Business People Club

How to deal with angry customers?

0 like 0 dislike
282 views
by TwinNut
How to deal with angry customers?

Your comment

Your name to display :
Privacy: Your email address will only be used for sending these notifications.
Anti-spam verification:
To avoid this verification in future, please log in or register.

1 Comment

0 like 0 dislike
commented by TwinNut
"You are the worst company I have bought from!" - writes the client. Oops, bossss! What should I write back?
It is very hard to select words when some of your customers is angry and complains about your company. Read more for an insight into it.

All is well when it ends well. And until it ends be sure not to panic; no matter how bad it looks. Your customers only want you to do your best when they complain. They can see things that you might miss and every complaint will give you insight on how to improve your business. Here are some tips of handling with complains:

•    Be empathetic and come them down - which means that you should acknowledge the person's feelings (you don't have to agree with them to do that). In the NLP practices this is called "to build rapport". For example, you can say: "I understand how upsetting that might be..."

•    Do not defend yourself - you will surely want to say something to defend yourself - don't! Getting defensive will never help. The issue is not about who is right, it is about helping a disappointed customer and keeping their repeated purchases.

•    Take responsibility - no matter whether you are guilty for the complaint or not, you still represent your company. Therefore, you should take the "blame". By doing that, you emphasize the company's trustworthiness and reliability. If you can't handle the issue alone, be sure to hand the customer off in a classy manner.

•    Make commitments - only that way the customer is assured that something will be done in a precise time interval. You have to state your actions clearly, for example: "Our team will come to your place tomorrow at 15:00".

•    Make some offer before they ask for refund - that's what most of your customers say in cases of dissatisfaction: "We want our money back". But that is the least you want, because it leaves your customer disappointed in your company. You will have to be cleverer and offer them something of a value for their trouble and time before they ask a refund.

•    Do more - every company can do things the regular way. We are sure you can come up with something more. After all, the complaining customer only wants you to be better, and you can use this interaction to prove that you can.

•    Walk the talk - make sure to do what you have promised.

•    Follow up - check back with them after some period. Phone them up or e-mail them and ask if they need anything else and if the arrangement you made works properly. That way you show them that you care and can also trigger word-of-mouth referrals.

At the end, let's use the statistics as a guide: it shows that about seven out of ten complaining guests will do business with you again if you resolve the complaint in their favor.

Related posts

0 like 0 dislike
1 Comment 222 views
How to deal with nasty customers?

How to deal with nasty customers?

by Knightmare
0 like 0 dislike
0 comments 201 views
Angry customers - what can we do with them

"You are the worst company I have bought from!" - writes the client. Oops, bossss! What should I write back? It is very hard to select words when some of your customers is angry and complains about your company. Read more for an insight into it. All is well when it ends well. And ... the statistics as a guide: it shows that about seven out of ten complaining guests will do business with you again if you resolve the complaint in their favor.

by SilkPredator
0 like 0 dislike
1 Comment 221 views
How to deal with difficult people?

Sometimes its hard to deal with difficult people. Any tips?

by Finderpros
0 like 0 dislike
1 Comment 222 views
0 like 0 dislike
1 Comment 761 views
How to find customers for my home based business?

I want to find more customers for my home based business. Any tips?

by Knighthawk
0 like 0 dislike
1 Comment 299 views
How to promote relationships with public?

How to promote relationships with public?

by Mosquiche
0 like 0 dislike
1 Comment 310 views
how to build strong relationship with your clients?

How to have lasting relationship with clients?

by Knightmare
0 like 0 dislike
1 Comment 252 views
0 like 0 dislike
0 comments 313 views
Increase Profits by Marketing to Existing Customers

Business owners want more leads, more customers, more sales. It sounds logical: attract more customers and more sales will follow, leading to increased profits. But is this the best way to maximize profits? Sometimes it's difficult to see the forest for the trees. What about the customers ... a certain level dedication is required to create a truly successful business. There is no quick fix solution to achieve the profit and success you want.

by FrighteningTwinkles
0 like 0 dislike
0 comments 267 views
6 Tips for Keeping Your Cool When Customers Get Hot

1. Be assertive - not aggressive or passive. My definition of assertion is simple: "Say what you mean, mean what you say, and don't be mean when you say it." Let this rule guide your conversations with all customers and you will always be confident, cool, and in control AND you'll ... up all of your ammunition and won't usually diffuse an irate customer. These incredibly simple tips will position you to keep your cool when customers get hot!

image
by Slayerk
0 like 0 dislike
0 comments 218 views
Why Educated Consumers are Better Customers

Educated Consumers Not too long ago, a colleague asked me why we invest so heavily in consumer education. We have made a conscious decision to spend marketing dollars on consumer education for a very simple reason. Educated consumers are simply better customers. Lets take ... and unrealistic expectations while education leads to long term happy and helpful customers. Permissions: Permissions and notification of use not required.

by PerfumedNecromancer
0 like 0 dislike
1 Comment 357 views
Flexible Payments Mean Happier Customers

Flexible Payments Mean Happier Customers

by SilkPredator
0 like 0 dislike
1 Comment 373 views
How to explain your product or service to online customer?

