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Acknowledge the Customer's Complaint,[link widoczny dla zalogowanych]
Have you ever gone to the store to complain about an item that broke after one use? Or maybe,[link widoczny dla zalogowanych], when you started to assemble it,[link widoczny dla zalogowanych], all the parts weren't included.
As you stand there explaining your story to the "customer service" person,[link widoczny dla zalogowanych], you noticed he is just starring at you. No emotion,[link widoczny dla zalogowanych], no expression,[link widoczny dla zalogowanych], just starring. Once you're finished?without saying a word?the clerk slides a return slip across the counter and says,[link widoczny dla zalogowanych], "Sign here". Ohhhh kayyyy,[link widoczny dla zalogowanych], evidently that guy is in a real lovable mood!
Acknowledge your customer's complaints. Think about how you would feel if you were in his shoes. Even joke around a bit if the situation calls for it. "It broke after one use? You're kidding! Oh,[link widoczny dla zalogowanych], I bet you were upset. I know it would have made me mad. I'm sorry that happened. Would you rather have an exchange or a refund?"
Express concern. After all,[link widoczny dla zalogowanych], who wants to spend time and money with a company who doesn't care about you? And if customers don't spend money with us,[link widoczny dla zalogowanych], we can all close up and go fishin'.
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