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Customers may be not satisfied with your sales person, they may also complaint just get a more special treatment from you. How do you handle that?
In this case I have to be smart to not lose my businss & employee. So it based on situations:
So first of all I have to understand the situation & liesten to my customer & employee. I have tomake sure this complain not related to non moral thing or any abuse from or employee.
1- Explain to my customer what is the importance of our employee to his project.
2- Request from the employee to change his mind & adapet him self with the customer.
3- Meet my customer with my employee
4- If my customer keeps complain then I have to think carefully to avoid the next escalation from customer asking to take my customer out of his business.
5- Switch. Replace my employee with new face from my staff & keep my x-employee in the background to make sure business continuity.
If the customer still complain & to avoide
erfirst of all apologizing , then the act with the employee cannot be a rule, it depend on the person, if it was first time mistake its enough to talk with the employee, if it was repeted many times he should take a warning letter
First serve something like water or else then Apologize in good manners.. and then ask him inshahAllah it will never happens again. be careful dnt say anything about employee in front of customer