Elliott company

Derek Elliott – What do you do when the customer is right and you are wrong?

Press Release   •   Sep 28, 2010 15:31 EDT

If this happens to you, then don’t despair. If you wish to be successful in any business, then you must learn how to handle disgruntled customers who may not have received the level of service that they expected from the company that you are representing. You should also remember that the customer is always right. So whatever the situation, your aim should always be customer satisfaction. You can achieve this based on your individual strengths and inter-personal skills, however, listed below are a few guidelines to help you develop your own personal strategy for dealing with disgruntled customers.

Never argue back:
In business never follow the mathematical rule of ‘two negatives make a positive ‘ . You have to handle the confrontational situation by calming the ireful customer with your positive and professional behaviour. You should be calm and aim to satisfy the customer even in the most difficult situations. It is only by understanding with their view point and suggesting a possible solution that you will resolve the situation and send the customer away happy.

Use your ears more than your mouth:
Make sure you listen more than you speak. If you try to respond forcefully when the customer is in the disgruntled state, then the situation will certainly get out of control and you are unlikely to succeed in resolving the situation. More importantly, by listening carefully, you can better understand the customer complaints, so that satisfactory steps can be taken.

Show your care:
Once the anger settles, there will be a short interval when the customer pauses for breath and that is when you have an opportunity to express your empathy and understanding. You have to show that you care and that you will do everything within your power to try and find the solution for the issue. This kind of exposition of your concern will win the customer over and half your battle will be won. So you can find a substantial changes in their behaviour and you will be able to turn the situation around.

Be patient:
Impatience never pays in any business. Although it is not easy to control your emotions when a customer is being unreasonable in their behaviour, you will have to remain professional, friendly and cooperative in order to succeed. Maintaining the patience with your customers and with yourself will go a long way in winning over hostile customers.

Be positive in your approach:
Even in the worst of circumstances, try to balance all negative tendencies and adopt a positive approach and mindset. It also will results in managing your stress effectively so you never weighed down by the hostile attitude of the customer. You should be gentle enough to express your point of view assertively without in any way offending your customer’s feelings.

Control your anger:
Getting angry is a human nature but you should learn to control your anger, relax and calm yourself so that you can express your anger in a subtle way without showing any emotions towards your customer.

It is very crucial to understand the mind of the customer who is expressing his dissatisfaction with the company’s products or services. It is natural for a disgruntled customer to express their anger and disappointment. The secret of success is to remain calm. I’m sure these points are very useful in every situation in life and you can successfully tackle hostile circumstances by following them.

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