Customer Complaints Should Be Taken Seriously
Steps for How to Handle Complaints and Retain Customers
Complaints from customers should be appreciated and taken seriously. They should be listened to and noted since these complaints serve as a gauge what the customers have in mind, and can be a basis for how a business can improve relationships with customers.
Here are steps to make customers feel that their complaint is important and that their problem is being taken seriously with careful attention:
Show Genuine Concern about the Customer Complaint
This means listening and building rapport with the customer. After an agreement from both parties that a problem exists, a sincere apology should be given for the inconvenienced customer. It acknowledges the business concern, at the same time without admission of an outright fault. This paves the way towards a resolution.
Take Notes and Track the Issues
Recording and keeping track while the customer relates the complaint shows they are being listened to and taken seriously towards a resolve to rectify the problem.
Repeat What They Say to Confirm
Asking the customer to repeat certain phrases to ensure what they mean, assures the customer that they have been understood. The business owner should further probe for any underlying issues that may have been overlooked by the customer. A question like, “Is there anything else related you might want to comment on?”
Compromise for a Win-Win Resolution
The old adage that the “customer is always right” still holds true. Therefore, a resolution should be worked towards action that creates a situation in which the business and the customer are both satisfied, a win-win situation.
Give a Realistic Commitment
It is important to relay to the customer what will be done with their complaint. The business owner or manager should be specific about the action to be taken. A realistic commitment should be reiterated to the customer, giving them assurance that the utmost care is being taken in their best interest.
Follow up Shows Care
After the customer complaint has been resolved, the business owner or manager can initiate a call to see how the customer is doing, ask them how things are going to their satisfaction.
It is important to properly handle customer complaints to retain good rapport. Working a systematic process of handling customer complaints further develops the well-being of the business. This is an important part in the Customer Satisfaction Management process. In particular, for a customer service related business, the team or entire customer service staff should undergo customer complaints training as a part of the process.
Readers may want to check out these related articles: How to Follow-Up a Business Sale and Business Marketing Ideas with Customer Focus.
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