How,Deal,With,Customer,Dispute business, insurance How To Deal With Customer Disputes Without Losing Customers

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When you are a customer, it is convenient to be dogmatic aboutthe old "customer is always right" ideal. However, some customerstake advantage of their power position, using their eternalstatus of "right" to take advantage of business owners andservice providers.Although most business owners say the customer is always right,they each have their own list of clauses to protect themselves--as well they should. If a customer requires somethingunreasonable from you, you have the right to refuse them, even ifyour refusal sparks their antagonism.It is much easier to deal with this type of customer in a bigcity environment. Amid the throng of people, you can consoleyourself with the knowledge that, if you do incite the wrath of acustomer, you will probably never see them again.When you operate a business or provide a service in a small town,dealing with unhappy customers is a much more delicate procedure.Especially when you have to sit two pews away from them in churchthe next day.Business owners in rural communities are denied the option ofwashing their hands of antagonistic customers. Letting a customerleave angry and unsatisfied virtually guarantees gossip. And in asmall town, bad news travels faster. It can sweep through thecommunity in less than a week, wiping out your customers aseffectively as the galloping consumption.The key is to douse an unsatisfied customer's rage before itreally starts to burn. Most customers won't enter the scene in ahuff. When they become really unpleasant is when they don't getthe kind of service and understanding they want.Over the years, my friend Bill, a small town furniture storeowner, has had to become an expert in the art of angry customerprevention.One of the difficult situations Bill has to deal with often isthe return of electronics that were sold to smokers. Many peoplebuy things from Bill that, a month later, they decide they can'tafford. The problem is that cigarette smoke reeks havoc onelectronics after a short period of time. Not only does the smokecause mechanical problems, but every time the TV is turned on, itexudes the smell of cigarette smoke.Bill cannot simply eat the cost of these damaged electronics,like Kmart or Walmart have the freedom to do. He has to figureout some way to deal with the customer's unreasonable requestwithout antagonizing him.I am fascinated by Bill's ability to handle these situations. Iasked him to describe in detail how he was able to defuse thesepotential explosions before impact. This is what he told me:1. At the beginning of the interaction, listen. Don't talk.Interrupting the customer's monologue would be regarded as a lackof interest and respect.2. Don't come to any quick conclusions. Wait until you have thecustomer's entire story, so they feel you've heard them out infull.3. To prove you were listening closely, paraphrase the customer'sstatements.4. If the confrontation escalates and the customer becomesangry, try to concentrate on the customer's message instead oftheir anger. If you let the customer drive you to angrystatements and outbursts, you will create a downward spiral thatwill never end well.5. Remember that your objective is to show the customer you wantto help. Becoming angry or argumentative would only provethat your sole concern is yourself and your interests.6. If you come to an agreement indicating that the customer iswrong, try to avoid making the situation embarrassing for her.7. Above all, always, always, always apologize, even if you knowyou did nothing wrong.Always do your best to avoid turning a minor disagreement into amajor argument. If the customer comes in angry, do what you canto make sure he leaves placated.Unfortunately, there are some customers who don't deserve to bedealt with in the respectful manner described above:1. Any customer who attempts to influence you toward some illegalor unethical action. For instance, if a customer wanted a receiptin excess of what was paid, that customer is not worth yourpatience.2. Some customers are more trouble than they are worth. If youare forced to ignore a dozen customers because you are busydealing with one difficult customer, you will have lost more thanyou gained.3. The worst kind of customers are those who revel in beingunpleasant and rude. Some take the power of their position so farthat verbal abuse seems perfectly acceptable to them. Thesecustomers should be asked never to return.