Unhappy Customers

Keep them your customers by handling with care.

Here's how you handle them:

  • Make sure you listen actively. Don't interrupt orshow any emotion. Just listen. Once they've vented, they'remore apt to listen to you.
  • Be kind. Plain talk and a steady voice are invaluablewhen handling conflict. Sometimes it pays to give the customer thebenefit of the doubt-you'll have to decide on a case-by-casebasis.
  • When you're under verbal attack, don't blurt out thefirst words that come to mind. Instead, say "I'd liketo hear what you have to say, but please slow down a bit so I canhear you." Or you can defuse the situation by saying "Youtalk first, and I won't interrupt. Then when you're done,I'll see if I have any questions." However you handle it,it's important to remain calm and try a little kindness.

Excerpted from Get Smart: 365 Tips To Boost Your EntrepreneurialIQ

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