Selasa, 02 Juni 2009


. Selasa, 02 Juni 2009

Is the customer always right? It's a question that's guaranteed to generate debate. Many of us think 'yes' the customer is always right - even when clearly, they are not. Others argue 'no', the customer isn't always right, and in fact, can be completely wrong, often expecting unrealistic and inappropriate outcomes and responses we simply shouldn't provide. Yet others hedge their bets and say 'maybe - it all depends on the circumstances'.

My answer to the question 'is the customer always right?' is Yes - in their opinion.

You can argue with them until you're blue in the face, but once a customer has decided they're right and you're wrong, almost nothing you can do, now or in the future, will change their mind. In fact, once they've decided to defend their position,if they feel they are being challenged or attacked, they'll often look for even more evidence to support their case in an effort to 'prove you wrong' and vindicate themselves. As many as 9 out of 10 of us will go out of our way to tell others about our experience if we feel aggrieved, sometimes exaggerating the truth somewhat in the process. And word of mouth has been joined by word of mouse as we let our fingers do the talking on blogs, social networking sites and email.

So what can you do to placate someone who is adamant that you've failed them in some way and reduce the risk of them heading into a tail-spin and telling anyone who'll listen how aggrieved they feel?

Don't take it personally. No matter how angry or aggressive they may be, stay calm, keep your cool and avoid taking it personally. Try and remain as objective as possible.

Avoid arguing with them Let them air their grievances in full without justifying or defending your position.

Simply listen. Allowing them to say their piece without interrupting will make them feel they've been heard and treated with some level of respect.

Identify key points that need to be addressed Calmly reflect back any critical issue(s) that may need to be addressed to enable you to move forward and offer one or more solutions.

Explain the likely follow-up process Let them know what to expect from here on in. Provide factual information regarding what you'll do now, how long the process might take, who may get back to them and by when. Avoid making any claims you may not be able to deliver on.

Stick to your commitments If you say you'll get back to them within 30 minutes, make sure you do so - even if you're unable to offer any solution just yet.

Offer solutions likely to be agreeable to them Anticipate possible solutions and offer them as appropriate. Few complainants expect the earth - most simply want to be heard, treated with respect and recompensed in an appropriate way.

Thank them for their feedback Tough as it may seem, thanking them for their feedback allows them to feel they were right in some way and they may have helped improve things for others. They may never use you again, but you'll have minimised the risk of them bad-mouthing you to others.

Nobody's perfect. Mistakes and complaints happen. How you handle them determines whether you'll maintain a positive reputation and have people speaking well of you to others.


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1 komentar:

antique mengatakan...

nice post my friend.. ;)

:)) ;)) ;;) :D ;) :p :(( :) :( :X =(( :-o :-/ :-* :| 8-} :)] ~x( :-t b-( :-L x( =))

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