Problem Resolution

Once in a while you'll get that customer that you just can't seem to satisfy, no matter what you do. So what do you do when you get that angry, irate, and unsatisfied customer? Remember the old saying, "The customer is always right"? Even though he may not be right, you can still make him believe that he is.

Here are some techniques to follow when handling these difficult customers:

• Listen to the customer.

• Apologize for not being satisfied with your product.

• Show them you understand the issue.

• Own up to the situation.

• Thank them for their feedback and say that you value their opinion.

• Be calm. Do not escalate the situation with your own emotions.

• Ask them what you can do for them. You may still be able to keep them as a customer by introducing them to another product that they would like better.

Being able to handle difficult customers is key to customer service. The last thing you want is for the customer to post an unsatisfied report on newsgroups or blogs or give you a bad rating. One bad review can scare other potential customers away.

Remember

• An angry customer tells up to 20 other people about a bad experience.

• A satisfied customer shares good experiences with 912 people.

• It costs five times as much to get a customer as it does to keep one.

• Customers will spend up to 10% more for the same product if they receive better service.

• 68% of customer loss is because they were mishandled.