Nobody likes listening to complaints. The safety valve in handling complaints. People like talking so let people with complaints talk themselves out. NEVER interrupt them. Show value for their opinion.
Listen and understand their problem while using it as a learning experience as well. Help the customer defuse emotion and tension. The more they talk the more chances they will solve the problem without your interference. Interrupting them will not help as it is a sign of disagreement. Encourage them to supply more information about all good and bad points creating a discussion about the merits.
When all is reviled bad points will be insignificant and a agreement will be reached much easier without your input to a certain point. When a person does most of the talking they can weigh up both sides fairly with an open mind and come to a positive conclusion. You may be able to work out a solution between you for both sides.
When you empathize with people they start to feel you are on their side thus settling down and cooperating. An apology will help settle tension and even a second or third will have the customer thinking your way towards the end. Never offer an excuse as it will not be heard by a customer as he wants action for the problem.
A solution can then be much easier to be found for all parties.
Always aim for a yes answer as it keeps a happy way out open for all. Never say the word no as it inflames the situation not allowing for a satisfactory end. The ultimate outcome is to turn a negative into a positive result of a continuing happy customer. Your reputation is at stake to live or die.
For a continuous long customer relation ship a followed up is required in all cases. Here is to your WEALTH AND HEALTH. DO YOU REALLY CARE ABOUT LIFE? Do you look after your health or just wait until you are sick to care?
Look after your family first especially the young and old. New Technology has arrived to save lives and cheep. The wristband can do wonders. Seven to choose but only one can do all.
THE world’s first Smart wristband is not ONLY a Heart rate monitor But a Respiration rate monitor as well. BUT there is More….. & More and more, Also Blood Pressure, your ECG can be done. Do You want more? Your Heart rate Variability will analysis for mood and energy levels Along with measuring steps, distance and calories that YOU burn. This is a serious piece of equipment with more not mentioned like being a monitor.
New things will be added as they come available & not too far away.
SO JOIN AND EXTEND A LIFE, YOU & YOURS.
So put yourself on the line and be the master of your own time.
for your time, Tom Short.