Know-How Exchange : Strategy

You can be fairly assured that if you do not satisfy this customer, they will let a number of other people know that your quality is not what it claims to be. It does not matter if it is superior quality or not. On the other hand, if you are able to satisfy this customer with either a replacement or refund, he may tell a couple of others that you are good people with whom to work.

It is very difficult to convince someone that you are right and they are wrong, which is what you are trying to do. You may have the best product in the world, but if the customer is not happy with it, your product does not matter. If you want your company to be known for good products and great customer service, then you will need to satisfy this and other customers to their satisfaction.

Remember however, there are some customers you will never satisfy. Talk with this customer and try to identify their real concern or complaint, it will help you in determining if this is or is not a customer capable of being satisfied.

Good luck

I am not familiar with any sites to answer your Part 2.

tahirmalik-7,

Without any previous understanding of your current circumstances I would say that your "Customers Expectation" has not been satisfied and therefore probably not completely identified up front. Remember this rule, you don't have to believe it but this is how the customer perceives it...

"THE CUSTOMER IS ALWAYS RIGHT"

Now if you doubt that you have even a bigger problem.

INVESTIGATE CLIENTS EXPECTATIONS...
View your customer as your client. If you were an attorney how would you protect your client? Of course you would do everything legally possible to protect your client.

"A PERSON CONVINCED AGAINST THEIR WILL IS OF THE SAME OPINION STILL"...You got it you are not going to change your customers perspective by arguing the point with him. Again investivgate cleints expectations grant them their wish and "Don't Worry Be Happy".

RESOLVE THE PROBLEM QUICKLY...
tahirmalik-7 if you fail to solve the problem quickly you are going to have another bigger problem. Most people debate and deliberate too long with their clients. The customer wants you to resolve the problem quickly. Now if you don't their going to be second guessing you this entire relationship.

SHOW THE CUSTOMER SOME LOVE...
Identify what they need consider that the expectation was not completely identified at least to the extent that the customer and who ever sold it were not on the same page. Resolve the problem and enlist the customer by getting them to communicate back to you that they are completely satisfied otherwise refund their money and move on. I know you may feel that you are losing here but you will be losing a lot more if this is not resolved. I hope to hear from you and remember "Serve The Customer With Passion". Is there anything else I can do for you tahirmalik-7?

Your Servant, Deremiah, *CPE (Customer Passion Evangelist)

PS
tahirmalik-7 remember that it takes a special person to serve their customer with Passion even when they think that they are right. Sometimes being right is overated. But "Doing The Right Thing" is always more important.