The
customer isn't always right? No, but it it up to us to make the
customer happy even when they aren't right. When a customer thinks
he/she is right, but isn't, it is up to you to train your salesman,
receptionist or manager to have options to offer in order to end up
on a happy, agreeable note which you can both live with.
Sometimes, an immediate discount, a coupon, or a few kind words will accomplish a good end. It depends on what your wares are. Spend some time in your Monday Morning Sessions brainstorming to come up with suitable benefits to offer. You may start with one offer, and move to others as necessary until the customer is satisfied.These
are pre approved offers which your staff member will not have to stop
to obtain approval. It should come across as sincere and spontaneous
which makes the customer know he/she is dealing with a trusted representative who cares.
Compromise
as much as you can without breaking the bank, but do bear in mind,
the customer is not always right as much as the 'old school' of
customer relations touts such an unrealistic philosophy.
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