From Complaints to Accolades
How to turn your complaining customers to loyal customers for life
When we see a customer’s thunderous expression and aggressive stance, we turn our heads from left to right looking for a way out. Since dealing with complaints can be stressful, some businesspersons avoid answering a complaint and hoping it will go away. That approach, however, will provide adverse effects to your business. Customers who are supremely dissatisfied can be effectively influence other people to turn away from the direction going to your store. They can persuade other people to look for other places where they’ll be treated better. Here are some tips for you to think about the next time you encounter a grievance:
1. Handle complaints in a courteous and solicitous manner.
Presenting a confident yet caring attitude when customers comes complaining can make them feel that they can rely on you to solve their concerns. If you face customer protests in a defensive way, you risk fanning the flames of their temper and being burned with it. If they’re spitting mad, strive to calm them down first and listen to their issues. Ask questions to clarify the matter to ensure no confusion about the issue involved.
2. Your business should have a clear workflow on taking care of complaints.
If your business does not have a clear-cut procedure in handling irate customers, you should start making one as soon as possible. This would help prevent your employees from making mistakes in handling the situation while experiencing nervous tension because they don’t know what to do. Train everyone well, from the receptionists and sales staff up to their managers. If everyone is knowledgeable about the right ways to deal with complaints, then business will be a whole lot easier and the customers a lot happier.
3. Settle the problem efficiently and quickly.
Customers are further incensed when they approach the manager or owner with their issue and not much is done for resolution and reassurance. Make sure to solve the problem immediately. If the complaint concerns a product, offer to repair or replace the item. Customer still not yet satisfied? Give a refund instead to compensate for the trouble.
4. Follow up with the customer regarding their issue.
Let the aggrieved customer know how the issue has been resolved. Make a letter of apology detailing the problem or, better yet, call them to provide the news that their concern has been made good. This makes the customer feel well taken care of. If you’ve managed to gain their trust with your professional attitude, sympathetic ears and helping hands, then you are sure to see them once again in your shop.
5. Record all the details concerning every complaint.
After the complaint has been resolved, make staff concerned fill out an incident report detailing all the events that led up to the complaint. Arrange a meeting with the staff’s direct supervisor or manager to clarify the details and learn how to prevent the problem from coming back again. Although this may prove to be additional paperwork and bother for everyone involved, this process actually sheds light on any procedural flaws, staff problems or managerial issues you may not be aware of.
Knowing how to placate the customer well puts you up a par against your competitors. Once you’ve managed to organize a simple yet effective strategy in handling customer complaints, you are well on your way to converting dissatisfied customers to steadfast ones. So, learn to welcome complaints. This drudgery will lead you to realize solutions on how to better improve your business.
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