Hello twitter,

A colleague forwarded a chat between a customer and a business owner to me and I was soo surprised after reading it. Let me explain the scenario to you.

The customer wanted an item delivered out of Accra and the business owner's rate was two times higher than what the customer often pays for. The customer asked the reason for the high price and the business owner lost her cool.

I understand how frustrating it can be for business owners when customers challenge your prices and it is totally okay to be upset and speak off your mind. which is exactly what this business owner did.

The business owner went as far as sending a voice note to the customer to show how upset she is. The customer was not rude in any of these communications.

Here is the thing. As a business owner, you may have said what your emotions directed you to say but let me tell you what happened behind the scene.

She took a screenshot of the conversation and screen recorded the audio and sent it to a group page on Whatsapp and asked what she did wrong. The truth of the matter was, everybody wanted to know the brand and didn't want to patronize such a brand.

As a business owner, everything you do has a ripple effect on your brand hence it is important to choose professionalism over your emotions. You cannot eliminate annoying customers but I can teach you how to manage them.

In the customer service turbo training, I will be teaching you how to handle customers who get on your last nerves.