More from The Connected Woman
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The Complaint Department
Sooner or later it happens to every sales representative – some customer somewhere, is going to make an unreasonable request or raise an unfair objection. This always puts us in an uncomfortable spot. A self-righteous customer with an unjustified complaint is not easy to pacify, but it can be done and how the situation is handled may well determine whether or not a client is lost.
First, keep in mind that when a customer makes an unreasonable demand, they are usually keenly aware of it. The customer may not really expect you to agree to it at all. They may simply hope to receive some sort of concession even if it isn’t everything they are demanding.
Most clients who are ‘angry’ have had some time to work themselves into it. Angry clients have leaned from past experiences that you have to scream and jump up and down to get any kind of service from other stores. Rather sad but true. It may be tempting to fight back, especially if the customer is unreasonable or abusive, but an angry response will only make the situation worse. …
[ Read More ] • [ 1 Comment ] • [ Filed under The Connected Woman ] • [ 3/22/10 ] -
Connections Count!
Do you know how important word-of-mouth marketing is? Did you know it can turn a business around from failure to success overnight? Well, that is if it’s positive word-of-mouth marketing, negative word-of-mouth marketing can have the exact opposite effect.
