How to reassure a client
Video: 7 Ways to Earn Trust with Clients 2024, July
It happens that the client of your company is dissatisfied with the quality of the product or service. And all people can react in different ways: someone will calmly figure out what to do, and someone may start to scream and get angry. And with such nervous clients, you also need to be able to work.
Instruction manual
1
The main thing is to understand that the client makes a complaint not to you personally, but to the company. Do not take everything into your account and in no case raise your voice in response. You, as an employee and representative of the company, should be polite, calm and correct, because according to your behavior they make a conclusion about the whole organization as a whole. In addition, it is beneficial for your company that those who use its goods or services are satisfied, which is why it is so important to pay special attention to problem customers.
2
First of all, try to reassure the client and apologize on behalf of the company for the inconvenience. If possible, put the person in a comfortable chair and offer coffee or tea. Promise that you will do your best to solve the problem, and then really do it.
3
Find out what is the cause of the dissatisfaction, whether the problems are caused by factory defects or an employee’s mistake. Find out all the details, let the person speak out. Best of all, write down what he says, this will help your company improve the service, because it works just to satisfy the needs and needs of customers.
4
Based on the available information, try to solve the client’s problem. Possible measures may include: replacing the product with an identical working one, a refund, after-sales service or warranty repair of the goods. If your company provides services, then offer the client free additional procedures. You can also give him a loyalty card or discount card.
note
Do not make excuses and do not try to find the perpetrators. Better try to solve the problem and correct the situation.
Your main task is to make the client happy with you, regardless of what his claims were. It is best if he continues to use the goods or services of your company, but if he does not continue, then at least he will not speak negatively about the company to friends and acquaintances.
