When customers make you mad
Is the customer really always right? No, the customer is not really always right, but the company wants customers to feel special. Not every customer is wonderful to serve. Some people are just hard to please; they complain and seem to be always in a bad mood.{{more}}
Sometimes the company is to blame because the policies do not meet the needs of the customer. Sometimes another employee has been rude to the customer. The mark of a true professional is how that difficult customer is treated. What techniques can you use to please this type of customer?
Stay calm.
They may not be angry with you. More than likely itâs the company and its policies, not you personally. Be aware of your attitude and remain positive.
Be patient.
Listen to their complaints with your body, voice, and imagination to hear their real needs.
Apologize quickly.
Customers just want companies to take responsibility. Saying âIâm sorryâ helps the customers feel better. Be genuine in your apology, even if you are not personally to blame. You are speaking for the company.
Help them.
Fix their problem if you can. Thatâs all most upset customers want.
Never argue with customers.
Even when you know they are wrong, never argue with customers. It proves nothing, no one really wins, and your supervisor could bring disciplinary actions against you.
Refer to your supervisor.
When you are unable to assist a customer, ask someone with more authority or knowledge such as a supervisor or co-worker to help resolve the issue.
Karen Hinds is âThe Workplace Success Expert.â For a FREE SPECIAL REPORT on Avoiding Career Killers in the Workplace, send an email to info@workplacesuccess.com
Visit online at www.workplacesuccess.com
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