Quick Tip No 19: Hear the Pain

AngrycustomerCriticism is ugly; nobody likes it, and we try to avoid it. However if it is out there we should not ignore it. It is important. If we have customers who criticize us, we would love to get right back at them and tell them how wrong they are. However, whenever that happens, for example, during a phone call, it doesn’t end well, because the last thing any customer wants to hear is that he is wrong. Who does, for that matter?

The thing is, customers who criticize you are the best customers you can get. (more…)