What To Do When Customers Complain
Monday, November 06, 2006
The ability to manage customers is one defining factor that
separates your average worker from someone with management
potential. Regardless of how careful you plan to operate your
business, customers will always complain. So what can you do to
help meet or exceed a customers expecations?
1. Don't Lose Customers
Losing a customer is a big deal, even if you already have a
million of them. Not only will all of the money you spent on
advertising go to waste, but that customer will no longer buy
from you. This is a double whammy - you lose out on potential
future revenue and your competitors gain. Of course, the worst
thing about losing a customer is that they will tell all their
friends not to buy from you as well. In these situations the
people that are told what happen never get to hear your side of
the story. The issue of damage control during any customer
complaint is therefore very important.
2. Address Concerns
An angry customer will often be rude, insulting, or even a
danger to the sucess of your business. Customers that make a
big deal out of things in the store can cause quite a racket,
driving potential shoppers away. Other shoppers might wonder
what happend that got the customer so angry to begin with and
think twice about buying from you. Never talk loudly to a
customer, always keep your voice calm and respectful. Make eye
contact and begin with asking the customer how you can help
them. This gives the customer the opportunity to tell you why
they are upset.
3. Compensation
Compensation is a tricky matter as it will cost your company
money. Most often than not, however, you will need to offer a
complete refund. Many customers today feel that complete
refunds are not good enough. For example, they may have
purchased the item for you for a business of their own and due
to it failing it cost them revenue, or at the very least, their
time. If you like, you can offer them a voucher for a free
product or service, or increase what they have already bought
to the next package up.
4. Keep It Empathetic
If you come across as authoritative the customer will be even
more annoyed than when he brought the matter to your attention.
Instead, sympathize with the customer and let them know that if
it were up to you things would be run differently (If it IS up
to you, be sure to let them know that youll at the very least
look into it for them). For example, if you are out of a
particular item you can let the customer know that you will
have a talk with your supplier.
About The Author: For more great customer related articles and
resources check out http://workfromhomehelper.info
posted by Dennis Cheesman @ 5:34 AM,
