Five Tips to Calm Cranky Customers
1. Tis the Season
Recognize that everyone is frazzled during the holidays- you and your customers. Give everyone, including you, the benefit of the doubt when it comes to 'bad behaviors' like being abrupt or rude. Breathe deep and smile. It can work wonders.
2. Let 'em Rant, Let 'em Rant, Let 'em Rant
Listen briefly to what your customer has to say, even if he is simply venting about things outside of your control. Your client will appreciate the caring and you just might learn about another customer problem you can solve. Comments like the ones below can help the customer feel acknowledged and smooth the way to resolution.
That must be difficult for you.
I can see how upset you are.
This must be very important
Let's see what we both can do to fix this
3. Making a List and Checkin' it Twice
Ask your customer what is her most important or urgent concern. Then ask some more questions to find options to resolve it. Questions like the ones below get you to the heart of the matter:
What happened?
What would you like to see done?
Why is that important to you?
How can you help fix this?
4. O' Make It Right
Take the information you've gained through your comments and questions and make things right. Go over and above in your efforts and your customer won't forget it or you. What if you can't fix it? Be honest about it. Sincerely offer what you can provide and explain why more can't be done.
5. We Wish You a Happy Ending
Follow up with your customer to see that he's satisfied. In the hectic world we live in, people crave a personal touch like a handwritten note or a short email. Such a small gesture can have a lot of impact on customer loyalty.
These tips can help you have a happy holiday too!
About The Author
copyright 2004 Dina Beach Lynch is a Workplace Mediator and Conflict Coach who supports professional practice groups. Learn how to solve tough issues at Conflict 101 teleclass Jan. 10, 2005. Visit workwelltogether.com to register.
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