Self-Employment

» exclusivemaids - Diffuse the complaining customer.

If you are self-employed, you have had to deal with the complaining customer. How I explain this to my employees in training is to separate themselves from the job when handling a customer at all times. This means, don't take the complaint as a personal attack. Even, though you may feel insulted and your feelings get hurt, don't let that deter you into anger. Instead, the first thought that should go through your head before you even respond is, "This is just business, now breath and listen." Then listen to the customer and think before you respond about their complaint. Acknowledge the customer's complaint as being legitimate and simply say, "How can I fix it for you?" or "Thathands the ball back to the customer and this gives us a chance to learn something from the client that we carry with us to other jobs. Do it the clients way and make them happy. It's easier and professional. I've seen that this simple technique makes clients tone change and they end up as great clients who never complain.

-- posted by exclusivemaids

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» KC Morgan - Diffuse the complaining customer.

In response to Diffuse the complaining customer. posted by exclusivemaids:
Great advice. When you run your own business, you learn pretty quickly that the adage "the customer is always right" is basically true. Dealing with complaints (of all kinds) in a professional manner is the best way to handle any business. If you act cool, calm, and professional, it usually goes a long way toward calming complainers down. Thanks for the words of wisdom.

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» Andrea_Coutu - Diffuse the complaining customer.

In response to Diffuse the complaining customer. posted by MorganKC:
And sometimes all the customer wants is an apology. If you have genuinely made a mistake, let the customer know. Nothing makes a customer more angry than a company that won't admit to a mistake.

Andrea Coutu
Become a Consultant

-- posted by Andrea_Coutu

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