Website Customer Management, Dealing with Nightmare Customers
Writing by Brick Marketing on Sunday, 27 of January , 2008 at 9:50 am
Website customer management is something that some websites struggle with and it is not because webmasters are unaware of the needs of their customers. The trouble that most webmasters have with their website customer management is one of articulation. Poor communications breed misunderstandings. A simple misunderstanding can lead to all kinds of problems and severely tarnish the reputation of a business. Not all customers are vindictive, but some of them can be. Blogs are a dime a dozen these days and the last thing you want is a disgruntled customer posting bad experiences on their blog, no matter how small the readership. If the readership is more than one, it is too many.
Website customer management techniques for dealing with nightmare customers are many and varied. The most important thing to remember is to be as thick skinned as you possibly can. If a customer becomes offensive do not retaliate, take the high road. Meet any of their needs that are reasonable, but none of the needs that are not. This is as true in regular customer management as it is in website customer management.
Keep your communications as professional as they can be. Many people will choose to pre-write communications for delicate situations. Cut and paste material to suit. The goal of this is to avoid misunderstandings. Read and reread anything that you write before you send it. If you have someone else that can read it as well, pass the writing through as many sets of eyes as is feasible. If you are too used to reading your own material, it is a possibility that you will overlook something.
Avoid saying no directly. In many cultures a blatant refusal is exceedingly impolite. Rather than saying no you could say something like, “Unfortunately we are unable to concede to your request at this time.” If an unreasonable request is made, an indirect refusal can be a great way to effectively say, “no,” without upsetting the customer.
Website customer management can take a great deal of time to master. Every once in a while, you will get a nightmare customer that takes exception to something. Defuse the situation as much as possible and talk things over with the people that you work with. Sharing website customer management techniques is the best way to develop effective procedure.
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Category: Website Customer Management
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