How To Handle A Customer Problem

Be fair, attentive, and customers
will return.

It's not always easy to handle a
customer problem, but it's a part
of during business. This is the
time to show patience, understanding.

It's extremely important to listen.

"What if they get irate?" You
asked.

Let a customer vent.
Face it, in this economic
down-turn, he or she can
take their business
elsewhere.

Don't allow yourself to get
into a word battle. You're
there to resolve the
customer's problem, and
have he/she spread nice
comments about you,
your business.
It's called free advertising.

Let customers say
what they have to.

Don't give excuses.
Apologize. Be professional.
Start working on the problem,
immediately.

Explain what the customer
can expect. If necessary,
pull in someone else to help
resolve the problem.

If at any moment you feel
the need to be confrontational,
stop. Tell the customer
you'd like to find out what
happened, etc. Take a few
moments to relax, took a
deep breath.

Be sure to let the customer
know you'll going to work on
the problem. Make the
customer resolution a priority.

Make sure a problem exists.
Or, is it something the customer
misunderstood. Your results
must be explained to the
customer.