Cranky Clients: A Guide to the Disgruntled Customer

No matter how hard you try or how much you do to satisfy customers, there will always be a few who just are not happy. They may not be happy with the product, the service, or you … or they might be having a rotten day and you happen to be the target. Let's look at some of the ways a professional salesperson can turn an upset customer into a satisfied customer. 'R-E-S-P-E-C-T!' The first thing to remember is that customers, no matter what they say or do to you, deserve your respect. Remember, you're there to serve customers, not just to sell a product. Here's a story that illustrates this point: A customer goes to a dairy to return some milk that was sour when she bought it. She tells the employee the milk is sour and she wants to exchange it. The employee takes the milk, opens the top, smells it, and says, "You're right, this milk is sour." The customer looks at the employee and

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