A Better Way to Talk With Unhappy Customers

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A Better Way to Talk With Unhappy Customers

Posted by Becky 856 days ago (http://www.businessknowhow.com)
Category: Customer Service | Tags: customer service All

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.

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Written by ArmadaIG
854 days ago

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.

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