How to explain your product or service to online customer?

by Slayerk
0 like 0 dislike
1 Comment 571 views
0 like 0 dislike
1 Comment 235 views
0 like 0 dislike
1 Comment 242 views
How to know if you are Serious about Customer Service?

How to know if you are Serious about Customer Service?

by Celestiger
0 like 0 dislike
1 Comment 253 views
How to handle customer complaints ?

Handling customer complains effectively, any suggestions?

by LovableStorm
0 like 0 dislike
1 Comment 338 views
How to deal with accident injury claims ?

How to deal with accident injury claims ?

by Sassassin
0 like 0 dislike
1 Comment 245 views
0 like 0 dislike
0 comments 282 views
How to Grab Customers' Attention With Advertising Balloons?

Let's face it: most small- and medium-sized companies don't have huge advertising budgets. Traditional media, such as print, television, and radio advertising are far too expensive. And, for those businesses that rely on walk-in traffic, Internet advertising won't reach the intended ... advertising balloon in the sky. Just imagine how much recognition you can get from your business from the relatively small investment of an advertising balloon!

by HairyFoal
0 like 0 dislike
0 comments 393 views
Three places to find new clients without a lot of work

1. Don't ignore your own "Acres of diamonds" - ask your existing clients to refer some of their family, friends and associates to you. If they're happy with your service they will be more than happy to do it and your job will be much easier since they are coming recommended by someone ... yourself, you're helping them by enabling them to help you, and you're helping the potential clients by providing a quality product or service that they need.

by LovableStorm
0 like 0 dislike
0 comments 194 views
Publicists: It's Time to Embrace the Technology of Online Press Kits

So you have a cell phone, a Palm Pilot, an automated office complete with teleconferencing, remote-access, Web site and e-mail addresses. So what? Just because you're always available to the media doesn't mean the media has easy access to your clients. What will your high-tech office be able to do when a ... ' press kits, you're not only making them easy to access, but easy to cover by the media. The media loves that - and so will your clients.

by LovableStorm
0 like 0 dislike
0 comments 238 views
Five Reasons to Use Customer Phone Surveys

Consumers are the life line of any successful business and you can learn a great deal of information from them. If you want to find out how good or bad your business is call the customers and ask them. They will give you straight answers and you can modify your approach if there are areas ... in your business not being successful. It doesn't take too much time or money to conduct phone surveys with your customers but the information is priceless.

by Conjursa
0 like 0 dislike
1 Comment 270 views
What is the key to customer loyalty?

What is the key to customer loyalty?

by Camella
0 like 0 dislike
0 comments 77 views
5 Action Ideas to Deal with Difficult People

When was the last time you had to deal with a difficult customer? It was probably and external customer but perhaps it was an internal customer, such as a member of your team, a colleague or even - your boss! I'm sure that you always want to provide exceptional service to both your internal and ... customer is upset or angry. If customers like you and feel that you care, then they're more likely to accept what you say and forgive your mistakes.

by Madept
0 like 0 dislike
1 Comment 272 views
How to close that consulting deal?

How to close that consulting deal?

by ForceSoldier
0 like 0 dislike
0 comments 72 views
Answering Service, What Every Small Business Needs!

An answering service is what every small business needs. Anyone who has ever worked for a small business, or has owned a small business knows that the answering service is a true God send. Every time you are not able to answer the phone, you take the risk of losing business. ... service today and grow your business with the piece of mind knowing that your answering service will keep you adequately informed of any important incoming calls.

image
by LovableStorm
0 like 0 dislike
0 comments 60 views
The Top Ten Client Feedback Questions

Perhaps you are interested in finding ways to get clients to give you feedback about the products and services you offer. Here is a list of 10 questions you could use. Select a few that suite your situation. The key is to ask the question and then allow the client uninterrupted time to ... counsel small business owners without charge. **I have used the word service here and also client. You could just as easily substitute product and customer.

image
by AmazingKitty
0 like 0 dislike
0 comments 193 views
Evaluate Your Customer

Evaluate Your Customer When a customer walks into your office, don't sell them the first product that comes to mind. Sit them down and evaluate their needs, than sell them the products that meet their needs. I once worked with a guy in the banking industry, who was one of the best at explaining the ... . Good luck. This article may be reproduced by anyone at any time, as long as the authors name and reference links are kept in tact and active.

by Knighttime
0 like 0 dislike
0 comments 236 views
Are you Serious about Customer Service

Is your online company really serious about Internet customer service? When it comes down to it, excellent customer service is pretty much the only way you will convert visitors to customers. You can also increase your ROI and improve online sales with excellent customer service. If you ... customer service solution. Consider customer service software for your online business if you would like to convert visitors to buyers and improve your ROI.

by Hawkward
0 like 0 dislike
0 comments 297 views
Learning The Process Of Order Fulfillment

The goal of most businesses is to profit and give out the best products and services that they can offer to customers. For companies who manufacture sellable items, producing the end product is not the final step. You already know that your products will sell. The next thing that you need to do is ... get to concentrate more on the vital aspects of the company's operation that is sure to benefit you, your company and the people that you serve.

by Richard S.
0 like 0 dislike
0 comments 315 views
Death Of A Salesman? It’s What Happens When The Customer Says “I’ll Think It Over!”

