Have you ever walked into the customers service department inside a business and seen the fake grenade on the desk with the sign that says “Complaint department please take a number”? If only handling customer complaints were as easy as the grenade implies it can be. But since you can’t use that route here are some other ways to go about dealing with customer complaints.
Customer Complaints are a Part of Business
The first thing is for you to realize that customer complaints are just a part of doing business. Yes people hate having to deal with someone who is unhappy but it still has to be done. And if you do it the right way it is possible to turn a dissatisfied customer into one who walks away happy and will come back again.
Let Your Customers Blow Off Steam First
When you do have to deal with an unhappy person, though, remember to let them vent their frustrations for a minute. Most people will calm down if you give them a chance. Whatever you do don’t start to argue with them either. Just let them rant and rave for a minute. When people are given the chance to blow of steam first then they become much easier to deal with.
Handle the Problem Calmly
Then once they have had time to calm down you can present your point of view to the problem. Once again, remember not to start an argument and do not make excuses to them either. Just try to make sure you understand what the problem is. And once you have a full understanding of the problem then you need to present them with a solution. Your solution also needs to promise some sort of action that can be taken immediately. People feel much better when things are handled promptly.
Teach Your Employees Good Customer Service
Remember, though, as your business grows larger, other people besides yourself are going to have to handle problems at some time or another. For them to do so they need to know they have the power. If you train them to always come to you first then later you will have a hard time breaking them of such a habit. They will second guess themselves and you don’t want that. So empower them to resolve customer problems on the spot. But also let them know that they can come to you if they feel uncomfortable trying to handle the situation without you. Some problems may only be minor and they will be able to deal with them but others might be more than they want to handle.
Complaints are a Chance to Earn a Loyal Customer
Good customer service is especially important when it comes to handling customer complaints. But a complaint is a chance to show your commitment to your customers by providing a satisfactory resolution. Doing so will give your customer confidence in your business. They will know that while they may not always get what they want you will work hard to provide them with a solution to their problem. And in customer service that is the most important thing you can do.
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