If your company is known as a place where customers are valued and their complaints respected you will soon develop a good name and customers will come looking for you instead of the other way around. Follow these tips for effectively handling the customer complaints.
First Listen Carefully:
Allow the customer to vent their complaints, and give your undivided attention to them. Don’t interrupt in between the conversation and ask them to calm down, or do anything else that will only worsen the situation. Listening carefully will indicate to the customer that you genuinely care and are willing to work with them.
Let’s be honest, if you bought a product and if it stopped working after two days, you are going to be irritated yourself. Think yourself in the customer’s position will help you to have a better understanding about the complaint.
Many of the companies will not apologize to customers when they feel they have no blame in the problem. It may be a hard pill to swallow but learn to sincerely apologize even when you didn’t cause the problem.
Act quickly to resolve the issue:
Many big companies make customers to go through various channels and lots of red tape before they can even speak to someone directly that can help. This will only delay the solution for the complaints and in many cases, make the customer even unhappier. Do your best to resolve the issue as quickly as possible.
After a day or two has passed, try to have a contace with the client to see if he has received his money, replacement product or have finally managed to send an e-mail with his smart phone. You customers will feel respected, even if they were so vocal and will have even more reason to sing your praises.
Offer a refund or a discount:
Nine times out of ten, a customer can be appeased with a simple refund or a discount. The minor monetary hit your company will receive will likely be worth it if it keeps a customer happy.
It is not possible to have a company or even a job without customers, they are the reason that you are there. So treat them with respect, listen carefully about what they have to say and handle their complaints effectively.
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