The opinions of the employees of You are personal.
If you are one of those people who make sure that your customers are always happy with the results, I am sorry to tell you that your company is not going to get very far. Be realistic and prepare for complaints – and anger – from your consumers.
Lise D’Andrea, President and CEO of Customer Service Experts, confirms that we have to consult the 3 “P” if a complaint occurs.
1. Be comfortable
Make sure your body language, tone of voice, and choice of words are appropriate.
2. Be patient
If customers want to let go of their anger, let them. D’Andrea affirmed that proposing a solution too quickly – even if this is feasible – can make you feel as if you are not being heard. “It’s about showing empathy and being a good listener.”
3. Be professional
Once the customer has given you their needs, you need to propose a solution. “Ideally, you would give them more than one option. That way you can give them advice on how to fix the problem.”
So now you know if one of your buyers decides to express disappointment: stay calm. Ultimately, it’s just these “differences” that make your business grow, don’t you think?