty customers have in common. I tried to attack you on a personal level. Name calling is not unusual. When you take it personally, you're likely to get into an altercation with the client, which solves nothing and is based only make things worse. In an attempt to calm the situation - the angry killing so kindly mentioned. If this does not work, ask them to contact you again after they have calmed down, and we are ready to talk to a reasonable extent. Refused to speak with a customer in the state of anger. You do not have to put up with abuse ever.
2. Do not overdo the "customer is always right" concept
In the field of training and customer service will always hear that the customer is always right. If this is true to some extent, sometimes they are just completely wrong. You should always try to accommodate clients within reasonable limits, but do not allow the notion of going too far.
3. Know that it is not always a problem you
Sometimes people just have a bad day and you are looking for someone to blame. Customer and hateful, and ugly is often one of those people. If you listen to the cries, and delirium, then respond kindly telling them you understand their frustration, and you want to work with them to reach a decision, and spread in many cases, anger and discover some rational human being underneath.
4. Do not fall for tricks fear of protest
In customer service entrepreneurs tend to do anything to avoid potential damage of a threat, even if it means losing money or giving in to unreasonable demands. When you are exposed, and to examine the validity of this threat. Do you really think this is going to pay thousands of dollars in legal fees to sue you on a low dollar transaction? Probably not. Again, do what you can accommodate within reason but do not yield to threats were unfounded.
5. Be prepared to make a decision whether the customer relationship is worth collecting
You may have heard that a happy customer, one person said about your business while dissatisfied customers tell 10 or more. There is no doubt that word of mouth is better or worse than the exposure of your business. This is the basis of the concept of "customer is always right." Of course, it is best to save the customer relationship if you can, but again, do it within reason.
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