Biz Tip of The Day: Avoid Becoming Argumentative

Biz Tip of The Day: Avoid becoming argumentative, or becoming defensive on the telephone. Listen to the entire complaint from an irate customer. Be sincere. Empathize, and say that you understand their plight, or transfer to them to whomever they should speak with. Solve their problem, if possible, to their satisfaction.

End up on a pleasant note, by thanking the customer for letting you know about his/her problem, so that it doesn't happen again. End by saying, “It was a pleasure to be of help to you,” and have some kind of bonus, or coupons you can offer for appeasement in these kinds of situations. Everybody likes to be rewarded, or get something free, as long as it is a sincere gesture.

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