The customer may be technically wrong but their perception may be that they are right.
Deal with facts and not emotions
Make sure that you have all the facts before you make a decision.
Understand that resolution is not a question of who'd right and wrong.
The customer's perception of a situation may differ from your one.
Perception is closely linked with expectations.
Perception can emerge for initial contact with the:
- Marketing material
Expectations are set by the customer and depend on:
- Past experience
- Sociocultural aspects
You cannot assume what an expectation is.
You need to ask questions to determine exactly what they are.
Final thoughts: Get the facts to handle a complaint effectively.
A fact can be proven.
A feeling can make a huge difference
in how a fact can be interpreted.
An opinion is an interpretation of a situation.
An estimate carries less weight than a fact.
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