Why do you look so angry? Because I’m acting like an unhappy customer, of course. Today, we’re going to show you how to extinguish this type of problem. We all would like to avoid or forget dealing or remembering about unhappy customers. In most cases, we are blamed for situations that are out of our control or maybe even were the customer’s fault. But, capital B-U-T, how you deal with unhappy customers is what would determine referrals and the longevity of the relationship.
Often times, just listening to your customers and hearing them out is enough to remedy the situation. In this video, we’re going to show you three ways to take a bad situation and turn it into a good one. The first step is to not get emotional and don’t, never overreact to the situation. There’s always a resolution to every problem.
Show the customer your confidence that you will find the resolution to fix the problem. By being defensive, it will only make you look worse and less professional. Second, be honest and don’t lie. We are hard wired to feel when someone is lying to us.
If you or your company is responsible for the mishap, own it. Don’t hide it. Trust me. It will benefit you in the long run.
Listen, listen, and listen. Then give your customer a guarantee. When the customer is finished ranting or telling you how unhappy they are, give them a guarantee that you’re going to fix whatever the problem is regardless if it’s your fault or theirs. For example, I would say, I guarantee the project will finish in time because I will babysit every detail along the way.
Here’s a summary for you. One, don’t overreact or get emotional. Two, be honest, don’t lie. Three, listen and give a guarantee that the problem will be fixed.
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