" The customer is the most important person in your business," so the saying goes. True! For this reason,more and more companies today pays off handsomely for customer complaints program. A mishandled complaint can cost you much,much more than a customer. And many business has had the misfortune of seeing,hearing and reading about a dissatisfied customer in the media. That is one kind of publicity no business can afford. There is only one way to avoid losing a customer and end up in win-win situation.
A simple and easy guide below will show you how to handle complaints
Step 1
Listen to Customer with understanding. Don't be annoyed by a complaining customer. Complaints point out areas for improvement. It may not appear to be the most positive of messages,it can be an opportunity to learn to gather and use complaint information to identify weak spots and take corrective actions. Too many managers make desicions in a vacuum,without understanding the needs and wants of the their customers who make the business possible.
Step 2
Write Down the Complete Details of the Complaint. This will help you spot the greatest areas of customer irritation that need immediate action. Complaint information must not be taken for granted. No matter how intense is the complaint it has to be recorded and resolve. You may keep a complaint log or a customer index card to document of what,how,when,who,etc.,with the name of the customer,address,contact numbers,date and time the complaint was recorded and resolved,and the attending employee.
The complaint information information is essential to the management in its decision making process. These information replace broad generalization and "best estimates",It reduces the risk in solving problem by which decisions are made.
Step 3
Openly and objectively present the company's side. No matter what cause the problem,don't blame others or make excuses. An excuse is a reason with a bad reputation. Take full responsibility for fixing the problem and do whatever you can to solve it as quickly as possible.
Sometimes customers complain because they are not aware of company's rules,procedures and policies. Maybe they just need to be appraised with how the company do business. Surely the customer will understand if you will sincerely explain the company's side.
Step 4
Try to reach an Agreement on a specific action. When you have found out what the customer wants,a solution is usually obvious. State your solution in a positive manner. If the customer does not like your solution,ask him what he would consider a fair settlement.
And if you are not in a position to decide at the moment,bring the matter to someone who is in authority. Remember,70% of complaining customers will buy again if you resolve the problem in their favor,and 5% will buy again if you resolve the problem on the spot. If you can not solve the problem,tell the customer politely without delay. The longer you keep the customer waiting for a settlement the more will it cause irritation for him.
Step 5
Thank the customer for bringing the matter to your attention. As with most customer contact situation,it is vital to be courteous and considerate of his feelings and to listen. Sometimes customers know fully well that there is nothing you can do. All they want is someone to hear them out and respect their opinion.
A simple appreciation for bringing the matter to your attention will do. Satisfied customers alone will make it possible for you to earn your livelihood in the way that you do. Give them good value and they will continue to reward you with their dollars year after year.
Tips and Warnings
* Have a listening ear and an open heart to welcome complaints.
* Your front line employees must understand the value and importance of customer contact.
* Do not forget to write down the details of the complaint.
* Remember that complaints are opportunities in disguise.
*Value your customers always,you already know why.
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