No matter what type of business you run, there will come a time when one of your customers has a complaint. Your initial reaction might be anger, or frustration with their perceived pickiness. However, to respond in such a manner will quickly lose you business.
In order to maintain positive customer relations, you must know how to deal with customer complaints. Below are five easy methods.
Listen to the Customer
The first and most obvious thing to do is really listen to the customer. Practice reading between the lines as well. If the customer is very angry, they may not state clearly what the problem is. You must weed through the interjections and outbursts to get to the root of the matter.
Also, it is important to allow your customer to get it off his or her chest. If you begin to deny the problem or fix it too soon, he or she will not be satisfied.
Let Them Know You Understand
Customers would like to know that you understand why they are upset. Stressing the fact that you do not fault them for being upset is important. When dealing with an angry customer, being understanding is a great way to diffuse the situation and begin to solve it.
Clarify What the Exact Problem Is
Finding out what the exact problem is can be difficult. Complaining customers may focus on getting their money back instead of explaining the problem. If a customer says, “This shirt is awful. I want my money back,” you should always ask “What was wrong with the shirt? Wrong size? Color? Bad fabric?” Identifying the exact problem will not only help you with that particular customer, but will help avoid more complaints in the future.
Ask the customer what they would like you to do about the problem. Perhaps they want their money back, but they could be satisfied with an exchange.
Apologize for the Trouble
When a customer complains, it is always necessary to apologize to them. You do not have to apologize for things that were not your fault, for example, slow shipping or water damage. However, you should apologize for the trouble that was caused.
Paint Your Company in a Positive Light
Of course, the ultimate goal is to get future business from every customer. In order to do this with one who complains, you must paint your company in a positive light. Stress the point that your company is eager to work out any problems and focuses on customer satisfaction. Remember to tell them that you hope they will give your company another chance.
Dealing with customer complaints is a necessary thing in any business. You should always keep a cool head and be specific so there is no miscommunication. Using the five tips outlined above, you will be able to avoid trouble when dealing with customer complaints
