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How to Handle an Irate Customer? .. ASAP!BY: Evelyn Lalisan | Category: Sales-Marketing | Submitted: 2010-03-09 20:20:47
If you belong to the marketing and sales business you probably have experienced a lot of different situations. Each day may be different and your life may be loaded with contentment and pleasure or it can also be tense and exasperating. When things suddenly take some wrong turns, some people just lose their patience. Trying to keep your nerves under control and responding professionally under stressful circumstances are not that simple. It is really just hard to act nicely to people who do not act nicely to you. Hence what is your course of action when an irate customer is complaining? In most cases, the fault is not yours and it could be a defective product or a bad service done by someone else in your company. You may be getting the flake from the customer because you happened to be around when the customer came in and the situation puts you on a helpless spot. When dealing with irate and fuming customers, there are four helpful ways to help ease the situation. Firstly, you apologize. Then subsequently say, gently that it is not your fault. Don't get into an argument with the customer; just apologize and say you are sorry about the distress caused by the problem and make sure your voice reflects that tone of apology. Try to show a sense of accountability to the customer and that you are willing to listen to the complaints. The second way is to show sympathy. Try to sympathize with the customer and try to let the person know that you understand the situation. Let the customer feel that you know how to correlate to such feelings. Your customer would later on feel relaxed because you have recognized such feelings. The third way is to take responsibility of the situation. Make yourself accountable and let the customer feel that you aim to settle things right. You would have to come up with the proper solution to the problem or find someone else who can help. The fourth way is to initiate the action or move to immediately solve the problem. Be decisive on what you have to do. If the complaint is about a defective product, then replace it quickly. If it was poor service, then promise to do better and offer some sort of freebies like some discounts. You would realize that the irate customer would be nicer to you in the next few minutes. In any business customer service is really important. It would be good if you remember the four important letters that would help you deal with irate customers. Each of the letters represents what you should remember to do in such situation. A is "apologize." S symbolizes "sympathize." A stands for "accept responsibility." P signifies "prepare to take action." Remember that you are on the losing end if you argue with your customers. It is certainly bad for business and it does nothing to help ease out the situation. It would be better if you handle the situation with more care by remembering these 4 letters and direct your mind on more positive actions. Best of all, don't forget to smile. This is one way to diffuse the situation and lessen the discomfort around you. Article Source: http://www.writearticles.org/ About Author / Additional Info: Comments on this article: (0 comments so far)
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