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How To Handle Angry ConsumersBy Alexander Gordon When you run a business and deal with dozens of customers on a daily basis, there is always a chance that some of them will not be satisfied with your service. There will be accusations, raised voices and even lawsuits later on.
To defuse the situation and prevent it from escalating into something both sides may regret later on. Here are some tips you can follow.
Talk It Over:
Ask your customer what exactly he is angry about. This will give him a chance to think what exactly his grievance is and maybe calm down. This also signals your sincerity and wish to solve the problem.
Ask the Consumer How You Can Avoid Such Problems In Future:
The best way to show your sincerity in resolving the dispute is to ask the consumer how you can ensure that this does not happen again. Listen carefully to whatever suggestions she may give. The consumer will be satisfied that you did not intentionally cause harm, and you will get suggestions on how to improve your services.
Don’t Fight Over the Phone:
The biggest no-no, when it comes to handling
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dissatisfied customers is to try to shout them down over the phone. If the customer has a complaint, insist on meeting her and talking it out instead of yelling over the phone.
Third-Party Mediation:
Third-party is not useful only in politics but also in business. Involve a third person to listen to both sides and help you reach a settlement. This will also help the warring sides calm down, since people are reluctant to battle it out, when there are others watching.
Be Inclusive:
Whatever the consumer’s complaint might be there, be sure that your tone and language suggest that it is your problem, too. Try to minimize the use of "you" and employ the word "us." This will passively help you steer the conversation toward less acrimonious channels.
Ask the Consumer for a Solution:
Ask the consumer what she would like you to do about the situation. If the consumer is being unreasonable, then being forced to imagine herself in your shoes may make her stop and think. On the other hand, if the customer has a genuine cause for complaint, then this action on your part may show her that you are sincere about resolving the issue.
In order to handle angry consumers, you need tact. It is best not to yell back, in case the consumer starts shouting. However, in case you do feel your temper rising, count to ten before replying. Employ the help of a third party to listen to both sides and help you come to a settlement.
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Article Source: http://EzineArticles.com/?expert=Alexander_Gordon
Alexander Gordon is a writer for http://www.smallbusinessconsulting.com - The Small Business Consulting Community. Sign-up for the free success steps newsletter and get our booklet valued at $24.95 for free as a special bonus. The newsletter provides daily strategies on starting and significantly growing a business.
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Porter Bancorp votes to issue more stock
At its annual meeting of stockholders this week, shareholders of Porter Bancorp Inc., the holding company for PBI Bank, voted to increase the company's authorized shares of voting common stock from 19 million to 86 million and non-voting common stock from 1.3 million to 34 million.
The stockholders also defeated a motion from Denver, Colo.-based shareholder activist Gerald Armstrong to adopt a policy that the company's chairman of the board not be an employee or former employee of the company, with...<div class="feedflare">
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</div>Thirsty Pedaler 'pub crawler' rolls into downtown Louisville
<img src='http://assets.bizjournals.com/louisville/news/Thirsty%20Pedaler_20120518_0684*100.jpg?v=1'>The Thirsty Pedaler LLC owners Jennifer Benningfield and her husband, Scott Benningfield, used Louisville?s Bike to Work Day Friday to promote their startup business.
The business, a licensee of Minneapolis-based The PedalPub, basically is a bar-turned-bicycle that offers pub-crawl-style transportation on a 15-passenger bicycle.
Initially, Jennifer Benningfield said, the bicycle will operate on a loop of Main and Market streets in downtown Louisville. She added that she would like to expand to...<div class="feedflare">
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</div>Kentucky loses 2,400 construction jobs
<img src='http://assets.bizjournals.com/boston/real_estate/0514CommercialConstruction*100.jpg?v=1'>Construction employment in Kentucky fell by 2,400 jobs from March to April, a 3.5 percent drop, according to a new analysis of U.S. Department of Labor data by the Washington-based construction trade organization, the Associated General Contractors of America.
The state also lost jobs relative to April a year ago. Kentucky had 66,800 construction jobs in April 2012, which was 1,400 less than the state had in April 2011, according to the association.
Indiana, on the other hand, gained 1,100 jobs...<div class="feedflare">
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</div>Mayor Fischer?s brother swims with the sharks
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I thought I had his background down pretty well until I went to interview him for the profile story that appears in today?s print edition of Business First.
I found out all kinds of things I didn?t know.
For example, did you know Fischer?s brother is one of television?s ?Shark Men??
It?s true.
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Check out the Houston Art Car Parade winners slideshow
<img src='http://assets.bizjournals.com/houston/news/Mr_Green_photo_by_Isidro_Urena_Ramirez*100.jpg?v=1'>Houston artist Mark Bradford and his wife Nicole were the big winners at the 2012 Houston Art Car Parade with their 12-foot walking creature known as "Mr. Green."
The Bradfords' creation won the Mayor's Cup at this year's annual parade of quirky vehicles held May 12, featuring 277 entries. "Mr. Green," made entirely from recycled scrap metal, also earned the top cash prize of $2,000.
Click on the image at right to view a slideshow of the winners from the 2012 Houston Art Car Parade.
The Grand...<div class="feedflare">
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Owner Farrah Fatouretchi-Cauley has operated the original location at 2720 Richmond Ave. for nearly five years and said it was always a goal to open multiple locations.
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</div>Houston residential real estate firms jump up transactions list
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</div>Houston residential real estate firms boost dollar volumes
<img src='http://assets.bizjournals.com/houston/blog/top-of-the-lists/RRE-DOLLAR-MAINSLIDE*100.jpg?v=1'>Houston?s largest residential real estate firms increased their total gross dollar volume of closed sales in 2011 compared to 2010.
All of the top five companies on the Houston Business Journal list of the Largest Houston-Area Residential Real Estate Brokerage Firms, ranked by 2011 total gross dollar volume of closed sales, increased their total gross dollar volume but retained their rankings from the previous year. No. 1 Prudential Gary Greene Realtors had the largest dollar volume increase,...<div class="feedflare">
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