Small Business Tax Center
Small Business Ideas, Grants &
Plans to Start & Run a Business:

Small Business Grants
CyberSchmooz
Network in Cyberschmooz Community Ask Questions Questions and Answers Share Tips Small Business Ideas List Your Business Business Advice from Idea Cafe Experts Coffee Talk with Experts Starting A Business Business Plan Biz Planning | Sample Plans Small Business Ideas Idea Name Your Biz Name Plan Your Biz Plan Financing $ Starting a Business Do It! Running your Business Marketing Tips Promotional Merchandise Marketing Tips Marketing | Sales | Customers Human Resources HR | Employees | Contractors Legal Forms & Tax Information Legal | Biz Forms Managing a Business Managing | Operations
Financing Resources Financing Your Business E Commerce & Webhosting eCommerce Take Out Info Trade Publications FREE Trade Publications Business Books Biz Books Your Own Business Small Business News Small Biz News Gen X Biz Gen X Biz Work at Home Work @ Home Business Information The Fridge - Biz Info on Ice Destress Send Awards Send Awards & Greetings Yoga At Your Desk Yoga @ Your Desk Fun Guide Guide to Find FUN Online About Idea Cafe Press Idea Cafe has received Idea Cafe in the News Idea Cafe's Kudos Kudos for Idea Cafe Advertise on Idea Cafe Advertise on Idea Cafe Privacy Policy Privacy Policy Contact Idea Cafe Contact Idea Cafe Link to Idea Cafe Link to/from Idea Cafe Join Idea Cafe
Search Idea Cafe Site Directory Site Map Online directory to business resources Biz Web Guide



Answer from our Guest Expert Donna Hall of The Right Answer, Customer Service Consultants

PAGE 2

Guilty as Charged!

When biz owners or their employees make a mistake in dealing with customer concerns or problems, it's critical to plead guilty as charged. Then, turn the sticky situation around as quickly as possible. No matter how bad a day you're having, never let customers know you're flustered or frustrated. It simply backfires -- and it'll leave egg all over your face. Nothing will get done when both you and the customer are in a bad mood.

Sharpen Your Silver Tongue

Remember, choose your tone and words carefully. You attract more bees with honey! Even a definite "no" can be received and accepted, if it's served up with just the right words. To help you do this, don't take customer comments to heart. It's a conversation between the two of you, but be a service pro and let negative comments roll off your back. Internalizing insults will only give you a sour stomach. Instead, look for solutions to accentuate the positive.

Apologize if you need to and offer another solution to the problem. No matter what, look for resolutions.

Crown the Customers

Give customers the distinct feeling they're valued. Letting customers know they're important can take the edge off any service problem. Simply validating their value as a paying patron helps to level the tension and let them know you care about their feelings. Isn't that what we're all after? Treat your customers like royalty. Be respectful and gracious. Eating some humble pie never hurt anybody!

Lastly, never assume that you'll have another opportunity to right a wrong. It's one strike and you're out for some customers who'll simply take their business elsewhere. And that's bad news.

Hope this helps you overcome and learn from your customer service nightmare. Here's to more customer service happy endings!

Donna Hall

The Right Answer - Customer Finessing Experts

back to page 1

Google      

Small Business Tax CenterIdea Cafe HomeSign UpBiz Grant CenterCyberSchmoozCoffee Talk with ExpertsPeople in Biz ProfilesStarting Your BizBiz PlanningRunning Your BizFREE Trade PublicationsMarketingFinancing Your BizHuman ResourcesLegal & Biz FormsManaging Your BizeCommerceYou and Your BizGen XWork@HomeThe FridgeDe-StressSend an AwardSend an eGreetingYoga @ Your DeskWeb GuideIdea Cafe in the NewsAbout Idea CafeAdvertise on Idea CafeContact UsPrivacy PolicySite MapSmall Biz News

Copyright 1995-2019, Idea Cafe Inc. Downloads are for personal use only, not for resale to others, and may not be reprinted in any form without written permission from Idea Cafe Inc.

DISCLAIMER: We hope whatever you find on this site is helpful, but be cautioned that it may not apply to your own situation, or be totally current at any given time. Idea Cafe Inc. and all of its current and past experts, sponsors, advertisers, agents, contractors and advisors disclaim all warranties with regard to anything found anywhere on this family of websites, quoted from, or sent from Idea Cafe. and its related sites, publications and companies. We also take no responsibility for comments published by others on these pages.

TRADEMARKS: The following are Registered Trademarks or Servicemarks of DevStart, Inc.: Idea Cafe®, Online Coffee Break®, The Small Business Gathering Place®, Take out Info®, Biz Bar & Grill®, Complaint-O-Meter®, A Fun Approach to Serious Business™, CyberSchmooz™, and BizCafe™.

 

 



 

 

 

 

 

 

 

 

Each week we pluck reader questions from CyberSchmooz and ask our savvy biz experts to give you their ideas -- compliments of the house! Got biz questions of your own brewing? Go post 'em in Idea Cafe's CyberSchmooz. You'll get peer-to-peer help from fellow entrepreneurs. And bookmark this page so you can check back here soon -- maybe our experts will single out YOUR question next!

Have a biz question of your own? Go post it in CyberSchmooz

Meet the Experts