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Thanks for the invite. I always believe in honesty with the cusotmer, and also a commitment to everything you can to assist in the situation. So I away ensure I am sympathetic and remember the customer is not angry at me personally.
be honest and direct, during the conversation get right to the point and explain the situation in a clear terms. its important that you not waste people's time beating around the bush,( it shows respect )
First, we had to acknowledge our mistake and we backed our mistake up with a solution that would comfort our client.
In my professional career of Apparel industry, there are times where we have to share some bad news to customer. We always make a ground and update them a complete details with ours / factory's efforts on resolving the issues prior to share the bad news directly. As Customer do understand the problems and mostly have solutions by sharing the details with them.
Yes, its a part of life, in the such situations I have been sharing the facts with politeness and softness. Same time, tried to involve with the solutions that helped me to keep customer in the calm mood. However, in some cases, difficult customers had reacted badly too, but always tried to be remained calm and secured the company's image as well as interests.
Politeness combined with firmness is the key.
If the fault is organisational , be profuse in apology and suggest/ seek the means / measures to correct the situation.
If otherwise , apprise the factual position and the organisational efforts made to contain the fallout.
Remember, its organisational for you but personal for them , unless it's a B2B transaction.
Empathy needed in both. !!
Honesty is Key here. Taking responsibility and bearing in mind customer is king.
Good customer service means having thorough knowledge of your inventory, experience with your products, and being able to help customers make the best choices for them. Good customer service is treating customers with a friendly, helpful attitude. People remember how you make them feel, and I have found that just smiling and being interested in helping them solve their problem impacts how satisfied they are. Actually it is all about always being positive and willing to assist your customers to the best of your ability.
