6 Steps to Defuse (and Retain) the Upset Customer

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6 Steps to Defuse (and Retain) the Upset Customer

  1. 1. 6 Steps to Defuse (andRetain) the Upset Customer
  2. 2. business with a company if they aredissatisfied with the customer serviceexperience(Harris Interactive)(White House Office of Consumer Affairs)....they willcommunicate theirnegative experiencewith 9to 15 people86% of consumers will stop doing
  3. 3. Tips on How to Defuseand Retain the UpsetCustomer…
  4. 4. NUMBER 1
  5. 5. NUMBER 2Let thecustomerknow youare trulylistening
  6. 6. NUMBER 33. When it’s your turn to offer areply, apologize, empathize andmaintain a calm and caring tone
  7. 7. NUMBER 44. Takeresponsibility
  8. 8. NUMBER 55. Resolveor repairasquickly aspossible
  9. 9. NUMBER 66. Follow up
  10. 10. FOLLOW US ATwww.parature.com/blogwww.facebook.com/paraturewww.twitter.com/paraturewww.linkedin.com/company/paraturwww.youtube.com/paratureincwww.slidesharenet.net/paraturewww.parature.com/rss

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