4 keep your cool its easy to grow defensive when

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4) Keep your Cool . It’s easy to grow defensive when criticized. But when such criticism does arise, try to remain calm and remember the following points. a) Don't take complaints personally . Customers just want what they paid for. Just like you. They know nothing about you; they don't know that you just had an argument with your spouse, or that your mother is sick in the hospital. They aren't yelling at you. They just know they aren't happy, for whatever reason, with either a service or a product. It's your job to
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make sure they walk away, if not happy, at least placated whenever possible. Try to remember that word-of mouth still goes a long way, even in today's technology-driven society. b) Don't dwell on the past . After an incident with an unhappy customer passes, don't dwell on what could have been. Focus instead on the future and preventing the incident from happening again. Try to repair problems in communication, customer support and head off potential problems before they occur. c) Do your best to fix the problem. After you have listened to the customer and offered a resolution, your customer may still be unhappy. Accept the fact that some people are just downright difficult and nothing you do will please them. If you've done your best to fix the situation, then you need to be able to just let it go. d) Strive to always improve . We all learn from our mistakes. Or we should. Appreciate your 'good' customers, but learn from your 'bad' ones. Don't let a complaint ruin your day, but don't ignore it, either. Constantly look for ways to improve customer relations and your experiences with 'bad' customers should dwindle. Remember, you will have customers who complain. It goes with the territory. But if you take the time to try and resolve their complaints with courtesy, honesty and integrity, you'll go a long way in smoothing ruffled feathers. Your business wouldn't be anywhere if it wasn't for customers, so remember that a smile and an effort to change a situation always win out over a scowl and a bad attitude. You'll feel better, and so will your customers. ************************************ THE END**********************************
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  • Spring '16
  • COLLINS CASHMIR
  • Economics, supervisor., Institute of Customer Service

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