Sales & Service Tip Of The Week

Did you have another good week?  Are you all “refreshed” after reviewing the sales and service tips from previous weeks?  Did you do your homework and come up with a list of complaints?  Good!  Now lets review a checklist for handling complaints as a sales and service professional.

Listen…Be calm.  Don’t add “fuel to the fire” by yelling back to the customer.

Don’t interrupt.  Let angry person “blow off steam.”  Sometimes, saying nothing “douses the flames.”

Apologize for the inconvenience.  Appealing to emotion and having “empathy” for the customer’s viewpoint eases the situation.

Assure customer you will answer to person’s satisfaction.  But, don’t make promises that can’t be fulfilled.

Answer the complaint.  Rebuild your customer relations.

If you cannot answer, seek help.  Be sure the customer is satisfied.

Swing back to selling.  Ask if there’s anything else you can do for the customer.

 
When you answer a complaint this impacts your future business with the customer!  How?  You’ve exceeded the person’s expectation and have created further loyalty, which keeps the customer coming back.  Remember, never take customer complaints personally, as they are not attacking you as a person, but what they are trying to receive or purchase from you.  Keep your focus.  Swallow your pride and serve your customers properly.  It’s your job.