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4. Do not argue with an irate client. - No matter what you say to an angry client, you are sure to lose. As they say, the customer is always right. Just find a way to help the client out instead of making statements like “you can put all the blame on me.” Such statements do not help the situation any and may irritate the client even more.
5. Communicate clearly. - Try to stay away from saying things that can be open to miscommunication. One of my problems stemmed from my car’s airconditioning. When on the phone, do you think everyone can distinguish between “low cooling” and “no cooling”? They sound very alike right? Well, my airconditioning went from “low” to “no” in a matter of days and when I got the car back (yes, they released my car that way), I was furious about the non-working airconditioner. It’s been fixed since but maybe they could have said: “Your aircon is not working anymore” instead.
6. Make your position clear. - Do not play 101 questions with the customer. “May problema po ba kayo sa aircon nyo?” (Do you have a problem with your aircon?) Did they think that if my aircon was not working in the first place, I would just keep quiet about it? Service Advisor N. did not insist that I would not be able to stand using the car with the aircon that way and just accepted my statement that I had no problems with my aircon and that it was so cold I would even turn it off when I drive to my office. Oh well.
There. Just a few common sense tips that may help you avoid a major argument with a customer. If a satisfied customer is the best advertising, a dissatisfied one is a headache or a nightmare.
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