
angry customer

angry customer
Do you have to deal with some really “difficult customers” ?
The first question you should ask is “why is this customer being difficult ?”
Most customers are “difficult” because they are not getting what they want
in terms of product quality or delivery.
So here are some tips for Managing those customers:-
1) Understand what the customer wants – EXACTLY. Get them to spell it out in detail in a product spec.
2) Ensure that your product matches the customer spec.
3) If you hit problems which affect customer delivery or quality you need to be pro-active by:-
a) Keeping the customer informed – don’t take the ostrich approach & bury your head in the sand – arrange a regular conference call on a regular basis until any issues are resolved.
b) What is the contingency ? – is there any alternative you can offer the
customer until you resolve the issue.
c) Give them a timing plan detailing all activities associated with fixing
the problem – and keep it up to date.
d) Don’t bullshit the customer – maintain integrity by being open & honest,even if it feels painful doing so.
Taking a pro-active approach to managing customer expectations will pay off
in the long run as they realise that everyone has problems & the above approach demonstrates you are going the extra mile to solve their issues.
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General Electric
In the U.K today we slumped to another level of misery with unemployment hitting 2.57 million, the highest for 17 years. What a tragedy especially for our youth with levels above 21% for 16 – 24 year olds.
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1) You need additional
I knew exactly how Reverend Harold Camping felt on Saturday when his end of the world prediction (known as “The Rapture”) failed to transpire.
There are always plenty of laughs to be had in BBC’s “The Apprentice” – that’s what its all about after all, rather than a serious look at