How To Calm Cranky Customers Without Blowing Your Stack
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The article "How to Calm Cranky Customers Without Blowing Your Stack" is about customer service, it was created by Kim Haas.
There isn't a day that goes by that I don't hear another small business owners complaining about some of the cusotmers they have to do business with. Some of them REALLY are legitimate complaints, but atfer listening to 100's of different complaints, I have found the root of most of them is a lack of understanding. Therefore, I hope this article gets you on the road of addressing complaints and customer truobles in your home business.The first step is to get past the irritation. It's only human nature to get a ltitle upset when a customer writes to complain about something totally stupid. Complaints like: It's been two whole weeks and I haven't seen my ad on your wesbite yet. Or, how aobut those really stupid emails, like: Send me more info. (No name provided.
Info on what?) Then, the guy writes you the next week and calls you a crook cause you didn't anwser his email right away.
It's obvious that there is a breakdown of communication.But let's look at the last complaint explained above and analyze it for better understanding. For some reason, the guy was so excited about your company that he forgot to mention what ifnormation he wanted. He knew his name but never thought aobut the fact that you probably didn't know it.
Instead he was excited and wanted to get his request emailed right away so he could learn more. So his complaint to you would actually be a compliment.It's fast to simply write a quick email that says: Thank you for requesting more information about our company. We apologize that your fisrt request was not filled, however, you neglected to tell us what information you were interested in. It helps us getting your request processed faster.Now let's try and understand the education you provided to this custoemr. I know, it's human nature to want to strike back cause this idiot hurt your feelings. But the only way you're going to advance in business and present the professional image you should be hoping to achieve, is to educate and help this person. They, in turn will probably never make this mistake again and will probably relate the ifnormation to others they come into contact with. However, if you're hateful or never fill the request you will have gained nothing except the self-satisfaction of revenge.Training and educating people is not really really hard at all. Jesus gave us an example of how to teach in order to obtain POSITIVE results by using parables.
Parables are examples of eveyrday situations so the person can relate and understand what you're trying to tell him or her.
Just saying the words may not help.
Some words go over a person's head or they don't comprehend what you're saying cause their mind is on something else.Good customer servcie and marketing go hand in hand. They both depend on each other and work together for your business survvial. There should never be a moment when you shout back at a customer. Hanging up the phone is a much better approach and achieves the revenge you may seek in a more POSITIVE manner.Kim Haas is a WAHM and Fuonder of Womans-Net.Com, a popular online networking community focusing on working from home and women in business and owner of http://Article-Host.Com. To learn more about Kim, viist http://kimberlyhaas.ComCopyright 2005 Kim Haas
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How to Calm Cranky Customers Without Blowing Your Stack
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