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