How to Handle like a Boss: “We’ve worked with you before and we’re not satisfied”
Agent: “Hi, this is Rachel, with XYZ Company.” (prospect interrupts)
Prospect:” I’m familiar with your company. We’ve worked with you before and we’re not satisfied with your service.”
So what can you do when you spoke with a previous customer and mentioned that they’re unhappy with your services.
Treat every unhappy customer as an opportunity to do better. Listen and respond but do not be defensive. Listen for the reasons why they’re unhappy and take some necessary actions to correct it. Push improved features or new benefits that they can get if they will consider your company again.
- Use phrases such as:
“I understand where you’re coming from.”
“I see. I’m sorry to hear that.”
- Then ask, “May I know what are the reasons why you’re unhappy with our services before?”
Listen and Take Note.
By listening to your unhappy customers you will learn to improve the quality of your service and generate a better outcome possible.
A lot of things can affect your company’s reputati