Manage My Employees

My view is that there’s no such thing as a problem customer. Why? Because there’s nothing to gain, and too much to lose when employees or their managers brand a customer, “problem customer.”

A more profitable perspective is that there are customers who will have problems (with our product/service) and will need a solution.

When employees label a certain person a “problem customer” – they end up treating him/her like a problem. Even the most highly trained professionals have trouble not letting their true feelings or thoughts eek out.

It comes out in our tone, body language, word selection, attitude or our facial expressions.

Customers can feel our irritation or sense the tension. To deal successfully with customers who encounter problems with our product/service:

• Listen attentively to your customer, give your undivided attention. Seek to accurately and fully understand the problem or reason for dissatisfaction.

• Apologize for any inconvenience, confusion or hassle this has caused.
• Give your customer a specific time or date you’ll have the problem solved. If you can’t do that accurately, give them a time/date when they can expect you to give them an update.
• Provide as many updates as necessary until the problem is resolved. Remember, customers are infinitely more understanding if you communicate and keep them informed.
• Sincerely thank the customer for bringing the problem to your attention.

Customers who complain are a gift! They provide us with the opportunity to correct something before they take their business (and their referrals) elsewhere.