Effectively Responding to a "Dissatisfied" Customer (Part 2 of 3)
Rick C Bertino
Business Efficiency Consultant - systematically scale private companies w/<100ees for growth; redirect owners out of day to day operations; optimize team engagement & performance; establish consistent role execution.
Purpose:
Provide a deliberate, controlled method to effectively de-escalating an upset prospect or dissatisfied customer, or any person we come across in our lives.
Who/What is impacted:
the relationship between your company, prospective or existing customers, public reputation and future revenues
Preface:
None of the steps below will be effective, in fact could be counterproductive, if they are done robotically rather than with sincere intentions.
Your objective is not to win an argument but to win the person. So never attempt to make the other person look wrong or feel bad in any way - ever (and this is even when you know you are 100% correct or in the “right”). Your objective is to win them over with an agreeable solution to whatever they are dissatisfied with, or at the very least diffuse their negative feelings to neutral even if they don’t do business with your company the first time or repeat in the future.