Here are 7 common mistakes well-intentioned professionals make when it comes to dealing with unhappy customers. Learn exactly what not to do so that you’re well positioned to completely regain the goodwill of unhappy customers after any service mishap.
1. Telling the customer he or she is wrong. You will be smart to NEVER tell a customer they are wrong or mistaken. Telling a person they are wrong arouses opposition and will make the customer want to battle with you. (Ever tell your spouse they are wrong?) It is difficult, under even the most benign conditions to change peoples minds. So why make it harder by starting out on the wrong foot? If you know your customer is wrong, its better to start off saying something like, I thought the contract read otherwise, but lets take look.
2. Arguing with a customer. You must realize you cannot win an argument with a customer. Certainly, you can prove your point and even have the last word. You may be right, but as far as changing your customers mind is concerned, you will probably be just as futile as if you were wrong. Your goal in complaint situations is to retain the customer, not to be right. If you...
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