It's the worst nightmare of a vendor-the call that comes from an unhappy customer. Not only creates extra work for you, but the cuts in his valuable sales time. But, believe it or not, this is a really great sales opportunity and a chance for you to become a hero. Here's how to make this situation work for you: empathize with the client While it may be difficult to keep a tight lip, just listen and let your customer vent. Richard Blumenthal insists that this is the case. Listening allows you to determine what the customer is really angry. Is the real problem that is causing your anger or is it how your customer is to their superiors? Determine what the customer is really asking and find ways to provide the solution. If senior management must be addressed, this creates an opportunity for you to set up a meeting and establish a relationship. If your client's business is being impacted, then you need to take quick action to find a solution.
Establish a Action Plan to raise the issue within your company and make sure it reaches the right hands within its customer service organization. Explain the urgency of the situation and request that the parties are changes along the road. Play Schedule of meetings or conference calls throughout the day to give time-specific and keep things moving. If you do not get the updates to be expected, they call and push for resolution. This not only maintain the pressure, but allows it to be the link to the customer.