Who is an upset customer?
SECRET TO SATISFYING UPSET CUSTOMERS
You will know upset customers when you meet one.
How to handle irate/upset customers.
- MOST IMPORTANTLY shut up and listen without interruption to their complaint.
- DO NOT BE DEFENSIVE
After listening to them see where you may have failed and apologize and make it right.
Example: “John if understand you we did not return your call in a timely manner and I want to apologize for that. That should not have happened and we are working to see it doesn’t happen again with our valued customers. We would like to ……….. .” (Decide what is fair to satisfy this customer).
Your goal at the end of every customer service issue is that they would continue to do business with you.
