When a customer presents you with a complaint, keep in mind that the issue is not personal; he or she is not attacking you directly but rather the situation at hand.
Think about the times when your customers have complained about an inconvenience. There is a great opportunity for improvement if you have ever responded.
If you know that something is annoying your customers, change it.
- The climate of a business needs to be set with the comfort of the customers in mind. If multiple customers complain about being too hot or cold, adjust the settings.
- Banking customers need pens. When they are chained to the counter, it sends a message to customers that they cannot be trusted. These are the same customers who are trusting the bank with their money! What is the point of providing pens if they are out of ink?
- Why not provide a tray of pens imprinted with the company name, website, and phone number? That way, if customers do take one along, it will provide them with easy access to important information about the bank.
Fix the root cause of the problem.
Customer complaints are process improvement alerts. If several customers complain, it creates a great opportunity for your team to improve on methods for delivering exceptional service. When a business hears the same complaint from more than one customer, it’s time to identify and fix the root cause of the problem.
Otherwise, they will eventually go away. Customers are too valuable to ignore their feedback. There is no point in listening to your customers’ complaints if nothing is going to be done to correct the issue. Dealing with the same complaints, again and again, creates frustration and employee apathy. It is also a considerable waste of employee time that could be better-spent building positive relationships with customers.
So in summary, the next time you receive a customer complaint, follow these tips to help transform it into a golden opportunity for your business.
- Listen and understand. Always listen to your customers. …
- Don’t be afraid to apologize for a mistake. …
- Find a solution. …
- Follow up with the customer. …
- Exceed Expectations.