If you are a small business owner or entrepreneur, there are a few situations related to customer relations that you should be aware of. Certain situations or issues may require a bit more patience and sensitivity in interacting with customers if you want to continue to have their business.
Dealing with Unsatisfied Customers
Dealing with unsatisfied customers can be one of the most difficult situations in customer service positions. Often, unsatisfied customers may be confused, frustrated, and even hostile. As you serve in a position that is supposed to help these types of customers, you’ll need to approach the situation with a calm and cool disposition and try to not get equally frustrated. Try to be positive, happy, and empathetic as you listen to their concerns. Don’t take their dissatisfaction personally and remember that you will be their best advocate for resolving their concerns. Avoid interrupting them or trying to solve their problem without fully listening to them. If you do your best to answer their questions and fulfill their needs in a calm way, the customers will be more likely to continue interacting with your business.
There are certain circumstances when you may need to actually deny service to a customer that is causing significant problems in your business. For example, if a customer is disrupting your business by yelling, swearing, breaking establishment rules, or threatening your employees, you’ll want to invite them to leave the establishment. There are tactful ways to deny customers service when necessary. However, you cannot legally deny service to someone based on their religion, race, sexual orientation, or ethnicity.
Customers Canceling Service
If you have customers that come into your business to cancel an order, subscription, or service, make sure that you take the time to communicate with them about their cancellation. Of course, you want to keep having their business if possible, so talk to them about their reasons for canceling and try to answer their questions and concerns. However, if they are firm in their decision to cancel, try to gain some insight into why they’ve decided to cancel so that you can prevent the same problems from happening with future customers.
If you ever find yourself in a difficult customer service situation, remember these tips and strategies. It is important to maintain the most positive and helpful environment in your business, and that depends a lot on the communication that goes on between your customers and employees. As you do so, you’ll prevent some future customer issues and be able to handle current customer issues in an orderly, positive, and productive way.
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