How To Keep Your Customers By Dealing With Conflict
During my years as a sales and marketing executive, I learned the importance of dealing with really angry customers. Several situations where customers’ problems had been avoided and/or mishandled — causing conflict, anger and alienation — were handed to me to resolve.
I confess that the customers’ hostility and initial refusal to deal with me was daunting. Long before they would allow me to resolve their problems, I had to summon the courage to hear, understand and acknowledge their problems and perspectives. Over time, I was almost always [Read more…]