In a previous post on this blog, we've discussed how to handle bad online reviews. While this is an increasingly important skill as ever more financial and social transactions move to the Internet, there are a few invaluable customer service guidelines that apply no matter your product/service or where the customer interaction takes place.
How to Talk to Your Angriest Customers is an excellent article that outlines in detail steps you can take to deliver exemplary customer service to your most problematic patrons. (Don't forget to follow the numerous links within the article for even more in-depth coverage of various points!) And, hey, if you can placate your angriest customers, imagine how easy it will be provide great service to those making simple requests!
Oftentimes, a client's negative experience can be salvaged and turned into an opportunity. Righting something you've done wrong—or even providing extra assistance to help more smoothly resolve a situation that's ultimately out of your control—can go a long way toward retaining disappointed customers. You might even get a referral out of it. So, get out there are make happy those students you've worked so hard to attract!
