Market America E
Some Takeaways From Market America Convention 2017
You will always have to deal with unhappy clients when you are in the customer service business. There is no way to get around it. There are ways to make your experience with unhappy customers a little bit better.
1) You never communicate your response to an unhappy client in an email or text. It is the coward’s way out. You have to deal with them face-to-face. They need to see responses for themselves. They need to see whether you are being genuine and authentic or not. The only way to do this is by having a genuine meeting in front of them. They will have more respect for you if you do.
2) Do not begin anything by “justifying” your own actions. You have to see things from their view. Put yourself in their shoes and see how they feel. Listen to them responsively. This does not include listening only to respond back.
3) Show them you understand what they are telling you and their problems. This is why it has to be face-to-face. People know when you are lying to them. This serves another purpose. Sometimes feedback can get “lost in translation”. Sometimes the real story gets lost in the grapevine. This gives you the chance to see whether or not the story is real and how you can correct it.
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