The last thing we want to hear during our business day is customer complaints. However, it comes with the territory. Here are some tips on how to turn your customer’s complaint into a positive one.
When a customer comes to you with a complaint about one of your products or services, listen to them. Listen to what they say and take notes if possible.
The first thing a customer wants when he has a problem is for someone to listen to him.
Let them out, let them bring it all out. Once the problem has been fully explained to you, start asking any questions you may have to fully handle the situation.
When listening, body language is very important. Make sure you maintain eye contact. This sends a message to your customer that you are taking it seriously.
2. Be empathetic
When the client is done explaining his problem, he shows sincerity by telling them that you understand how he is feeling. Apologize on behalf of the company that they feel this way and tell them that you are committed to solving their problem according to your company’s guidelines.
By being defensive in this situation, you are taking a bad situation and making it worse.
By understanding where your client is coming from in the situation and speaking in a calm tone of voice, you can clearly defuse the situation.
In no way do you want your client to get angry and cause a scene.
3. Offer a solution.
We have all heard the expression “the customer is always right”.
I don’t necessarily agree with this, but it’s important to work towards a solution, even if the customer is wrong. For example, you can try to find them halfway.
You will know if your client is a repeat offender or not and you will be able to handle the situation accordingly.
For customers who have a legitimate complaint, it is best to rectify the situation immediately. Either you give them your money or replace your product.
Always leave your client his business card and tell him that if he has a problem again, he shouldn’t hesitate to contact you right away. This will help them regain confidence in you and your company.
The main goal when a customer has a complaint is not to let the problem multiply. Your goal should be to defuse the situation and retain your customer.
By handling difficult situations like these in a professional way, you will find that customers who have ever complained are satisfied that you have solved their problem and a new respect for you.
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