This week I present 26 little ideas to help you respond to complaints and difficult customers with much more ease.the ABCs of Customer Recovery.
A ct as if every lost customers sales come out of your paycheck.
Believe the best of customers. Dont make the mistake of assuming most customers are out to simply get something for nothing. The truth is, less than 1% of customers contact companies with ulterior motives in mind.
C ommunicate with diplomacy and tact when you final answer is no and when explaining company policy.
D ont tell a customer she is wrong. Telling a customer they are wrong never makes them want to agree with you. It only pushes them more forcefully into their original position.
E mpathize with unhappy customers and allow this empathy to season your responses.
F ind a way to say yes to customers. Instead of saying no or telling the customer what you cant do, think critically about what you actually can do.
G ive a token item such a coupon as a concrete form of apology.
H ave a sense of urgency. Demonstrate with your words and speed of...
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