Perhaps every marketing guide proclaims that in today's modern economy the customer is at the first place and the relationship has to be constantly strengthened. Unfortunately, not every customer who buys something from us is happy. How shall we behave in that case? Should we maintain a customer approach and offer a refund or assess the situation as a stalemate and rather break up with the client? The Customer Think website helps you in its article.
Customers and their complaints are in the core of operations in a client center where they are analyzed and used to further improve client processes constructively. If you ask any worker in a client center he certainly tells you about a few very unpleasant and demanding customers he have already met and how much effort it took to resolve their complaints. But how can you find that the relation cannot be strengthened anymore due to the lack of customer interest? Here are just a few cases to prompt you that it is better to say goodbye to your client:
1. If senior managers have to deal with a never-ending communication with a discontent client cyclically.
2. If you are wasting time solving one problem over and over rather than addressing other client needs.
3. If you feel under stress, frustrated or even desperate due to solving a customer’s problems.
4. If further maintaining of the relationship with your client looses a long-term value for the company.
Be careful! Once you part with a customer, there is no turning back. Make sure that your decision is legitimate and work with the facts. Check whether there is not something the customer wants and you can carry out. This is an obvious question to reveal each malcontent who is not interested in any refund but only complaints to your account. Even in this case be still polite. Displeasure only intensifies a customer's discontent.
If an agreement really does not lead to a positive conclusion, apologize and tell that you really cannot comply with the customer's wishes. Although the contract failed, offer alternatives and give a contact to another supplier. A break with a customer is always difficult, but the impact on your business due to the energy invested in building an unsuccessful relationship can be worse.
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