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You can utilize your communication skills to turn any difficult situation into a manageable one simply by doing the following:
1.) Show the customer that you care by listening, by paying attention to their feelings and concerns you have taken an issue from a business one and made a personable one.
2.) Do not interrupt the customer when they are speaking, even if what they are saying is infuriating you just let them continue and speak when they finish voicing their opinions.
3.) Remain cool, calm and collected under all circumstances. Just because the customer is upset doesn't mean you should boil your blood as well. Take the customer aside from cash register or from in front of other clients and show them that this a significant matter that you are willing to resolve.
4.) Keep in mind the customer is always right and express this attitude to the customer by solving their problem and avoid negiotiating.
5.) Ask the customer if they have any other concerns, give them your business card and let them inform you if they want to personally contact you for anything. Show them that you care and you will always lend a hand and help.
In engineering and specifically civil we work with home owners, usually they are nervous as they are building their dream homes and due o this they tend to fear getting the wrong choices specially in finishing. How we loosen the atmosphere is by comforting and supporting. keeping a warm atmosphere tends to lower doubt in the owners and as a result they have a calm state of mind for making choices. Plus we usually submit large samples so as they can use a larger scale imagination. In complicated situations we tend to to reverse the act and listen to the person so as to give them the feeling of compandship and with these they feel excite and as any owner they usually dont like the feeling of being left out.
Nervous customers initiate a dialogue to get a resolution. The effective communication will be to enforce customer's trust in you that despite his recent disappointment over a certain situation, the company goal is to serve him to the best of your ability.
Make it as simple and comfortable as possible.
Do not see them as customers. Be patient with all who come to you.
