The situation: This customer comes to your business without a clear idea of what they need. They may have difficulty articulating the problem, or they may not have a complete understanding of their options. As you ask questions to get to the heart of the issue, the answers don’t necessarily help or may even add more confusion to the situation.
How to handle it: Just like with the indecisive customer, ask a vague customer pointed and specific questions about their needs. This is more likely to provide the information you need to best help them. Each question you ask should be with the purpose of getting to the bottom of the situation so you don’t spend too much time while other customers are waiting.
The customer that demands a refund
The scenario: This customer type is so disappointed or unhappy with the product or service that they are requesting their money back.
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How to handle it: Each company has their own refund policy, as well as regulations that determine what items can be taken back. While the best course of action is to provide a refund in full or in part, your company may want to offer a credit toward future purchases. If you do give the refund, be clear about when it was processed and how long they can expect it to take.
The unhappy customer
The situation: Despite your best efforts to resolve their situation, the customer is still dissatisfied with the resolutions offered.
How to handle it: An angry customer and an unhappy customer require a similar response. Begin with an apology, even if you don’t feel like one is warranted. Briefly take stock of the solutions offered and attempt to offer something else; consult your company policies to determine what you can offer in this situation. During the conversation, don’t dismiss their concerns or complaints; listen with a sympathetic and attentive ear.