Have you every become angry with a customer or client? Have you had a dispute about an agreement or a transaction? For example, maybe you said the lease was for 48 months but the client is certain you said 36 and now he doesn't want the equipment. Or, maybe a merchant believed that all times under $200 were automatically approved but the agreement states only times under $100 are approved, and now he is filing a claim.
Regardless of the disagreement, how do you salvage this relationship? You can't afford to make one customer unhappy but you also can't give away the store; others will hear about it and expect preferential treatment as well.
You can resolve this conflict. Just TAKE IT EASY!
Take a deep breath and give yourself a few seconds to calm down.
Ask questions.
Keep your voice at a normal level- raising your voice will only aggravate the customer and make you appear out of control.
Earn the customer's trust by listening to the complaints completely and without interrupting.
Invest some time in resolving the conflict, you probably won't solve it in one phone call.
Talk directly to the people involved- don't go on hearsay or second hand recollections.
Embrace the conflict, don't run from it. This is a learning experience and one that will better prepare you for customer complaints in the future.
Avoid foul language or name-calling.
Stay away from emotional reactions; keep it businesslike, and remember,
You can do it!
