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Apologize for Your Mistake
The customer is angry as they have received a product which is not working as they expected or they have received a service which was...
Work Towards Resolution of the Complaint
When a customer complains the aim should be to resolve the issue as swiftly as possible. This requires that the issue the customer is...
Keep Calm when a Customer Complains
When the customer is complaining, the customer is angry and they may act aggressively or use aggressive language. The language, tone and...
Acknowledge Customer Complaints
The first step to resolving a problem is to recognize that the problem exists. It is tempting to ignore the angry customer and hope the...
Dealing with Angry Customers
Try as you may, you cannot please all customers all of the time. There will be constraints in your ability to meet the customer’s demands...
Negotiation: Never Negotiate Alone
A lot of people think that sales is a lonely job. The image conjured up when we think of a sales person is of a person going from door to...
Negotiation: Style of Negotiation
Negotiations can be done in many different ways. We’ve all seen sales persons apply their own personal style of negotiation to the...
Negotiation: Answering Tough Questions
Negotiations are not easy. They’re tougher when customers ask tough questions. This could be a list of demands which include stretched...
Negotiation: Work with the Customer
Negotiations are not a one-sided affair. You need to involve the customer in the negotiation process. This is something most people tend...
Negotiation: Work for the Deal
Negotiating a deal is one of the toughest jobs on the planet. It involves understanding the needs of the customer, how you can fulfill...
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