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    ustomer will also.

    Step 2: Acknowledge the customer's point of view. Never tell a customer that he or she is wrong, but always respond in such a way that the customer knows that you understand where he or she is comin

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    If you are in business, you will eventually offend a customer, or at least fail to meet the customer's expectations. Now that the damage is done, what is the most effective way to deal with the complaint and keep the customer?

    Step 1. Identify with the customer. Never take a customer complaint lightly. Rather, do your homework and make sure that the customer understands that you genuinely care and that you want to do the right thing. Doing the right thing, however, doesn't always mean giving customers what they want; it means making sure you do your best to get both sides of the story and respond appropriately.

    One of the best ways to identify with a customer is to ask yourself, "If this had happened to me, how would I feel? What would I think the right thing to do would be?" If you're truthful with your answers, and you respond accordingly, the odds improve that your customer will also.

    Step 2: Acknowledge the customer's point of view. Never tell a customer that he or she is wrong, but always respond in such a way that the customer knows that you understand where he or she is coming

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    Step 1. Identify with the customer. Never take a customer complaint lightly. Rather, do your homework and make sure that the customer understands that you genuinely care and that you want to do the right thing. Doing the right thing, however, doesn't always mean giving customers what they want; it means making sure you do your best to get both sides of the story and respond appropriately.

    One of the best ways to identify with a customer is to ask yourself, "If this had happened to me, how would I feel? What would I think the right thing to do would be?" If you're truthful with your answers, and you respond accordingly, the odds improve that your customer will also.

    Step 2: Acknowledge the customer's point of view. Never tell a customer that he or she is wrong, but always respond in such a way that the customer knows that you understand where he or she is comin

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    ng the right thing, however, doesn't always mean giving customers what they want; it means making sure you do your best to get both sides of the story and respond appropriately.

    One of the best ways to identify with a customer is to ask yourself, "If this had happened to me, how would I feel? What would I think the right thing to do would be?" If you're truthful with your answers, and you respond accordingly, the odds improve that your customer will also.

    Step 2: Acknowledge the customer's point of view. Never tell a customer that he or she is wrong, but always respond in such a way that the customer knows that you understand where he or she is comin

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    customer is to ask yourself, "If this had happened to me, how would I feel? What would I think the right thing to do would be?" If you're truthful with your answers, and you respond accordingly, the odds improve that your customer will also.

    Step 2: Acknowledge the customer's point of view. Never tell a customer that he or she is wrong, but always respond in such a way that the customer knows that you understand where he or she is comin

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    ustomer will also.

    Step 2: Acknowledge the customer's point of view. Never tell a customer that he or she is wrong, but always respond in such a way that the customer knows that you understand where he or she is coming from. This is best achieved by listening to what the customer has to say and asking questions for clarification.

    Step 3: Ask the customer this question: "What would you have us do?" This puts the monkey on the customer's back to tell you what would be fair. It still doesn't mean that you are going to do what has been suggested, but you give the customer an opportunity to offer an opinion.

    Step 4: Get input from others whom you respect before you respond.

    Ask your supervisor's opinion, a well-respected salesperson or even a fellow businessperson you respect.

    What you're looking for here are alternatives to both keep the customer and to avoid putting your company in jeopardy.

    Caution: Sometimes doing the "right thing" is not enough to keep a customer. So calculate what it will cost you in terms of gross profit dollars if you and the customer cannot come

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