WHEN THE CUSTOMER IS WRONG - Part II

In the other post on this subject outlined how to calm down an angry customer who is probably wrong:

1. Thank them for calling or bringing the problem to your attention
2. Apologize for disrupting their life
3. Resassure them you will do everything possible to resolve their problem

Doing this will surely have the customer impressed with your sincere care and concern.

As mentioned, customers have to get angry in order to make a complaint in the first place. So when they call or come to ou it is your job to calm them down. Think about it, how many times have you heard your wife scream: "the whole house just looks terrible," when in reality there is just a spot on the carpet. What have you done with her.

Key, "do not try to justify, complain or be grudging." The customer is already defensive and does not want to have someone argue with them.

Fix their concern quickly, don't put off a confrontional issues. For example, it is reported, 95% of complaining customers will do business with you again IF you resolve their problem and do it quickly.

You have to put out the effort in any case, so why not do it in a concerned, cheerful and quickly resolve problem.

Hope this helps

Bud Abraham