Dealing With Customer Complaints — CIOReview

Dealing With Customer Complaints — CIOReview

Customer Service is very crucial for a business, because without the support of customers, our business can never grow. Nowadays people are very active in internet and social media and thus they are expressing their thoughts, anger and complaints against your business more freely. No matter how well you treat your customer, at some point you’ll always receive a customer complaint.

A business owner’s ability to effectively deal with customer complaints provides a great opportunity to turn dissatisfied

customers into active promoters of the business. Here are some tips to handle customer complaints •

Listen to what the customer is telling

Don’t jump into a conclusion before the customer finishes his complaint. Don’t take the complaint personally; it’s not a personal attack. Often, a customer complaint will highlight an area that you can improve upon within your business.

You are more likely to satisfy your customer’s needs if you approach the problem with a calm state of mind.

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Avoid being rude

Anger can worsen the problems. You can tell your customer that you appreciate them reaching out about their concerns. A statement such as this from the get-go lets your customer know that you truly care and that you are ready to listen. When a customer knows that you truly care, you are well on your way to finding a reasonable resolution to the customer complaint.

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Apologize and do not blame

When a customer understands that you are sincerely sorry, it usually diffuses the situation. If you or your company made a mistake, admit it. If you did not make a mistake and it is a misunderstanding, simply explain it to the customer.

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Get the facts

After listening, take the initiative in the conversation. Now that the customer has calmed down and feels you have heard his or her side, begin asking questions. Be careful not to speak scripted replies, but use this as an opportunity to start a genuine conversation, building a trusting relationship with your customer.

To help you understand the situation, get as many details as possible.

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Offer a solution

When offering a solution, be courteous and respectful. Let the customer know you are willing to take ownership of the issue, even if it was out of your control. Take charge of the situation and let the customer know what you are going to do to solve the problem.

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Solve the problem or find someone who can solve the problem

Customers prefer the person they are speaking with to instantly solve their problem. When complaints are moved up the chain of

command, they become more expensive to handle and only add to the customer’s frustration.

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