Do you often have to deal with unsatisfied customers? Whether their dissatisfaction is justified or not, these tips published on Prosalesmagazine.com will help you to avoid conflict.
1) Listen
You will often find out that the customer's anger is not personal. While the customer is talking, try to find something you can agree with. Use your negotiating skills.
2) Lots of complaints are based on poor communication
Establish clear rules. Insist on them without exceptions.
3) Reliable vendors
Sometimes you are not at fault, but your vendor is. Be sure that your vendor delivers goods on time in good condition. Do not forget that if there is a problem, the customer complains to you, not to the vendor. Changing the vendor may be enough to resolve the problem.
4) Manage your reputation
You can't please everyone all the time. Be aware that bad reviews will spread through social media sites very quickly. If you do not respond, your career will be undermined. Transfer your communication skills to online communication. Follow social media sites and answer customer objections. Building a positive reputation online will help your visibility and will give customers confidence in you.
5) Define your limits and stick to them
Complaints usually do not get so bad that a salesperson would "fire" a client, but everybody has a limit beyond which negotiations cease. For example, some products have a very subjective sense of quality. Do not let the customer exploit you. Some customers are not worth that kind of stress. In extreme cases, do not worry about cutting off business communication with this type of client.
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