Customers are king, and they are the main reason that you are in business. Even though customer complaints can't be totally eradicated in day to day business, skillfully resolving customer complaints will go a long way in preserving your product and service.
Customer complaints are good as they make it possible for business owners to improve on their products and services. Also, it increases the bond between customers and the service provider. Here are several steps in resolving customer complaints.
1. Listen Intently.
Dealing with customers can be very tricky, especially when they are angry. A good listening skill is needed to be able to deal with a complaining customer. Listening may not be applicable if your customer complain comes through a review. In this, you must read every review and understand it to be able to provide adequate feedback to the customer.
It is tempting, but you shouldn't interrupt customers when they are complaining, even if they are wrong. It tends to get them angry. While listening, treat customers like they are the most important thing to you at that moment.
2. Thank The Customer.
If a customer deems it fit to complain about your product or service, then that customer needs to be thanked. What if the customer had just kept quiet and left? It is unlikely they will patronize you again. A customer that is thanked for complaining would be surprised, and tend to be calm, even if angry. Thanking your customer for complaining is a key step to resolving customer complaints.
3. Apologize.
Whether customers are right or wrong in their complaints, apologize sincerely. Trying to justify that customers are wrong and you are right will only lead to more disagreements, and no tangible solution would be reached. Apologize on behalf of yourself or the company you represent to make it feel personal to customers. It is hard to apologize when you are not wrong, but with a customer, you have to do it.
4. Seek For The Best Solution.
In resolving customer complaints, don't just seek for a solution, but the best one. But it has a trap. Never profer a solution that you cannot meet. Allow your customers to suggest for solutions that best suits them. Never profer a single solution to your customer, but present options for the customer to choose. Also, you shouldn't force a solution on a customer against their will. If they are not satisfied with your solution, it will affect future dealings.
5. Reach An Agreement.
After your customers have chosen a solution, make sure you reach an agreement. Make customers very sure of the solution they had chosen. Reach an agreement that is both satisfying to you and your customers. When you don't reach an agreement, and you profer a solution, customers may turn it down, and this is not good for your company or business.
6. Take Quick Action.
After reaching an agreement, it would be so unwise to keep customers waiting while you provide solutions. This will again dissatisfy them. Prompt action must be taken, and it always wise to give customers a time frame while you seek the solution. If a solution is going to take you about five minutes, tell the customer to give you about eight minutes.
They would appreciate it more if their solutions come earlier. Never make the mistake of trying to please customers by giving them a time frame shorter than you will meet. If you will provide a solution in ten minutes, don't tell your customers to give you nine.
7. Follow Up.
The last important steps to resolving customer complaints is to follow up. Always make sure to get a contact detail of the customer to follow up after they might have left. Customers would feel important if they receive a call, an sms, or a mail checking on them to know the status of solutions provided. If you like this post, please share. Thanks.
Customer complaints are good as they make it possible for business owners to improve on their products and services. Also, it increases the bond between customers and the service provider. Here are several steps in resolving customer complaints.
1. Listen Intently.
Dealing with customers can be very tricky, especially when they are angry. A good listening skill is needed to be able to deal with a complaining customer. Listening may not be applicable if your customer complain comes through a review. In this, you must read every review and understand it to be able to provide adequate feedback to the customer.
It is tempting, but you shouldn't interrupt customers when they are complaining, even if they are wrong. It tends to get them angry. While listening, treat customers like they are the most important thing to you at that moment.
2. Thank The Customer.
If a customer deems it fit to complain about your product or service, then that customer needs to be thanked. What if the customer had just kept quiet and left? It is unlikely they will patronize you again. A customer that is thanked for complaining would be surprised, and tend to be calm, even if angry. Thanking your customer for complaining is a key step to resolving customer complaints.
3. Apologize.
Whether customers are right or wrong in their complaints, apologize sincerely. Trying to justify that customers are wrong and you are right will only lead to more disagreements, and no tangible solution would be reached. Apologize on behalf of yourself or the company you represent to make it feel personal to customers. It is hard to apologize when you are not wrong, but with a customer, you have to do it.
4. Seek For The Best Solution.
In resolving customer complaints, don't just seek for a solution, but the best one. But it has a trap. Never profer a solution that you cannot meet. Allow your customers to suggest for solutions that best suits them. Never profer a single solution to your customer, but present options for the customer to choose. Also, you shouldn't force a solution on a customer against their will. If they are not satisfied with your solution, it will affect future dealings.
5. Reach An Agreement.
After your customers have chosen a solution, make sure you reach an agreement. Make customers very sure of the solution they had chosen. Reach an agreement that is both satisfying to you and your customers. When you don't reach an agreement, and you profer a solution, customers may turn it down, and this is not good for your company or business.
6. Take Quick Action.
After reaching an agreement, it would be so unwise to keep customers waiting while you provide solutions. This will again dissatisfy them. Prompt action must be taken, and it always wise to give customers a time frame while you seek the solution. If a solution is going to take you about five minutes, tell the customer to give you about eight minutes.
They would appreciate it more if their solutions come earlier. Never make the mistake of trying to please customers by giving them a time frame shorter than you will meet. If you will provide a solution in ten minutes, don't tell your customers to give you nine.
7. Follow Up.
The last important steps to resolving customer complaints is to follow up. Always make sure to get a contact detail of the customer to follow up after they might have left. Customers would feel important if they receive a call, an sms, or a mail checking on them to know the status of solutions provided. If you like this post, please share. Thanks.
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