California Department Of Consumer Affairs

Everyone is going to work with the best intentions in mind. There is no person with an ounce of integrity, who starts a new job with the deliberate intention to disappoint our customers. Nor can any sane person deny that the job will be times when things get a little out of hand resulting in a less than stellar reviews for their customers and their business. No matter how hard we try to please everyone, but we still need to plan for that kind of day that our "mom (and) said it would be this ."

A few years ago, when bad things happened by chance that a good share of customers were not as high for the business. Then it was much easier to isolate the problem, calm down the customer and try to make things right before they went ballistic and began a crusade of Consumer Affairs. In those days, the angry customer will most likely start the ball rolling by filing a complaint with the Better Business Bureau or the local office of Community Affairs. Although certainly not a desirable business outcome, the situation was easier to control, because the complaint escalation process moved more slowly than they are now allowed to slowly cool down over time, leaving more time for negotiations and problem solving prijecijeli long ago the world was informed of the complaint via the Internet .

from the Internet at your fingertips and with dozens of consumer complaint sites are available, an angry customer now has the opportunity to pour out his liver, only a few moments after he or she feels that they somehow were inconvenienced and disappointed at the end of the business. Speed ​​and convenience are certainly not an ally of business where the buyer can ask for during his or her initial outbursts of anger. It's quick, simple and deadly insults to the business.

This is why any new business and its staff must heed this warning and give some thought worse case scenario of the customer relationship and the proper way to conduct when dealing with unhappy customers. Blowing off angry customer was never really an option before. With the internet available, no doubt you will have the last word, perhaps, the last laugh.

I know of several cases in which the exasperated customer recorded and broadcast (on-line) service representatives nasty reluctance to provide adequate services. A few years ago, Comcast Cable let the technician, who was shot (the buyer) fast asleep on the couch day sobe.Isječak went viral on YouTube, in fact.

"Some people believe that the public flogging of a company or business person on the web is the best way to get their attention and change their negative behavior," said Rich Abernathy, a local consumer advocate. "People are going to be very sensitive to that and hopefully - will be notified ."

"I think the inherent nature of the Internet brings the inner complainer in us," said Ray Collier, another local dealer I recently talked s.

Here are some useful tips to avoid viral customer complaints:

• The apology is often calm dissatisfied customers.

Try the following to say - and believe it:

"I am very sorry for this situation, Ms. Jones. We both wanted to get this issue resolved quickly. Let me see what I can do this work satisfactorily ."

• The buyer must always know that you care. Send the buyer a brief but sincere apology with something special to acknowledge their patience and understanding.

• Offer choices angry users. If you love your job, sometimes you have to let the buyer - to go to a competitor. If this is a solution that helps them move on without further animosity towards you and your business to make it happen.

• Do not argue. It does not matter what you think about the angry customer or even the validity of their complaints. Just explain to them what to do to set things straight. Fix the problem as soon as possible and politely. Things will be better when it is calm and rational thinking in progress.

Not all customers complaining takes place within the limits of his story (even if they have a brick and mortar business), so you might not know about their existence, unless you stumble on them accidentally. It is very important to monitor the web and hear what others are saying about you and your business. Fortunately, there are some very good tools available for use. Most are free. Here's what minimum is suggested.

• Set individual Google Alerts for yourself, your company and its products. It will come to you every day and soon you'll be able to determine what if anything should be the answer to. Remember, pick your battles carefully. Count to ten before deciding whether or not to respond to what they read, and - if you decide to respond - and, as

• Use Google Blogsearch and / or Technorati to see what people are saying about you, your company and its products and services.

• Setting up Twitter Search to follow what others May be tweeting about you on Twitter.
Good customer service is so important and, ironically, there is so little that it can meet these days. What we can provide today is considered the edge - if your service and says its customers - May not always agree with you - at least, realize that you care and be kind to them at any time. If you can actually meet them and give them what they want to -. Even better