Turn Angry Customers into Lifetime Clients
Listen, apologize, come up with a solution
Angry, irate clients every business has them. In todays uncertain economy, where every dollar counts, how you handle angry customers can make the difference between stagnant sales and a thriving organization. Some tips:
1. Generously Listen to Clients Concerns
When upset customers call, they need to vent so dont interrupt. Remember they are upset with the situation, not you.
2. Offer a Genuine Apology
Thank the customer for bringing the issue to your attention and apologize. Even if youre not directly at fault, give the person the benefit of the doubt and apologize.
3. Present a Game Plan
A successful game plan to correct the situation should exceed the customers expectations. If youre not sure what to propose, simply ask What can we do to make it better? The customer usually wants much less than you think.
4. Present an Opportunity for Future Contact
Ask whether theres anything else the customer needs. Restate your name, offer your direct line and/or e-mail and encourage the person to call you the next time he or she needs anything.
Reach Richard Buckingham, author of Kiplingers Customer Once, Client Forever, at (301) 913-0222 or firstname.lastname@example.org.