Customer Interaction That Went Wrong
A customer related this story about how his son had done a poor job dealing with a customer. The customer came in for a refund. The item was fine but the customer had trashed the box. The son and the customer had a heated exchange over the refund. The son relented and gave the customer a refund. Not only had the son taken back an item that was going to be hard to sell with a trashed box, he had made the customer mad enough so that he wasn't ever going to return. When you are dealing with this sort of situation, you have to make up your mind early on what you are going to do. If you are going to give a refund, smile and make the customer happy. If you are not going to give a refund, hold your ground and be as pleasant as possible. Accept the fact that you are likely to lose them as a customer. However, this is the sort of customer that you would prefer goes to your competitors. He will cause them aggravation and money.Labels: Refunds
posted by MIB @ 9:50 AM
<< Home