HandlingCustomer
Complaints
A Positive Approach to
The Problem
• Customer complaints are inevitable• Performing best in business does not guarantee 0
complains• Criticism can be hard to face• Especially after working dedicatedly
The brighter side• Spontaneous customers simply drop services• Customers complain for two reasons– They are willing to let you cover up for their
dissatisfaction– They want you to improve
• Use the complain as an opportunity• The customer believes in you – don’t let him/her
down
Identify your customers• There are various types of people• Categorize your customers• Each type pf customer will expect a different
approach to the solution• Handling their complains will be easier
Types of customers• Gentle one – has an issue but is rather submissive.
Take responsibility of these customers.• Aggressive one – shows authoritativeness and
confronts. Do not mirror his behavior when dealing.• Extravagant – timely pays and expects balanced
service provision. Keep them highlighted despite continuous importuning.
• Chronic – two types. One will be your fan after regular pokes. The other has no objective, simply points out errors. Be patient with them.
The actual dealing
Whichever type of customer you are faced with, always remember that he requires a genuine and
professional solution from you in the quickest possible timeframe. Keep the aim – Quick and Perfect!
The actual dealing• Acknowledge the complaint before explaining. It
shows understanding• Do not interrupt a complaint. It does away with the
mood.• Give the expected timeline and keep updating your
customer in between as well.• Give a hypothesis of the solution and results. It gives
an idea to the customer of what’s ahead.
The actual dealing• Apologize if your mistake is honest.• Time matters – a lot. The quicker you are, the better
in every way.• Re-communicate. It shows that you are paying
attention.• Keep records of all previous complains and
solutions.
ConclusionThe key to handling customer complaints is to be liable
– focus on the effect, not the cause. Use your customer complaints intelligently for what they are actually meant to be – a pathway to improve your
services.
For more info…Contact us on [email protected] or log on to www.bmconsulting.in
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