Comments on: How to Survive Difficult Customers http://www.apexgiftbasketpros.com/2007/02/08/how-to-survive-difficult-customers/ News and Notes for Gift Basket Professionals Sat, 20 Aug 2011 01:06:14 -0700 http://wordpress.org/?v=2.8.6 hourly 1 By: Gift Basket Business http://www.apexgiftbasketpros.com/2007/02/08/how-to-survive-difficult-customers/comment-page-1/#comment-291 Gift Basket Business Mon, 12 Feb 2007 12:12:03 +0000 http://www.apexgiftbasketpros.com/2007/02/08/how-to-survive-difficult-customers/#comment-291 I usually find that an unhappy customer is one that calls in an automatic defensive posture, because this person expects no satisfaction before making the call. That's understandable, so I empathize with the customer from the start to lessen her tension. She is then offered a quick, above-average solution and receives the benefit by mail or Email. When I say "above average," I mean that the customer receives a solution that's more valuable than expected. Whether sent by mail or Email, the customer also receives a handwritten note by mail. It's best to treat every situation in this category as an emergency, because it is. Their view of your company is on the line. I usually find that an unhappy customer is one that calls in an automatic defensive posture, because this person expects no satisfaction before making the call.

That’s understandable, so I empathize with the customer from the start to lessen her tension. She is then offered a quick, above-average solution and receives the benefit by mail or Email.

When I say “above average,” I mean that the customer receives a solution that’s more valuable than expected. Whether sent by mail or Email, the customer also receives a handwritten note by mail.

It’s best to treat every situation in this category as an emergency, because it is. Their view of your company is on the line.

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