The last thing we want to hear during our workday is customer complaints. However, it comes with the territory. Here are some tips on how to turn a customer 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 are saying and take notes if possible.
The first thing a customer wants when they have a problem is for someone to listen to them.
Let them air out, let them get it all out. Once they have fully explained your problem, start asking the questions you need to fully understand the situation.
While listening, body language is very important. Make sure to maintain eye contact. This sends a message to the customer that he is taking himself seriously.
2. Be empathetic
When the client has finished explaining their problem, show sincerity by telling them that you understand how they feel. Apologize on behalf of the company that they feel this way and tell them that you are committed to solving their problem within your company’s guidelines.
By getting defensive in this situation, you are taking a bad situation and making it worse.
By understanding where the client is coming from about the situation and speaking in a calm tone of voice, you can clearly defuse the situation.
You absolutely do not want your client to get angry and cause a scene.
3. offer a solution.
We’ve all heard the expression “the customer is always right.”
I don’t necessarily agree with this, but it is important to work towards a solution, even if the customer is wrong. For example, you can try to find them halfway.
You will know whether or not your client is neutered as a repeat offender and will be able to handle the situation accordingly.
For customers who have a legitimate complaint, it is best to rectify the situation right then and there. Either you give them your money back or replace your product.
Always leave the customer with your business card and tell him that if he ever has a problem again, he should not hesitate to contact him immediately. This will help them regain confidence in you and your company.
The main objective when a customer has a complaint is not to allow the problem to grow out of proportion. Your goal should be to defuse the situation and retain your customer.
By handling difficult situations like these in a professional manner, you will find that your clients complain once they are satisfied that their problem has been solved and have found a new respect for you.
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