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| *Ostroff, Fair and Company>>>Marketing & Sales |
My customers very angry,what shld i do?what shld i say? |
My customers very angry,what shld i do?what shld i say? SAY: 1. I understand that you are absolutely angry and frustrated. We have utmost sympathy. We have deputed people to look into your complaints. 2. There was some technical problem due to which this misunderstanding happened. We would like to take this opportunity to say sorry. We are in the process of fixing your problems. THIS IS FOR YOU : PLEASE FROM NEXT TIME EXPLAIN WHY YOUR CUSTOMERS ARE ANGRY :( No matter how mad you are at a sales person when they pacify you and apologize genuinely you actually feel better. Customers get angry because they did not get what they paid for. It may be product defects or service deficiency. If that is what's happening, try to find out just what is it and get around the problem from there. Actually, people get angry becausee they PERCIEVE they didnt get what they paid for. It's your job to make sure you set the expectation early exactly what they will get. If they're angry, you need to re-set the expectations. Put yourself in their shoes. Be patient. Listen politely to their ranting. When they are done, try to feed back to them what you just heard.. "If I understand you correctly ..." Ask what they would like from you to make things right. If what they are asking for is out of the question, ask them why it is important. Is there anything else you can do. Finally, under promise and over perform. You've got some catching up to do. Once they see that you are doing your best (and you better be doing your level best) they may calm down and become more sympathetic to your plight. |
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