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No matter what, no sales team is immune from the occasional disgruntled customer, no matter how hard you may try to please everyone every time, the truth is that you simply can’t. You should do everything that you can to make your unhappy customers see your company in a favorable light, and sales managers, in particular, have obligations to the customers to whom they or their sales staff have sold or promised products, goods, or services.
Make sure that you give the customer several choices or options when it comes to resolving a problem. If someone feels as if they are being forced to agree to something and there are no other options, they will instinctively become resistant to whatever you are suggesting. This is known as giving a customer a marketplace because they can see what their options are and decide from there. Of course, some customers may decide not to accept any of the options that you offer them, and this is their choice, but you owe to them to provide them with options regardless of their decision.
Make sure that you give the customer several choices or options when it comes to resolving a problem. If someone feels as if they are being forced to agree to something and there are no other options, they will instinctively become resistant to whatever you are suggesting. This is known as giving a customer a marketplace because they can see what their options are and decide from there. Of course, some customers may decide not to accept any of the options that you offer them, and this is their choice, but you owe to them to provide them with options regardless of their decision.
Customers complain for many reasons. Sometimes, they honestly believe that they are not getting a fair value for thier dollar, but other times, they think that by complaining, they will be able recoup some of thier money and still get to keep the product or service that you provide. Buyers remorse is more common than you think.
This does not meant that they have the right to turn into serial complainers, however, but there is a fine line between good customer service and good business practices, and the top professionals have learned how to walk it from experience. For better or worse, there is no better on-the-job training then dealing with difficult customers and working together with your sales team to come up with effective conflict resolution strategies.