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In my opinion , there should not be a bad product from the beginning. In case there is a bad product then there must support to the customer through providing similar product or even returning his money. Most important is keeping the trust alive between the company and the clients.
However, even if the product is bad the client is not allowed to be angry unless it caused him major injury or trouble. After all we are humans and can make mistakes.
There's simply no justification for a bad product. The best you can do is to promise the customer for improving the product's quality and usefulness if you can actually deliver on it.
Having great customer service is becoming increasingly important for all stores. Here’s how we deal with angry customers including those who make unreasonable requests.99% of your customers will never complain but how you deal with that remaining1% will define your reputation. No customer should be left fuming if you can help it. If you handle the situation correctly, you can even turn a dissatisfied customer into a walking billboard for your business
If you wish to be successful in any business, then you have to learn how to handle angry and disgruntled customers who may not have received the level of product / service that they expected from the company that you are representing.
Before you devise your plan to cope with these difficult situations, it is important to try and understand the view point from both sides. You are that initial point of contact with the angry customer and they are actually expressing their concerns about the company and not about you as an individual. Try not to take it personally.
You should also remember that the customer is always right. Your aim should always be customer satisfaction, whatever the situation. How you achieve this is up to you based on your individual strengths and inter-personal skills.
Handling angry customers can be one of the most challenging aspects of a job.Behaving in such a way will only fuel the customer's rage and will make the the product, or the service they have been provided with--they are not upset with youyou feel really bad about it
VERY FINE ANSWERS BY ALL..................... NOTHING TO ADD,,,,
Take back your bad product. This is the best way. and never sale/ display bad products.;)
In that way, every products is having some drawback in one prospect like quality(product materials/ ingredient), etc comparing to someone else/ other companies.... But your main aim in the start should a proper marketing along with sales with no failure.
In my opinion most of the problem is because of misunderstanding caused by miscommunication by either side. First step to solve any problem is to listen carefully and understand in full detail the nature and extent of problem, then think over the solution options and choose the best one.
Listen, containment and identify the problem and solve it as soon as the excellent hospitality to him and ratify all what it says
Once you're aware that your client is unhappy then your first priority is to put yourself into a customer service mindset.
The most important step in the whole of this process is listen actively to what your client or customer is saying – he wants to be heard, and to air his grievances.
Start the dialogue with a neutral statement, such as, "Let's go over what happened," or "Please tell me why you're upset."
Once he's had time to explain why he's upset, repeat his concerns so you're sure that you're addressing the right issue. If you need to, ask questions to make sure that you've identified the problem correctly.
Once you're sure that you understand your client's concerns, be emtathic and apologize Show her you understand why she's upset.
Now you need to present her with a solution. There are two ways to do this.
If you feel that you know what will make your client happy, tell her how you'd like to correct the situation.
You could say, "I know you need these samples by tomorrow to show to your own customers. I will call our other clients to see if they have extras that they can spare, and, if they do, I'll drop them off at your offices no later than5:00pm this evening."
Once the situation has been resolved, follow up with your client over t
Your last step is to reduce the risk of the situation happening again.Find the root of the problem and make sure it's fixed immediately, then continue improving your work practices. Also, ensure that you're managing complaints and feedback effectively, so that you can improve that way that you do things.he next few days to make sure that she's happy with the resolution. Whenever you can, go above and beyond her expectations. For instance, you could send her a gift certificate, give her a great discount on her next purchase, or send her a hand-written apology
