GREAT TIPS FOR SOLVING PROBLEMS AND LEAVING YOUR CUSTOMERS ELATED

EXPERIENCING PEACE in business may be a foreign concept. Instead, you may be more accustomed to seemingly never-ending problems and disgruntled customers than the serenity of green pastures and quiet waters. And that’s especially true in today’s unpredictable and challenging business climate. But in the space between the problems that arise and the elated customers you seek to create is the peace that can help you get there.

IF THAT SOUNDS UNREALISTIC, CONSIDER HOW THE FOLLOWING TIPS MAY HELP:

• EMBRACE A PEACEFUL POSTURE. When you engage customers with a calm not-rattled demeanor, you communicate confidence in your ability to effectively deal with the issue at hand.

• LISTEN WITHOUT GETTING DEFENSIVE. Sure, the “problem” may not be your fault, but the customer-isalways-right adage can go a long way to lowering the tension in the air.

• ADMIT YOUR MISTAKES. If your company has done something wrong, consider what it would mean to a customer to hear an apology instead of a denial.

• ASK WHAT YOU CAN DO TO HELP. Instead of plowing into a list of canned responses, ask the customer what a satisfactory resolution would look like.

SEEK ADDITIONAL FEEDBACK. Let the customer know you value their perspective by asking for ways your company can improve.

• KEEP THE LINES OF COMMUNICATION OPEN. Once a solution has been reached, be proactive by staying in touch to show the customer you care about ongoing needs.

• BE A PEACEFUL EXAMPLE. When your team learns how you handle problems in a calm and caring manner, they’ll be more able to do the same.