C for Customer, C for Care

I was reading from the Qlkpod founder, Ravi Gururuj about the need for wishful thinking on unit economics for the newbies in the world of growing startups. And the immediate thought when figuring the way to delight each customer was tough requirement for us newbies. Maybe we should check how to say the right things if the need is how to handle customers who are irate. We should start by apology "I am so sorry for the trouble". Say in one breathe slowly. It is important to take care of the annotations. Provide your brain with sufficient oxygen. We can do this by breathing in slowly and holding till ten and letting it go. This helps in relieving from any anxiety.

Follow it up my acknowledging their troubles. Sound empathetic, "I understand why you are upset." We must engaging the customer. Say how you will make them a part of your process now. "Here is what I am going to do for you." saying this with a smile. It would great at this moment to recommend how the process can be resolved. 

 How do we resolve a solution when maybe we do not have a solution. 

How do we say a customer NO ? The answer is we don't.  In the immediate conversation convey the real solution that you have provide. This will change the focus your company's service and ease the customer. Maintain your body tone and time your NO. We cannot show the misappropriate by showing a superior air because it is OK for your customer to ask you for a favor. You have keep yourself open and you will figure out creative solutions that works for both of us. Offering choices will give the customer control, it will ease their stress of giving them control. They won't get stressed by saying NO, since they might feel of being robbed. So, keep our smile, your receptive body language and ease out the stresses.

Relax and keep calm. If you think of it in reality certain kind of rejection will help in building trust. You cannot upset a customer, but you cannot say that a doctor cannot be reached for any time any day. These things happen when you cannot say no to unrealistic parameters that hurt business in long turn, but give in your best in terms of up-keeping to previous errors.