Jonathan Farrington

The focus of all modern management thinking and strategic business practices must be the customers. Keep customers happy, and your sales will continue to soar—neglect them or take them for granted, and your bottom line will suffer accordingly. When responding to a customer who has a legitimate complaint, keep these six rules firmly in mind for the best possible outcome: #1: Listen with understanding and sympathy to diffuse anger and demonstrate your concern. Tell the customer something such as, “I am sorry you have been inconvenienced. Tell me what happened so I can help you.” It is vital to show a sincere interest and