- 12
- vote
No matter how much customer care training we conduct, some customers will dislike our service. They may become so irate that they confront us face-to-face, venting their frustrations--at times rather loudly and accusingly.
How are we likely to respond? By habit, we become defensive. We talk plenty. We contradict them, and tension rises. Far from gaining satisfaction, the disgruntled buyers become more upset. However, there's a better way to deal with complaining clients. View full story...
How are we likely to respond? By habit, we become defensive. We talk plenty. We contradict them, and tension rises. Far from gaining satisfaction, the disgruntled buyers become more upset. However, there's a better way to deal with complaining clients. View full story...
Related Forum Posts
What is
bizSugar?
bizSugar is a social news site for small businesses and mid-sized companies. Business owners, managers and entrepreneurs can now discover, share and vote for the best business tips, trends, news and strategies on the Web. If you find a business story, tip or video that you like, give 'em a little sugar!
Comments
It's a good article, but the author never seems to get beyond the listening part or Step 1 (certainly an important step). I think that Step 2 is asking "So what can I do to make you happy?" They may ask for more than you'd like to give, but it's been my experience that they typically ask for less than what you were originally going to offer. If so, you're happy because you didn't up as much as you thought and they're happy because they get exactly what they wanted.