Consider this approach when dealing with a disappointed customer. Your mission is not just to fix the customer's problem or to keep their business. It's to regain trust. Imagine the reaction of the customer when you slowly and sincerely state, "We don't want to just regain your business - we want to regain your trust. So, what would it take for you to trust us again - you tell me." This approach gives the customer the control they probably felt they've lost. Plus, since it espouses the virtue of trust - it's less likely that they'll attempt to take unreasonable advantage.
Today's Chuckle:
Love is grand. Divorce is ten grand.
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Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at info@jeffmowatt.com or call toll free 1-800-JMowatt (566-9288). Web: www.JeffMowatt.com
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