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Phsychology | Article #271 :HOW TO HANDLE IRATE CUSTOMERS

In this article, I am going to show you how to handle irate and at times, irrational customers. If you’re first starting out and not making a lot of sales yet, you probably don’t run into a lot of these, but as you progress through your Internet marketing career, you will find that you will get all types. I’m going to show you how to deal with the more common customer complaint problems.

Where’s My Product? – You have your download page all set up. It works flawlessly. You’ve tested it a hundred times. You’ve also sold countless hundreds of this product so you know the download page works. But it never fails that you get one person who will write to you screaming that they didn’t get their product. Now, while the temptation is to tell them what a dope that they are because the darn thing was right in front of their face, simply write to them and apologize for the problem they are having and either send them the download page URL or simply email them the product. The choice is yours. Don’t make an issue of it because they’re already annoyed. No point in getting them any more riled up.

Why Don’t You Answer My Emails? – This is probably one of the most frustrating ones of all. One of two things happened. Either you never got their email, which is possible if you have a cheap email account that doesn’t deliver your mail, or they have a cheap email account and they didn’t get your reply. In either case, write them a polite email back telling them what the case is, either you never got their email or that you did and they must have not gotten your reply. Immediately shift the conversation and ask how you can help them. Be as professional as possible.

Refund This Crap! – This is the hardest one to deal with. You’ll usually get some long winded email about how your product is a load of garbage and all lies and misrepresented and just about every nasty thing under the sun that you can think of. While your first impulse is to write them a nasty email back to defend your creation, don’t do it. Simply write to them, tell them you’re sorry they’re not happy and tell them that you will gladly refund their money. Don’t make an issue of it. It won’t help matters. They’re not happy and arguing with them isn’t going to make any difference to them one little bit. Just cut your losses and move on.

It’s not easy dealing with irate customers. We try to do the best job that we can. We take a lot of pride in putting our sites and products together and we like to think that they’re easy to use, worth the money and not the crap that some people claim they are. But you can’t please everybody and that is the first thing about business that you have to learn.

So the next time you have to deal with an irate customer, sit back, take a deep breath and handle it the way you’d want another vendor to handle a complaint that you had.

You know the old saying, the customer is always right.

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