Michael Jordan said Obstacles don't have to stop you. If you run into a wall, don't turn around and give up. Figure out how to climb it, go through it, or work around it You have given a great presentation, you ask for the order and the customer says he s going to think it over. This was the ... I did not go back to boring bookkeeping and now that I've retired, these words could you think out loud so I can hear you' are my present to you.

by BeautifulWolf
0 like 0 dislike
0 comments 239 views
The Importance of Good Feedback

Getting good feedback from customers and employees is vital for any business that expects to grow. Without knowledge, business leaders can not make educated decisions. Uneducated decisions lead to a higher rate of failure, which can have detrimental impacts on a business. Without high quality ... will become clear. For small outfits to enterprise level operations, collecting data and feedback is the ultimate way to make educated decisions.

by Oystrich
0 like 0 dislike
0 comments 242 views
What Clients Want

A potential client calls and wants a website, as a web developer you are more then happy to help. You show them your work, explain how your work is better then the rest and sell the person on the importance of Web Standards. Do you think that a client wants to hear all about Web Standards? ... by existing clients and I truly believe this is because we do not just build a website for them but teach them what it takes to be an online success.

by Octopuppy
0 like 0 dislike
1 Comment 284 views
Why should you use customer phone surveys ?

Why should you use customer phone surveys ?

by BeautifulWolf
0 like 0 dislike
0 comments 88 views
9 Ideas On How To Promote Your Events To Your Internal Customers

Any time you are planning an event, you will want to make sure that you are promoting it so that the internal customers that you have are going to hear about the fun. You will want to follow a few different things so that you are able to have the most fun that can at the event and make it ... informed and able to hear about all the great events that you are planning for them. This is the best way to keep everyone connected and on the same page.

by GiftedWrecker
0 like 0 dislike
1 Comment 335 views
Branding- How to Create A Name Your Customers Trust?

Branding- How to Create A Name Your Customers Trust?

by ForceSoldier
0 like 0 dislike
0 comments 214 views
How to manage my customers?

I am having issues managing my customers. How can i manage my customers effectively?

by Finderpros
0 like 0 dislike
1 Comment 260 views
How to make it easy for customers to pay you?

How to make it easy for customers to pay you?

by C-Lion
0 like 0 dislike
1 Comment 277 views
0 like 0 dislike
1 Comment 251 views
How to protect my customers?

As a business owner how should i protect my customers?

by Octopuppy
0 like 0 dislike
0 comments 105 views
Networking with previous customers

Your previous customers are going to be valuable to your future business. As you get each new customer you want to network with that customer again in the future, to keep your business in their mind, and to keep them on as a walking and talking billboard for your business. The future ... give you a special price. Yes this is still advertising, but networking at the same time because you have established a relationship with that customer already.

by PositiveVoid
0 like 0 dislike
0 comments 159 views
Impressing Your Customers Is Easy With 3 Guaranteed Tactics

Customer satisfaction isn't one single act, but a group of actions that work together to make their experience a pleasant and satisfying experience. You've probably eaten at a restaurant where the food was wonderful, but the service slow and unprofessional. Somebody was doing a good job, but your ... . Create a frequently asked question form, and you'll be able to answer a lot of consumer questions without sacrificing as much of your time.

image
by Hawkward
0 like 0 dislike
0 comments 113 views
Having Mascots, Minglers, Entertainers At Your Next Event - How To Find & Work With Them

Planning a great party does not have to be that hard. All you really have to do is find a way to make your event great. You will find that when you get the great ideas to make your party special, you will get an over whelming response to the event and it will be a great time that is had by ... make your friends happy. You want them to talk about your event for many years to come and the best way to do that is to keep it interesting and exciting.

by MysteryWasp
0 like 0 dislike
0 comments 63 views
How To Draft An Agreement With Your CPA

Utilizing the services of a Certified Personal Accountant, more commonly referred to as a CPA is very common. There are some things you need to think about when drafting an agreement between you and your CPA. Here are the steps involved in drafting up a legal and proper agreement between you and your CPA ... not only terms you and your CPA agree to abide by, but also is a professional agreement that protects you the client as well as your CPA.

by Oystrich
Connect with us:
...