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6 Tips for Dealing with Angry Callers

By Mike Morgan

There's no avoiding it: sooner or later 
the voice at the other end of the phone 
call will get nasty. Here are some
simple tips to help defuse the situation.

1. Listen carefully. Stop what you are 
doing and focus your attention the caller.

2. Pause before responding. Interrupting 
will only fuel the caller's anger. Wait two 
or three seconds before replying to be sure 
the caller has finished.

3. Be sure you get the caller's intended 
message. One way to do this is begin your 
reply with, "If I understand your
position," then rephrase the caller's 
point from your perspective.

4. Ask questions that need more than a 
"yes" or "no" answer. This helps guide 
the caller toward using a normal speaking
voice. The longer the caller speaks, the 
more difficult it will be for him or her 
to maintain an angry tone.

5. Avoid using the word "you" near the 
beginning of your statements. Phrases such 
as "You need to..." place blame on the caller. 
Instead, use "I" phrases such as "Might I
suggest trying...".

6. Don't say "I'm sorry". This phrase 
admits guilt and may encourage the caller's 
aggressiveness. After all, you've just shown 
that aggressiveness works! You can apologize 
for the caller's inconvenience. You can regret 
that your customer is dissatisfied. But do 
not say the words "I'm sorry".

Dealing with angry customers doesn't have to 
be a battle. Handled properly, you and your 
customer can both hang up the phone with a smile.

--*--
For more of Mike Morgan's killer home business 
ideas, interesting articles and tips, email 
courses, a free ezine, and other nifty-keen 
goodies for home-based entrepreneurs,
visit http://homebusinesshelper.com 

Tips to Avoid Online Auction Fraud

By John Lynch © 2003


While most buyers and sellers on internet 
auction sites are honest, there is always 
the threat of underlying fraud.

Auction sites have had instances of sellers 
posting pictures of items for sale, only 
to include in extremely small print that buyers 
are only bidding for the photo rather than the 
item itself. When the photo arrives in the post 
and not the product, buyers are obviously
outraged.

Steps to avoid online auction fraud


1) Check seller's feedback

One of the best ways to judge a seller's 
honesty is to check his or her feedback. Most 
buyers will give feedback on a sale, rating
the seller in the seller's Feedback Profile. 
If the feedback is negative, it will be very 
difficult for that seller to buy or sell
anything on that auction site in future. 
Check the seller's feedback and if it is not 
overwhelmingly positive, do not buy.


2) Find out seller's contact details

Before you enter into a deal, try to establish 
contact with the seller. On eBay you can search 
information on a member by visiting the
Find Members page. If you can get a phone 
number or an email address, you have a better 
chance of solving any future problems. You could 
establish contact with the buyer by requesting 
further information about the nature of the 
product in which you are interested.


3) Payment Methods

Credit cards are the safest way to buy 
anything online for the simple reason that, 
in the case of fraud, most credit card companies 
will cover the cost. Online payment services 
such as PayPal and FastPay are also popular with 
auction site users because of their safety.
These are account-based systems that send money 
via credit card or bank account.


4) Use an Escrow Service

For higher priced items you should consider 
an escrow service. An escrow service acts as 
a middleman between the buyer and the
seller to ensure a fair transaction.

The escrow service holds the item and the money 
until the buyer has inspected and approved the 
goods. Only then does it release the money
to the seller.

The only downside is that it will cost the buyer 
extra to use this service. However, it is something 
to bear in mind when buying more expensive items.



5) Complaints/ Fraud Protection

Most online auction sites have a complaints' 
procedure. For example, if you're unhappy 
with the goods or you have not received them,
Ebay operates a fraud protection program. 
For more information go to : 
http://pages.ebay.com/help/community/fpp-guide.html 


The US Federal Trade Commission has a useful guide 
for buyers and sellers on internet auctions which has 
relevance to other countries.
www.ftc.gov/bcp/conline/pubs/online/auctions.htm   


To sum up, most buyers and sellers on internet 
auction sites are honest. However, if you use the 
above tips, you should not fall victim to
auction fraud.


====
Visit http://www.merchant-account-service.com/ebay.html  
for a f-ree extensive auctions course on how to start 
a successful online auctions business.

============

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