I attended a masterclass last evening.
The learnings are for a lifetime.
Here’s the deal:
- Never speak when your customer speaks. It’s rude/impolite & doesn’t serve any purpose.
- Watch your tone when you speak.
- Don’t assume things.
- Don’t ever say that you understand their problems when you have firmed up your mind not to resolve them.
- Listen. This will diffuse the situation greatly.
- Even if the mistake is on their side, resolve the issues. It will go a long way in building your brand.
- But if the mistake is on your side, accept it immediately, apologize and go ahead and resolve it at once.
- Don’t say that you will get back in 72 hours when you could have solved it over the phone.
- Don’t underestimate the power of one customer.
- You are not in a monopoly business. So, stop acting. And cut the crap.
- It’s cheap to retain a customer [howsoever small] than to get a new one.
- Last but not least, don’t ever belittle them.
I bought something [food products] from somebody and they delivered the wrong product. And the quality of another product that they delivered was terrible.
I wrote to them. They replied with a picture of another product and tried to prove that they delivered the right product.
I sent them back pictures of the product that I had ordered. I had taken them from their website.
I called them. The lady who spoke said she was the founder.
After a long conversation and after proving that they had indeed sent the wrong product, she finally said that she will ask her team to “look” into this. And said that they will get back to me “within 72 hours” and “let me know”. Phew!
Regarding the other bad quality product, she said that that’s the quality they deliver and they cannot take it back or exchange it. I was speechless for a few seconds.
Then I asked her why. She said that that’s their policy. They don’t take back anything they sell, I was told.
I thank her for the lessons she taught me.
Credit for this blog post goes to her.
Never stop learning!
#b2c #sales #india #customersatisfaction #kkrocks