When a customer complains about your company, service, or product always answer them as soon as you can. Even a day’s delay can seriously upset a disgruntled customer.
And when answering them, look to be as professional as possible. Understand that no matter how awesome your product or service is, or how much care you put into dealing with your clientele, in your business life, you will run into a discontent client sooner or later. It’s simply a facet of business. Customer Service… it may not even be your fault. A client could easily be angry about something entirely different but you turn out to be that straw that broke the camels back. A lot of people simply complain because they’re having a bad day and it’s not because they’re bad people. Your best clients are actually people who may have started off with problems, but by taking them seriously and coming at their issue with care and understanding you can change their attitudes and made them some of your most loyal customers.
In the in same vein, never get frustrated with a customer. Everything they say should be taken as valid. Always empathize with what they are going through even if it’s totally their fault. Again, you don’t know if they just had a loss in their family or just got divorced. It’s not personal. Be a friend to this stranger and help them out, never go off the rails on them.
Make it a point to be sure that your customer service is fast, responsive and humble.
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