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2008-10-05 08:09:34
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Article by Rhonda Grice |
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Customer service skills for unhappy customers is what helps keep your business afloat. It is a well known fact that if you do any kind of selling or service online you will have some unhappy customers occasionally.
This is not to say you did anything wrong or different from any other customer. Some people just like to complain and others might have a legitimate gripe. Maybe your ad wasn't clear and they assumed they were getting something completely different than what showed up on their doorstep. Be sure if your photo shows something more than what you are selling you state in your ad or auction what is included in the offer. If you don't the whole thing will go down hill right from the first ringy-dingy or email.
Some people become very difficult, and some become emotional. Remain Calm! Even if the issue seems small to you, treat their complaint with concern and respect right from the get-go. Responding is always better than reacting. Always focus on the solution not the problem.
When I personally have a customer that is unhappy for any reason I make sure the issue is fixed to their satisfaction. I do this even if it cost me the entire sale. I'd rather lose one sale and have that person praise me for attending to their problem than have them bad mouth me all over the internet.
Three Keys that Help Diffuse Angry Situations
* If they are yelling at you while you are trying to help, keep lowering your voice until the customer starts to listen.
* Say to the customer "I understand how you feel". These words let them know you are sympathetic to their issue.
* If on email type "I want you to be a satisfied customer. What can I do to make this right"?
Remember to always put yourself in the customer's shoes and deal with them like you would want to be treated.
Stay home and earn with online and off line auctions such as government auctions, eBay, antique, self-storage and more. http://www.auction-know-how.com/ebayexpert.html
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