News: Customer Service/Care
Customer service training can pre-empt angry customers
05 February 2008
Customer service training is an essential part of building customer loyalty with an angry customer, the American Chronicle reports.
"There's nothing worse for business than an angry customer - and nothing more important than rebuilding the trust they've lost in you as a business owner," writes Robert Moment.
However, he adds: "An angry customer doesn't have to be a lost one."
Steps that can be taken include various pre-emptive ones - including better customer service training and thorough knowledge of products and policies, and building a rapport with customers.
As well as this, businesses need to be good communicators when it comes to dealing with angry customers. Explaining policy clearly and calmly "will win the day and the customer".
Also, listening closely to what the customer has to say himself (or herself) is crucial. Often customers have an idea of how they would like to see the situation resolved, and are willing to work towards a solution together.
