There can be only one way to handle a customer that is dissatisfied and that’s by having a positive response to their problem.A troubled customer does not want sympathy. They don’t want understanding. They don’t need to hear what a bad day you’ve been having or about the Herculean effort you’re involved in trying to get satisfaction out of the distributor. Most times the customer does not even want a refund. They brought the product or service because they needed it. Chances are they still do.

The question is simple. Are you going to help them solve their problem or is your competition?

You can head off potential, dissatisfied customers by posting your return or service policy in plain sight. When a customer purchases a product or service make them aware of each policy. Do they understand and agree to the terms? If your policies cannot be posted it’s even more vital that you review them with the client or customer at the time of purchase.

Remember to set your customer or client’s expectations. Do they know what the product or service they bought will do for them? More importantly, do they understand what it will not do for them? You have the same responsibility to understand their expectations. Why are they purchasing the product or service? What problem are they trying to solve?

A missed expectation always equals a dissatisfied customer. Try to limit your losses.

Tags: Best Practice, Customer Care