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CORRECT
1. It is important to identify if this customer is a one- time customer or a loyal customer of the organization for long
2. Most important aspect of dealing with the disappointed customer is to first sympathetically listen to his grievances on a top priority basis to demonstrate that you care for him
3. If the product or the service has disappointed the customer , find out why that is the case. Knowing the exact reason is important to the exercise of finding a solution
4. Is the disappointment due to customers fault or because of the inherent shortcomings in the pill be product or service.
5. If it is due to customers fault, then assist him and offer an appropriate solution to overcome the situation. He may still be willing to pay for your services if he is convinced of his faulty handling of the product. By providing a amicable solution you will have in fact earned his trust and loyalty
6. If the product / service is faulty , hold due discussions within your organization to see if that is the case.
7. Once the fact of a faulty product is established beyond doubt, simply admit to the customer and explain how it can be rectified or duly compensated to meet his satisfaction level.
8. Since the customer is justified in his complaint that the product was a disappointment, it should be taken as a legitimate feedback from the customer and steps must be initiated to bring about changes in design and delivery etc.
It is most important that such cases need to be handled with all sincerity to gain the trust of the customer. The impartial handling of the situation may actually prove beneficial to the supplier of the product or service as the increased and sincere interactions create stronger bonds with the customer and he may graduate to becoming and remaining loyal customer is sincere. Genuine concern for the customer helps the supplier of product or service to realize the life time value of the customer
If the customer is properly attended, supported, and satisfied with your services, there your business starts growing and flourishing, because a well serviced customer is your most valuable ambassador for the business. A correct statement and agreed with Mr. Amrut Desai.
The issue of customer on service front is to attended first and then based on the action taken by the Service group, the sales person can pitch and make a conducive atmosphere for further talks, business etc.
It is either a threat or an opportunity. If you are wise, it will be a good opportunity, but making a small mistake nay destroy your business
