: Tips on how to Handle Customer Complaints
:
(463 Words)
How you handle customer complaints can make a big difference in whether you lose a customer or get one who might even spread a good word about you. There are some definite do’s and don’ts to customer complaints, as evidenced by the following tips.
Stay calm
No matter what the complaint is about or who is at fault, you want to stay calm. The customer may be very agitated, and he or she may have good reason. They may take out their frustration on you, and even say negative things. You will want to remain calm and logical the entire time.
Listen to everything they have to say
What a customer might want most of all is someone to listen to their experience. You should do so, and without interrupting them. Let them get everything out that they need to say.
Say that you are sorry
Whether or not you agree with their complaint, you may still be sorry that they had a bad experience with your organization. Even if you are not, then you can still say it. This may truly be what they want to hear.
Try to make it better
An unhappy customer is not a good thing. You may lose their business, but it can be far more wide reaching than that. A lot of people just love to tell others when they have had a bad experience. It is extremely easy for people to disseminate information quickly with a Facebook post, Twitter update or an e-mail to some sort of loop. Suddenly thousands of people can hear about their experience with the push of a few buttons. That is not what you want.
There are various things that you can do to make it better. First if someone was in the wrong at your company, then you can promise that you will talk to them or discipline them. If there was something legitimately wrong with a product or service, then you can look at it to see if it can be improved. You may also want to offer them something for free. If you provided a service, then you can offer a price break. If they are at a restaurant then you can offer them a free dessert. Tell them that you want them to be happy and come back to your business.
When you have finished with the customer you want to do what is in your power to avoid it happening again. If someone from your company did act inappropriately, then take action. You can also talk to employees about how to handle problems better.
Although a customer can get very upset from a bad experience, the correct handling of a customer complaint can contain the damage. The above tips can help you address these concerns.
Updated On: 09/19/2010 Published On: 09/19/2010 Article ViewerClose
Helium 360 – Relating 360
RELATING PROJECT 20100901 – 20100930
How a Wife can Cope with an Overbearing Mother in Law
by Suzanne Rose
WritingImagesAttachments