Customer Service

Identify ideal customer. Let customer understand that we are there to help him and do everything we can to provide the best service. Make negatively behaving people feel like they are losing out if they do not work with us. Client has to understand and respect the value we bring.

The 2 most common ways are:

1. Get Defensive – This will NEVER be the right reaction. Remember that you can win an argument but you will LOSE THE SALE!

2. Apologize – Your customer doesn’t want to do business with someone who is SORRY… they want to deal with someone who has the answers… someone who is solution-oriented. Is that you?

Here is the 3-Step Approach to Dealing with Angry Customers:

1. Qualify the Problem – Get as much information about the problem as you can. The more you understand, the easier it will be to identify the root cause (and fix). You’ve probably heard “ABC – Always Be Closing,” but to be successful in dealing with the customer’s problems you need to be thinking “ABQ – Always Be Qualifying.”

2. Say, “THANK YOU” – You heard me right! Thank the customer for telling you about the problem. Let them know that you were not aware of the issue(s) before and, now that you are, you can do something about it! Thanking the customer sets a positive tone for the conversation and also helps eliminate any unwarranted anger directed at you.

3. Define What You Will Do – Tell the customer what you are going to to do make things better. If you aren’t sure what needs to be done, tell them you need to talk to [whoever] and that you will follow-up with an email/phone call letting them know specifically what will be done to fix the issues.