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| *Ostroff, Fair and Company>>>Marketing & Sales |
Angry customers r shouting at my sales staff,what do i do? |
Angry customers r shouting at my sales staff,what do i do? Just having communication problems. With one or the other having misinterprtation, miscommunication, communication failures with communication break-down in not paying attention and listen. Just come to conclusion in making a mess out there. Listen to the customer and solve the mess. Let the customer go back happily and come again another day. Not in bashing him up. Source(s): decoded from the missing x-files. Just listen and then smile.All the anger will disappear after shouting. And you should do a good communication with the customer First you must figure out WHY they are angry. If you know why, then you can find the solution. If they are really unruly, you are well within your rights to ask them to leave, but I would only do this as a last resort. Maybe your policies are what's making them angry, maybe its bad sales staff. Maybe you should listen to your customers better. 1st off, start by calming the situation down, start out by asking the customer to come into your office and have a seat. 2nd, you always need both sides of the story so while the customer is calming down in your office you need to ask the salesperson their side of what happened. 3rd, ask the customer to calmly relate to you their side of the problem, listen to them very intently as doing so will also calm them down and will give you clues to what the real problem might be. If need be, make notes of what they are saying. It could be anything from poor personal service to inadequate product problems. 4th, once the problem is found then solve the problem, customer will be satisfied that you payed attention to them and fixed their problem at the same time. 5th, for a better look at customer service, go to your local community college and apply for courses in business management/administration. You will definately learn alot. AAS in Business Managment (cume laude) now a manager at a local shop dealing with customers on a daily basis. |
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