أنشئ حسابًا أو سجّل الدخول للانضمام إلى مجتمعك المهني.
I don´t have the opinion that the customers are always right (but I agree that all efforts should be done to "satisfy him/her). But since the question is not regarding this matter, I´ll drive my answer for the requested.
In that circumstance, it would be better:
- Be yourself driving this issue with the related customer (if not possible be you, delegate in a confident person/Sector Responsible). Never change the interlocutor in all this process.
- Never enter into the confrontation. Keep calm mood and serenity.
- Listen well the customer to know where he/she points where´s the "mistake". To understand if it´s a sincere "mistake/complaint". If , as you say that the mistake is from his/her side, let them achieve that point by themselves (if are being sincere).
- Ask him/her how would like to resolve the situation (ask solutions). Ask how and why he/she see´s that the "mistake" was yours.
- Involve the people that "originated the mistake" in the process
- Check the procedures that made the "mistake" appear. Show to the customer to make him/her realize how are the procedures in these circumstances and to show how it will handle this case.
- Tell to the customer that the "mistake" is being considered and will be analysed according to the company political complaints issues.
- Tell the customer that you´ll give and answer in xx days/hours (don´t fail this compromise)
..take your own conclusions and give an answer.
P.S.. Sometimes is preferable lose a client like this type that makes us spending amount of resources (HR, money, time, energy) that could be spent in other customers that really matters.
As long as, defined in and advertising agency customer or client is your boss. Addition to it Boss is always right.
In client perspective client is right up-to the extent of not breaking company rules.
It depends on nature and volume of business.
Seeking in company's benefit, welcome customer's willingness up to an extent.
