Handling Customer Complaints

If we want our organization or us as individuals to be seen as the best of the best we will instill high expectations in our customers. It is these hopes and aspirations that will drive our brand and our business. If you’re making a sincere effort to respond to customer complaints, then make sure you also track complaining customers until you are absolutely sure they have come back. Do not loose a potentially good customer but take the opportunity to impress them with your professionalism. When handling complaints, you must understand the lifetime value of a customer. Here are a few tips on how to turn your customer’s complaint into a positive.

Listen attentively to the customer. Do not go on the offensive but listen to their problem then repeat it back so they know you fully have grasped the problem from their angle on the matter. Thank them for bringing the situation to your attention. Even if they are wrong! Allow your customer to fully explain what has happened, how they feel, and why they are feeling that way. You will be glad that you took the time to listen to your customers.

Be sure you understand exactly what the problem is. Customers will frequently generalize or exaggerate when they are upset. Then ask some questions. By asking questions, you gather information that uncovers the real issue. Don't make excuses or argue. It will give the customer a chance to calm down and discuss solutions rationally.

When the customer is done explaining their problem, show sincerity by telling them that you understand how they feel. Apologize on behalf of the company that they feel the way they do, and tell them that you are committed to resolving their issue within the guidelines of your company. After you have identified the real concern, discuss realistic alternatives and solutions. Don't offer solutions that are impossible to deliver. This will eventually just make matters worse.

Once you have an acceptable resolution, do your part as completely and as quickly as possible. Follow up with the customer. Be sure they are satisfied with the solution and always thank them for their business.

Look for benefits and similarities in your situations rather than focusing on your differences. Deal with any confrontation straight away.