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If you've been in business for a very long time, you've probably heard it all! You know, an angry customer, who continues in U.S. dollars of products that they claim is wrong nineteen, she goes, "Close your business", because they raise in their minds that you can have the privacy policy Breece, or take full advantage of your money back guarantee. My favorite is to call and yelled obscenities on the phone, for no apparent reason.
It is not often, but if you want to be a business, you will meet some nuts from time to time. Some people may travel, some do not. And "how things are in business.
There are some simple techniques for dealing with angry customers in the wound, without burning them and tell them that you want to get cancer and die!
Here are some tips may be useful ...
1. No staff are needed
And "something bad that most customers are common. They try to personally attack. Insults are not unusual. When I take it personally, you probably correspond with you yelling does not solve anything and only make things worse for himself same. Try to calm the situation - kill the anger with kindness so to speak. If this fails, I ask you remember when he calmed down and are ready to talk sensibly. They refuse to talk to the customer was angry. You not have to deal with abuse ever.
2. Do not overdo the "customer is always right" concept
Customer service training, you always heard that the customer is always right. While this is true to some extent, sometimes simply wrong. You should always try to adapt to the customer within reasonable limits, but does not allow the concept to go too far.
3. That it's not always the problem
Sometimes people have a bad day and want to blame someone. A client of hatred, ugliness is often one of those people. If you listen to her screaming, then respond kindly telling you, understand your frustration and desire to work with them to find a solution, often diffuse the anger and uncover the rational human below.
4th Do not fall into fear appeals Bluff
In the client business services tend to do everything possible to avoid potential harm of a threat, even if it means losing money or giving in to irrational demands. When you're threatened, you must examine the validity of the threat. Do you really think that anyone would pay thousands of dollars in legal fees to sue you in a weaker U.S. dollar transaction? Probably not. Again, do what you can to meet within reasonable limits, but not to give in to threats groundless.
5. Be prepared to decide whether a customer relationship is worth saving
You have heard that a satisfied customer tells one person about his business while an unhappy customer will tell 10 or more. No doubt the word of mouth can be the best or the worst exposure for the company. This is the essence of the concept of "customer is always right." Obviously, it is best to save the relationship with the customer, if you can, but again, within reason.
It is not often, but if you want to be a business, you will meet some nuts from time to time. Some people may travel, some do not. And "how things are in business.
There are some simple techniques for dealing with angry customers in the wound, without burning them and tell them that you want to get cancer and die!
Here are some tips may be useful ...
1. No staff are needed
And "something bad that most customers are common. They try to personally attack. Insults are not unusual. When I take it personally, you probably correspond with you yelling does not solve anything and only make things worse for himself same. Try to calm the situation - kill the anger with kindness so to speak. If this fails, I ask you remember when he calmed down and are ready to talk sensibly. They refuse to talk to the customer was angry. You not have to deal with abuse ever.
2. Do not overdo the "customer is always right" concept
Customer service training, you always heard that the customer is always right. While this is true to some extent, sometimes simply wrong. You should always try to adapt to the customer within reasonable limits, but does not allow the concept to go too far.
3. That it's not always the problem
Sometimes people have a bad day and want to blame someone. A client of hatred, ugliness is often one of those people. If you listen to her screaming, then respond kindly telling you, understand your frustration and desire to work with them to find a solution, often diffuse the anger and uncover the rational human below.
4th Do not fall into fear appeals Bluff
In the client business services tend to do everything possible to avoid potential harm of a threat, even if it means losing money or giving in to irrational demands. When you're threatened, you must examine the validity of the threat. Do you really think that anyone would pay thousands of dollars in legal fees to sue you in a weaker U.S. dollar transaction? Probably not. Again, do what you can to meet within reasonable limits, but not to give in to threats groundless.
5. Be prepared to decide whether a customer relationship is worth saving
You have heard that a satisfied customer tells one person about his business while an unhappy customer will tell 10 or more. No doubt the word of mouth can be the best or the worst exposure for the company. This is the essence of the concept of "customer is always right." Obviously, it is best to save the relationship with the customer, if you can, but again, within reason.
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