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Handling a customer’s complaint

Everyone who runs a business, or who just works there, is called upon to undertake daily relations with customers. Regardless of the type of product or service, in any kind of job you run the risk of receiving complaints. Let’s see how you can handle a customer complaint.

First, it is important to know that every disgruntled consumer can make a positive input. On the basis of why they do not feel satisfied, you can make changes that will help you not to repeat such a situation. For this reason you should not react in a negative way, but it is essential to listen, understand the situation and find a solution to solve the minor inconvenience.

Keep your calm and diffuse the situation

Keep your calm and diffuse the situation

The first thing to do is to be able to frame the complaint. The critique must be understood and you must be able to respond in a manner befitting to coordinate the relationship in a civilized manner. He who receives criticism must listen carefully while trying to put himself in the customer’s shoes. You should never interrupt the speech and the list of all the reasons that have made ​​him unhappy. This is needed to try not to lose the relationship with the customer and to boost customer loyalty. It is better to receive a complaint rather than lose a possible buyer.

Listen to them carrefully

Listen to them carrefully

The second action has to do with deepening into problems brought to your attention. In this way you will have the opportunity to assess the foundation upon receipt of the complaint. Sometimes they are just excuses. You must go to the root of the problem. When it is established that the complaint is well founded, it must be resolved. You must provide the customer with all the possible alternatives. You have to be involved and you have to make it clear that the resolution of the problem is important to you. In the event that there is indeed an error on the part of the company, there you should apologise sincerely.

At this point, being polite, you can invite the customer to choose among the various alternatives. When choosing the one that’s right for their case, you have to be very courteous and then you have to thank the customer for their patience. Your deepest apology can reaffirm your sincere regret for the inconvenience.

Of course, you may find yourself facing a very emotional person who could blame you with words out of place, or a person who simply asks for an irrational solution. In both cases, you must be prepared to handle the situation by recalling that what’s required is patience and delicacy.

By +Nikos Kontorigas

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