Monday, December 27, 2004

How dummies can win over a difficult customer

On the website, there’s an article adapted from their book Customer Service for Dummies about “Winning over a Difficult Customer”.

The basic steps are:

  1. Let the customer vent.
  2. Avoid getting trapped in a negative filter.
  3. Express empathy to the customer.
  4. Begin active problem solving.
  5. Mutually agree on the solution.
  6. Follow up.

The complete article is in this link.