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İ had this kind of situation.There are a lot of sales person which they work same with all customer.However salesperson need to do individual approach to the customers depends from person/customer,from company (If it B2B).you can change your offer,your type of communication and so on.It's very important to know the customer (theirs needs thinking style,looks to the situations and so on) in a few time during communication.And firstly to define who was the reason of this bad experience.but define it only for myself.dont need to express it to the customer directly.if there was a mistake of your team member there different way to restore relations with the customer.but if it was owing to customer...so that is why I sad salesperson must to learn the customer in a few time.then salesperson may define how to communicate,to explain and to do presentation in this situation.It's wrong ''Customer is always right'.You can explain the situation by the negotiations even it's against the thinks of customer.And may be firstly it 'll not give result to you.But if there is a mistake of customer,(for example caprice,or customer can't see the situation detailed and so on) you have to be correctness.And your correctness may affect to your relations.Or contrary.I explain only some example situations.It can be different depend from the reason of that bad experience.
Thank you for the invitation
Agreed with colleagues answer
With greetings and appreciation
Talk to the concern team member first (this is fundamental) before reaching out to the customer. Having the right information will generate great results when talking to the customer. Understand the customer where he/she is coming from that led to the controversy with the team member. Listen with emphaty.... the objective is to win (or scale up) the trust and confidence of the customer. Assure the customer that his/her concerns will be taken cared of personally by you. At the end of the conversation, let the customer feel assured that his/her future concerns will be addressed swiftly.
On the other side of the spectrum is the employee. If in your judgment the employee is at fault, point out the things that needs to be improve and suggest how it can be done. Get the commitment of the employee to change things - apologizing to the customer is one great step if employee recognizes his/her shortcomings. However, if the employee is not at fault, provide him a reassuring support that the experience with the customer can happen to anybody in any given time. It's just one bad day for him/her. Reassure also the team member that the encounter with the customer is just about job and nothing personal to preserve his/her self esteem intact.
Nothing special.i dont encourage or practice selective treatment. He/she will treated with the same respect and courtesy like everyone else. The fact that the customer return after what happened was positive indication that our customer service was not tainted/affected by such event. It was an isolated incident and cannot be viewed as the norms and character of our team.
By listening carefully, apologizing for the inconvienence, will take and own the issue and will resolve it by my great experience.
Later, I will talk to my team representative and explain him/her the basic and advance level customer service to enlighten his/her career to achieve kudos and certificates in future.
