| Customers are a key element in any business. Without | | | | agitation. |
| customers, there would be no reason why one would | | | | Paraphrasing what the customer has said is also |
| start a business. There are different kinds of | | | | important in ensuring that you have clearly understood |
| customers; some are vocal, others are silent, you may | | | | the problem. Remember not to interrupt your |
| find very aggressive ones and others may be | | | | customers while they vent their feelings. Be calm and |
| inquisitive. All these kinds of customers are important | | | | focused. |
| and have to be understood if any business is to | | | | Always apologize where necessary. Most people will |
| succeed. | | | | calm down when they hear that you are apologetic |
| Whatever temperament your customers have, once a | | | | and are willing to assist them. |
| while, they may be upset while interacting with your | | | | While maintaining a calm tone and being polite, offer |
| employees. How then do you manage a difficult | | | | solutions to the problem at hand. Give various options |
| customer? | | | | and involve the customer in decision making. Clearly |
| The first thing you need to do is to empathize with the | | | | outline the benefits and downside of every choice that |
| customer. Try and put yourself in the situation that the | | | | the customer has. |
| customer is in. Listen keenly while giving the customer | | | | Always remember that the customer is always right |
| confirmation that you feel him. If you are handling the | | | | regardless of how irrational their problem may seem. |
| upset customer on call, giving responses such as 'yes', | | | | As a business owner, train your customer care |
| 'I hear you'; 'I understand' will assure the customer that | | | | department on good customer service practices. |
| you are interested in solving the cause of their | | | | |