Tuesday, March 8, 2011

Resolving Customer Disputes

It's really bad when a customer is unhappy with your product or service, and if an attempt to redress the problem is frustrating or fruitless, it makes matters even much worse. But more often, successful dispute resolution lies in a business owner's hands.

It's always best when people on the floor or in the field are the first line of response. Solve the problem right away when it occurs.

Our first tendency on some situations usually is the tendency to match our tone to their tone. Don't greet agitation with agitation, but instead, stay calm and their voice will start coming down and begin to relax.

Take note of the five A's:
  • Acknowledge the problem.
  • Apologize, even if you think you're right.
  • Accept responsibility.
  • Adjust the situation with a negotiation to fix the problem.
  • Assure customer that you will follow through.
Don't forget salesmanship. The skills and techniques of good selling are more valuable in tough situations. Whether you resolve the issue or not, they'll see that you have their best interest in mind.