Seeking
out and identifying customer complaints is one of the most potentially
profitable activities that a business can engage in. Complaining customers can
be a gold mine of a business or a disaster depending on how they are handled.
When things go wrong, customers don’t want to communicate with an
‘organization’ or a computer; they prefer to talk with a real, live, responsive
person. Therefore in handling complaining customers, here is useful guide to
note:
(1)
Listen with
Understanding: It helps to quell anger and demonstrates concern. Tell them
things like, ‘I’m sorry you have been inconvenienced. Tell me what happen so I
can help you. No matter what happen, don’t blame others or make excuses.
(2)
Paraphrase and
record what the customer tells you: Whenever you hear an important point, say
something like, “Let me make sure I have this straight, you were promised
supply on the sixteenth and didn’t get it until the first week of the following
month. Is that correct? Let me make a note of that.”
(3)
Find out what the
customer wants: Does he want a refund? A discount? A replacement? A credit? He
is complaining because he has a problem and wants it solved as quickly as
possible. Find out what it is.
(4)
Propose a
solution and get his support: When you have found out what the customer wants,
a solution is usually obvious. State your Solution in a positive manner. “I’ll
be happy to take it back and give you full credit for it on other products. Are
u fine with that?” act quickly, if it is.
(5)
If the customer
doesn’t like your solution, ask him what he would consider a fair settlement:
If you feel the customer’s request is reasonable and you have authority to
handle it, do it now; but if not, quickly contact someone else who has that
authority.
(6)
Make a follow up
call to insure Satisfaction: Where appropriate, call the customer back at a
later date to make sure that he is satisfied. Customers will always remember
their final contact with you the most. The last impression is the lasting
impression.
(7)
Never Let the
customer lose face: If however you cannot meet a customer’s expectation,
politely tell him without delay. But never tell a customer that he is wrong and
never allow yourself to be drawn into an argument.
See you at the Top!
Tundegold.com
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