Facebook This week, I'm presenting 26 little ideas to help you respond to complaints and difficult customers with much more ease. Customer Recovery ABCs. A ct as if every lost customers sales come out of your paycheck. B elieve the best of customers. Dont make the mistake of assuming most customers are out to simply get something for nothing. The truth is, less than 1% of customers contact companies with ulterior motives in mind. C ommunicate with diplomacy and tact when you final answer is no and when explaining company policy. D ont tell a customer she is wrong. Telling a customer they are wrong never makes them want to agree with you. It only pushes them more forcefully into their original position. E mpathize with unhappy customers and allow this empathy to season your responses. F ind a way to say yes to customers. Instead of saying no or telling the customer what you cant do, think critically about what you actually can do. G ive a token item ...
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