It happens that a client of your company is dissatisfied with the quality of a product or service. And all people can react in different ways: someone will calmly figure out what to do, and someone may start screaming and getting angry. And you also need to be able to work with such nervous clients.
Instructions
Step 1
The main thing is to understand that the client is not making claims personally to you, but to the company. Do not take everything personally, and in no case raise your voice in response. You, as an employee and a representative of the company, must be polite, calm and correct, because according to your behavior, a conclusion is drawn about the entire organization as a whole. In addition, it is beneficial for your company that those who use its products or services are satisfied, which is why it is so important to pay special attention to problem customers.
Step 2
First, try to reassure the client and apologize on behalf of the company for the inconvenience. If possible, sit the person in a comfortable chair and offer coffee or tea. Promise that you will do your best to fix the problem, and then do it.
Step 3
Find out what is the cause of the dissatisfaction, whether the problems are caused by a factory defect or a mistake by an employee of the company. Find out all the details, let the person speak out. Best of all, write down what he says, it will help your company to improve the service, because it works precisely in order to meet the needs and wants of customers.
Step 4
Based on the information available, try to solve the client's problem. Possible measures may include: replacement of goods with an identical serviceable one, refund, service or warranty repair of the goods. If your company is engaged in the provision of services, then offer the client free additional procedures. You can also give him a loyalty card or a discount card.
