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Solving Customer Problems
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Let's start with the master key
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The only way you can conquer me is
through love, and there I am gladly conquered. |
Bhagavad
Gitta |
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For some, customer is the king,
for others, customer is the god.
For me, customer is a beloved
friend I strive to make happier.
~
Vadim
Kotelnikov |
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Love breeds love –
love your customers, and
they will feel your love and
love you back.
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Turn customer problems to
business opportunities
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If you can
resolve
the problem
quickly to the customer's
satisfaction, you will
strengthen the bond of trust
with that customer, who will
spread the good word to
others.
Dealing with customer problems
in a
caring and concerned manner
requires a commitment from top
management and involves training
and coaching every employee who
may be confronted with customer
complaints to resolve the issue
in a dedicated, customer-focused
manner.
Lessons from Konosuke
Matsushita
Complaints
Strengthen Ties
Far from being an attack, a
complaint should be treated as a
valuable opportunity to
strengthen ties. "Naturally I'm
delighted when a buyer expresses
compliments,"
Konosuke
Matsushita would say, "but I'm
just as pleased to get a letter
of complaint."
His reasoning was
that if customers didn't bother
to complain, that meant they had
already decided not to buy any
more products from your company.
If, on the other hand, they
expressed their dissatisfaction,
even to the point of seriously
considering going elsewhere for
their needs, they were still
interested.
As long as you are
sincere, treat their complaint
with respect, and root out the
cause of the problem. The
relationship will become
stronger for it...
More
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NLP Solution: How To Deal
with Unfair Clients
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According to the
NLP approach to conflict
resolution, some people may be rude and
unfair just because they may
believe that it is the only
choice they have and they are
used to getting their way in
this manner.
While dealing with such people,
keep in mind that you cannot
change the past, but you can
change the way it's remembered.
Similarly, you cannot change the
future, but you can influence it
based on what you do now, in the
present.
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Most agitated customers only
want their problem resolved. If
your response exceeds their
expectations, you may have a
customer for life.
Always remain calm and
empathetic when dealing with
an irate customer. And always
ask the customer what she (or
he) would like you to do.
Try to find a solution in
cooperation with your prospect.
Rather than coming up with your
all your own scenarios that
don't match what your prospect
wants, ask him or her: "What is
it that we can do right now to
make this right?" Such a
question will help you to stop
him or her focusing on the
problem and start focusing on
finding a solution. It also
communicates them that you are
also attempting to
solve the problem.
Once you get a response, you
have a point to start
negotiating from.
Selling is problem solving.
Solving customer problems is a
form of selling too. The most
important to
find the roots of the problem
and address them in a sincere
and polite way.
And always keep in mind that
conflict resolution, like
persuasion, negotiation, and
marketing, is a battle of
perceptions. "We see things
not as they are but as we are,"
said H.M. Tomlison.
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"Let unhappy customers vent
their feelings.
Listen without interruption
and maintain eye contact. Remain
objective and avoid passing
judgment. Apologize promptly and
accept responsibility for the
problem. Never assume anything;
zero in on the customer's
specific complaint. Pride
yourself in
creative solutions for your
troubled customers. Think of
this as an effective means of
low-cost advertising," advises
Scott Clark, the author of
Customer problems can create
business opportunities.
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