Empathy Counts with Upset Customers
Managing upset customers revolves around one thing – empathy. Instead of offering solutions first, identify with your customer and recognize that they are upset about the inconvenience and hassle in fixing the issue much more so than the issue itself.
Also, remember that the issue itself does not define you or your company, the way you respond to it does. Watch this short video for a real life example taken from a client meeting earlier today…..