By Carol Rohrig

It has been a busy and hectic day with phone calls, sales personnel, customers and consignors all competing for top priority. The telephone then rings with an irate customer. You must resolve the situation immediately. Use the following tips to help resolve the problem and keep your customers happy and coming back.

Most important: STAY CALM and keep your tone courteous and respectful. This will help defuse a volatile situation.

Make it clear from the beginning that their call is important. Try to remove any distractions by taking the call in a private place in your shop.

Ask the caller for their name and repeat it back to them. In addition, use their name during your conversation; this will make the caller feel important.

Assure the customer that you will try to resolve their complaint to the best of your ability.

Listen to your customer explain the details of their complaint. Do not argue or interrupt the caller. Let them vent and tell the entire story. Take notes if you have to.

Repeat the situation back to the caller trying to identify the exact source of the caller's frustration. Try to empathize with their situation.

Work towards solutions. Ask the customer what they want and decide if their request is reasonable. Many times the customer doesn't want anything; they just want to vent and bring their problem to your attention.

Work with the customer to reach some sort of compromise. However, don't make any promises you cannot keep. Work towards a solution that you can deliver.

Finally, deliver what you promised. If you blow it this time, the problem will only escalate.

Hopefully, these tips will help you when dealing with angry customers. Working towards equitable solutions will help keep your customers satisfied and put your business in a favorable light.

Carol Rohrig is retried from the resale industry and is a Past NARTS Board Member   

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