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Last updated on 2024年7月10日

You're facing a customer upset over a missed discount offer. How do you turn this situation around?

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Discovering that you've missed out on a discount can be a frustrating experience, especially when you're looking forward to the savings that come with it. As a customer, this can sour your perception of a company and as a business, it's a critical moment to demonstrate effective after-sales service. The key is to approach the situation with empathy, understanding, and a willingness to find a resolution that leaves the customer feeling valued. It's not just about the immediate fix but also about securing a long-term relationship with the customer.

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Alfonso Mauricio Salazar Ramírez

Business Development Leader | Renewable Energy | Building Commercial Teams with Daily Strategies (Mon-Fri) & Personal…

1 Listen Actively

When a customer approaches you upset over a missed discount, the first step is to listen actively. This means giving them your full attention, acknowledging their feelings, and understanding the specifics of their situation. By doing so, you show that you value their business and are taking their concern seriously. This can help to de-escalate the situation and build a foundation of trust. Remember, the goal is to move from confrontation to conversation.

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Alfonso Mauricio Salazar Ramírez

Business Development Leader | Renewable Energy | Building Commercial Teams with Daily Strategies (Mon-Fri) & Personal Growth (Weekends)
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Take a deep breath and really listen to what they have to say. Acknowledge how they're feeling, and get all the details of the situation. It's about showing them that you care and want to make things right. This helps turn a tense moment into a chance to chat and find a solution together.

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2 Empathize Sincerely

After listening, it's crucial to empathize sincerely with the customer's situation. Express understanding for their frustration and apologize for any confusion or inconvenience caused by the missed discount. This doesn't necessarily mean admitting fault, but it does involve acknowledging their feelings. A genuine expression of empathy can go a long way in diffusing tension and showing the customer that you care about their experience, not just the transaction.

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Alfonso Mauricio Salazar Ramírez

Business Development Leader | Renewable Energy | Building Commercial Teams with Daily Strategies (Mon-Fri) & Personal Growth (Weekends)
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It happened to me once, and this is what I said”I totally understand why you're upset. It's frustrating to miss out on a discount, and I apologize for any confusion or inconvenience this may have caused. We value your business and want to make things right. It was a hard moment but the customer understood and appreciated my sincere commitment

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3 Offer Solutions

Once you've established a rapport with the customer, it's time to offer solutions. This could involve honoring the missed discount or proposing an alternative that provides equal or greater value. The key here is flexibility and a willingness to work with the customer to reach a satisfactory resolution. By presenting options, you empower the customer and demonstrate your commitment to their satisfaction.

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Alfonso Mauricio Salazar Ramírez

Business Development Leader | Renewable Energy | Building Commercial Teams with Daily Strategies (Mon-Fri) & Personal Growth (Weekends)
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We want the customer to be happy, so we're open to finding a solution that works for them. We could possibly honor the missed discount or explore other ways to provide you with even more value.

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4 Follow Through

After agreeing on a solution, it's imperative to follow through promptly and efficiently. This means ensuring that any discounts, refunds, or other accommodations are processed quickly and correctly. Following through on your promises reinforces the customer's trust in your business and shows that you are reliable and responsive. This step is critical in turning a negative experience into a positive one.

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Alfonso Mauricio Salazar Ramírez

Business Development Leader | Renewable Energy | Building Commercial Teams with Daily Strategies (Mon-Fri) & Personal Growth (Weekends)
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Once we've figured out a solution, it's go-time! We need to make sure those discounts or refunds happen ASAP. This shows the customer we're serious about making things right and that we're super reliable. It's like turning a frown upside down and leaving them with a great impression of our company!

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5 Maintain Communication

Maintaining communication with the customer after the issue has been resolved is an important step in after-sales service. Follow up with them to ensure that they are satisfied with the resolution and to reiterate your appreciation for their business. This continued engagement can help to repair any damage to the customer relationship and can also provide valuable feedback for improving your processes in the future.

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Yago Lucas

SQL | JavaScript | CSS | HTML | Salesforce | CRM
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Eu sempre procuro manter a comunica??o com os clientes após resolver qualquer problema. Enviar uma mensagem para saber como est?o, se têm algum feedback ou se posso ajudar em algo mais é fundamental para garantir uma boa rela??o com o cliente

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6 Build Relationships

Finally, use this experience as an opportunity to build a stronger relationship with the customer. Encourage them to stay in touch for future offers and updates, and consider enrolling them in a loyalty program if appropriate. By turning a negative situation into a positive one, you not only retain a customer but also potentially gain an advocate for your business. Positive after-sales interactions can lead to word-of-mouth recommendations and repeat business.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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You're facing a customer upset over a missed discount offer. How do you turn this situation around?

1

2

3

4

5

6

7

1 Listen Actively

2 Empathize Sincerely

3 Offer Solutions

4 Follow Through

5 Maintain Communication

6 Build Relationships

7 Here’s what else to consider

Aftersales

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You're facing a customer upset over a missed discount offer. How do you turn this situation around?

1

2

3

4

5

6

7

1 Listen Actively

2 Empathize Sincerely

3 Offer Solutions

4 Follow Through

5 Maintain Communication

6 Build Relationships

7 Here’s what else to consider

Aftersales

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感谢您的反馈

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