By Bob Losyk
How many times have you been singed by customers who feel they're the victim of your store's mistake and let you know about it in a not-so-nice manner? How you respond to and recover from those situations will determine whether you hear from them again. It also determines what they will say about you to their peers-your potential customers.
Customers have pre-determined expectations about a product or service. The finished product or service creates a perception. When the perception is less than their expectations, they feel they have been cheated. Customers define value in their own terms, not yours, and no matter what their perceptions are, those perceptions are the only relevant reality. You must build that perception back up to an even greater level than was originally expected in order to satisfy them. An irate customer who is satisfied often becomes very loyal and a source of future profits.
We all know free word-of-mouth advertising is the best kind. On the flip side, irate customers' talk about your company is the worst advertising you can get. Here are some ways you can respond to regain an angry client's loyalty and business.
Be diplomatic. Whether customers are justified in the way they are acting is not the issue. In their mind, they are right. The way you immediately respond is vital to easing the situation.
Remain calm. Most likely, they are mad at the situation, not at you. Put your personal feelings aside. Arguing with ...
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