MBA1455 Q&A Wednesday: How do I deal with a customer that threatens me?

Online bullying: it isn’t just for middle schoolers. Every business will eventually have a customer who turns rabid, threatening to blast your company all over the Internet if you don’t cave to their (often unreasonable) demands. 

Here’s what to do next.

It’s Q&A Wednesday, and one of our listeners has a disgruntled customer who wants a refund well past the deadline — or else. Some people think bullying works, because frankly, sometimes it does. Anyone who’s ever been on social media knows that people aren’t always their best online. So how do you handle someone’s worst?

Is it worth the cost of a refund to avoid the drama? Or is it worth an attack on your reputation to stand your ground?

Today we discuss both possible answers, and the pros and cons of each. The cost/benefit analyses of both approaches are worth considering, and may differ from business to business. Either way, it’s best to be prepared. Click Play!


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