Today’s post covers how to properly deal with customers that maybe upset.
1. Do not tell the customer they are wrong. Telling your customer he or she is wrong arouses opposition and will make the customer want to battle with you. They might well become defensive as well. It’s difficult, under even the most troubling situations to change a person’s mind. So there is no positive aspect by making your job harder by starting out on the wrong foot.
2. Do not argue with the customer. You will never win an argument with your customer. It’s most certain that even though you can prove your point and even have the last word, you may even be completely in the right, but as far as changing your customer’s mind is concerned, it will probably be just as futile as if you were wrong.
3. Do not speak with an negative and authoritative tone with the customer. Even if the customer is wrong, this is not an appropriate response, as it will put the customer on the defense and could escalate the situation further.
4. Do not say, “We would never do that.” Instead try asking your customer, “Tell me about that.” This can also have the side affect that your listening to the customer and care about their views or opinions. Often customers just want to be heard, they just want to have their say, or voice their frustrations.
5. Do not be afraid to apologize when you can. Offer an apology even when the customer may be at fault. An apology is not an admission of fault or guilt. It can be offered to express regret for their problem. For example you could say something such as, “I’m so sorry for any inconvenience this misunderstanding has caused you.”
Never forget in problem situations the issue is not always the issue. The way the issue is handled can become an even bigger issue. Just acknowledging the customers frustration and listening to them can calm the situation and even turn it into a positive.
Most customers understand that things can happen, they just want to be heard.