Teri's Tip #6

It's now about how to win the argument, it's about how to win the customer.  Never yell or argue with an upset customer. 

Keep yourself calm and let the customer vent, then look for opportunities to offer Service Recovery (See Service Recovery)



http://www.retainloyalcustomers.com/

Teri's Tip #1

Remember it can be a  gift when customers complain.  It gives you an opportunity to learn something about your processes that will enable you to improve.

The key is to fix their concern (see Service Recovery) and then go back and figure out what caused the complaint and see if you can prevent it from happening again.