Before you rush to defend yourself or fight back, put yourself in your customer’s shoes.
Customer complaints are inevitable. If you run a business that sells to the public no matter how great your goods or services are the old adage will eventually be proven true: You cannot please 100 percent of the people 100 percent of the time.
Most customer concerns can be dealt with simply by complying with the person’s reasonable requests. From time-to-time, however, you will come across those customers who will demand something that simply is unwarranted or impossible to deliver. No matter the issue at the heart of the complaint it is important to remember these rules when resolving your customer service issues:
1. Listen
Whenever you set out to handle a customer complaint the first thing that you must do is listen. Listen to the customer to figure out why they are upset. Listen to the customer to determine whether any of your policies were not abided by or if this is something outside or not contemplated by your systems. Listen to what they want from you to resolve the issue. A refund? A replacement? Someone else to replace their current service representative at your company?
…to read this article in full, visit leading US small business resource, Inc.
