Here’s some tips in managing customer complaints!
At some point, everyone in business has to deal with an upset customer. The challenge is to handle the situation in a way that leaves the customer thinking you operate a great company. If you’re lucky, you can even encourage him or her to serve as a passionate advocate for your brand.
When it comes down to it, many customers don’t even bother to complain. They simply leave and buy from your competitors. Research suggests that up to 80% of customers who leave were in fact, “satisfied” with the original company. Obviously, customer satisfaction is not enough. Businesses nowadays need to positively delight customers if they want to earn their loyalty.
Here are some customer-oriented tips:
- Listen carefully to what the customer has to say and let them finish.
- Ask questions in a caring and concerned manner.
- Put yourself in their shoes.
- Apologize without blaming.
- Ask the customer, “What would be an acceptable solution to you?”
- Solve the problem or find someone who can solve it— quickly!
