Please describe an occasion when you have dealt with an unhappy customer?

Question

CUSTOMER FOCUS- FOCUSES EFFORT ON UNDERSTANDING MRRTING AND EXEEDING DIVERSE CUSTOMER REQIREMENTS BOTH INTERNAL AND EXTERNALLY.

Answer 1

Thats a hard question! I have dealt with unhappy customers but I have never thought that much into it. It depends what field of work you are applying it to I guess. I only went as far as to apologise for whatever inconveniance was caused and offer a solution within my cabability. If that wasn't good enough, I passed them to my manager.

Answer 2

When you have an "unhappy " customer, there is a fine line between making the customer happy and being a doormat. You want to resolve the situation, have the customer leave happy, and not have your company lose money. Always offer an exchange in place of a refund. The customer is NOT right if they are trying to scam you in some way. But if you are smart and tactful, you can send any customer away happy and knowing that he will return for business.

Answer 3

I deal with unhappy customers quite often. i work for a hotel booking agency and we hear from people who have had a bad experience at a hotel.

One example. Client calls to advise the hotel he stayed at last night was rubbish. There was no hot water in any of their rooms and they were not advised of this when they checked in at the hotel otherwise they wouldn't have stayed. Also mentioned that the bedrooms were a bit delapidated and could do with refurbishing and cleaning. They said the overall attitude of the staff at the hotel was unacceptable and they would not ever stay there again. They said to let other people know of the hotels low standards.

I dealt with the complaint accordingly and let the customer know i sympathised with their situation. i advised them i would contact the hotel and take it up with them. once i had done so i gave the client the hotels feed back and assured them this won't happen again and we would not offer them this hotel again.

Over all the client felt happy i had dealt with things and sympathised with them!

Answer 4

I worked in collections and customer service for 7 years. I have had a lot of situations, but the ones that stick in my mind are those were the customer is unhappy with there life in general. For example, I was on the phone with a father of a female customer he wanted her contract canceled on the grounds that her drug addict boyfriend forced her to sign the contract and receive service and he also felt they should be given a credit because of that reason???The big wigs finally gave into him and credited his account, after all the customer service reps had denied him the credit we couldn't speak with him anyway because he wasn't authorized.

Answer 5

I always told them what they wanted to hear. That used to keep them quiet for a while. I don't do A*** licking and never will.
I used to man the customer service phones for a large and well known supermarket chain. I've had people being rude to me for no reason, threatening me, threatening to sue me. Allsorts.
Don't bother trying to understand your customers. If you did, you might as well be a well paid psychologist.

Answer 6

Jeeez...... You just need to find out WHY the customer is unhappy,and then you can try and rectify the problem,if you don't have the authority,take it higher

Answer 7

I had an Oxy contin addict jump the counter when I was working retail in a pharmacy and try to choke me because their insurance company wouldn't refill his prescription because it was too soon to fill and the Doctor refused to write a new one because from this behavior, he realized that he had created a monster...

I remember thinking to myself... "If I didn't need this job I would punch this motherfu*cker in the face and kick his ***."

But I smiled and delt with it like a good little drone!

Answer 8

i might say, and feature executed numerous situations. "in case you cool down i visit objective that might actually assist you as maximum suitable i'm able to yet once you reside abusive or use foul language i visit place the telephone down. i'm effective you opt for help and that's what i'm right here for. Is that each one right?" in the event that they stay abusive positioned the telephone down. whilst they ring back in the event that they do it returned proceed to place the telephone down. you're actually not hired to be abused. finally they get the message and usually apologise. in the event that they do then say "thank you for that. i be responsive to you have got a criticism which i visit objective my maximum suitable to rectify, yet i'm not hired to be abused. Now then we ought to variety your situation out?" do not neglect 'the shopper isn't ideal.'