In our series of articles on angry customers here’s the final one on what to avoid when an irrate customer contacts your organisation.  If you feel the customer service team or you need extra training on how to deal with these types of situations then time with business coach will get you on track:

Don’t Stick Your Head in the Sand

Being an ostrich and trying to ignore the issue just won’t work.  If there is a problem that you need to deal with putting it to the back of your mind is not a good idea.  It will only fester or even worse blow up in your face at a later date.  If its something you don’t know how to deal with then get some training in that area.

Losing Sight of the Bigger Picture

A customer complaint can have a big impact on the company in terms of reputation so never lose sight of that.  In the current economic environment there are no businesses that can afford to lose customers due to bad customer service.  The skills you have gleaned from business coaching will keep your company protected.

Don’t Fear Fighting the Customer’s Corner

If you feel that a customer is justified in complaining then use your knowledge and expertise to tackle the flaw in the company’s systems or processes.  It will benefit everyone in the long run.

Forgetting to Follow It Up

Even if you have satisfactorily resolved a customer complaint you must get back to them and explain what has been achieved.  This can dramatically increase the level of loyalty the customer feels.