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Dealing with Customer Complaints

Posted by Franchise Grade Team October 4, 2014

Customers that appear to be difficult are usually caused because they are emotional. You must defuse the emotion before you can effectively work with them. This means effectively projecting empathy for their issues. Convincing the customer that you understand, that you feel badly for their problems and frustrations and genuinely want to help them will then normally allow you to hold a constructive conversation that can achieve a satisfactory resolution.

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