Keeping your cool when the customer is hot

Keeping your cool when the customer is hot One day in the life of a businessman may be of joy and satisfaction, or it can be frustrating and stressful. If something goes wrong, some people lose. Keep emotions under control and to respond professionally in the fire are not always easy. It 'very hard to be nice for people who are not sympathetic to you. So, what to do to make your cool when the customer is out of chewing? Most of the time is not your fault. Is the problem with a product or a service supplied by another person in your organization. You are always to blame because the unhappy person is in first place, and it is not pleasant. When it comes to evil people, there are four important steps to help spread the situation. Step one is to apologize. "But," they say "not my fault." Do not matter who is to blame, in any case, we apologize. As a representative of your company, you have the responsibility to see that things are good. Their desire for justice will have a positive effect. Because in two for a topic. If one of you refuses to be unpleasant, there are disagreements. You are not to accept the debt we are simply saying: "I am sorry for the problem." I am your breath, unless you want, with absolute sincerity, so make sure your tone of voice with her. Step two is to understand the customers angry. Let the person who identifies with your feelings. To say that I understand the frustration after receiving a defective product or bad service. The angry person begins to feel better, when his response is validated. Step three is to accept responsibility for the situation. Contact the customer. Let he who is going to do what it takes to make things right. One can not help what has already happened, but it is a solution to the problem, or find someone who can. The last step is to act. Decide what you can do, and say to the customer. They replace the defective product or incorrect as soon as possible. If the problem was poor service, better service. If you offer a bonus of some sort or waive fees, the Tiger, before you tu into a pussycat. Use the abbreviation "ASAP" to remember these four steps for calming upset customers. Each letter stands for one part of the process. One is "Apologize." S stands for "sympathy". An acronym for "responsibility". P means "prepare to act." Nothing will be solved argumentative and reactionary. Instead, diffuse the anger of the customer by providing apologetic and sympathetic, and focus on positive measures to resolve the situation. Before you know it, your enemies are your allies. Ah yes, remember to smile. And all feel better and more educated. (c) 2005, Lydia Ramsey. All rights reserved in all media. Please reprint articles on-line is intact and all links that are at home.