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Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,*,When The Customer is Wrong,By,KOH HUI MENG,1,“,The customer is always right.”,NO. Not true!,There are times when the customer is wrong, when the complaint is simply not valid and when you absolutely cannot meet a request.,2,How do you deal with angry customers when you cant give them what they want?,3,1. Explain,why,your answer must be “no.”,Say that you are very sorry you are unable to do what the customer requests.,4,2. Assert that the companys policy is fair and justified.,Explain that a different policy would only create problems.,5,3. If the complaint arose due to error, explain how the error occurred.,Thank the customer for bringing the matter to you attention.,6,4. Let upset customers know you respect them and wish to keep their business.,Every complaint is an opportunity to improve your relationship with a customer. You can accomplish that goal by developing superior communication skills, keeping calm and proving that you and your company are competent, caring, willing and able to correct errors as quickly as possible.,7,
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