The last thing we want to hear during our business day is customer complaints. However, it comes with the territory. Here are some tips on how to turn your customer’s complaint into a positive one.
When a customer comes to you with a complaint about one of your products or services, listen to them. Listen to what they are saying and take notes if possible.
The first thing a customer wants when they have a problem is for someone to listen to them.
Let them vent, let them get it all out Once your problem has been fully explained to you, start asking any questions you may have to gain full control of the situation.
While listening, body language is very important. Make sure to maintain eye contact. This sends a message to your client that she is taking it seriously.
2. Be empathetic
When the client has finished explaining their problem, show sincerity by telling them that you understand how they feel. Apologize on behalf of the company that they feel this way and tell them that you are committed to solving their problem in accordance with your company’s guidelines.
By getting defensive in this situation, you are taking a bad situation and making it worse.
By understanding where your client is coming from in the situation and speaking in a calm tone of voice, you can clearly defuse the situation.
You absolutely don’t want your client to get mad and cause a scene.
3. Offer a solution.
We’ve all heard the expression “the customer is always right.”
I don’t necessarily agree with this, but it is important to work towards a solution, even if the customer is wrong. For example, you can try to find them halfway.
You will know if your client is a repeat offender and can handle the situation accordingly.
For customers who have a legitimate complaint, it is best to correct the situation at that time. Either giving you your money back or replacing your product.
Always leave your business card with your customer and tell them that if they ever have a problem again, they shouldn’t hesitate to contact you right away. This will help them regain confidence in you and your company.
The main objective when a customer has a complaint is not to allow the problem to multiply. Your goal should be to ease the situation and retain your customer.
By handling difficult situations like these in a professional manner, you will find your complaining clients satisfied with their problem solved and a new respect for you.
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