Handle Customer Complaints

All the organizations depend on end customer feedback to make their businesses better and increase customer satisfaction. Yet customer complaints take up an inordinate amount on time and money, and the complainer does not often get what he wants. Customer satisfaction is our highest priority, and we never fail to exceed the customer's expectations!

“A customer is the most important visitor on our business...Make the customer the hero of your story…The customer's perception is your business reality."

Customer feedback is taking center stage. Customers now have more ways than ever of getting in touch with the businesses that serve them. From social media to email, from feedback software to voice of the customer programs, the amount of feedback businesses can get increases daily.

Here are the tips for expediting the complaint process and keeping customers happy:

1.     Greet customers with genuine respect

2.     Listen carefully to what the customer has to say and let them finish. 

3.     Ask questions in a caring and concerned manner. 

4.     Put yourself in their shoes. 

5.     Apologize without blaming.

6.     Ask the customer, "What would be an acceptable solution to you?"

7.     Transfer the call to concern quickly, but explain why

8.     Solve the problem or find someone who can solve it— quickly!

9.     Verify the resolution

10. Don’t drag complaint out a lost cause

Winning customers back with exceptional service is fundamental, but when people already have one foot out the door, you’re better off letting the parting be as frictionless as possible. Learn what you can, see if there is a way to resolve the issue, and accept the outcome if there isn’t.

 "Your most unhappy customers are your greatest source of learning." -- Bill Gates

Why Customer Complaints Are Good News

1. Identify Vital Areas for Service Improvement

2. Identify Needed Improvement in Policies and Procedures

3. Improve Customer Communication

4. Keep Senior Management Informed

5. Improve Your Service Education

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