What No Hands Up, so you dont like to deal with customer compaints eh...
You need to realize, delaying to handle customer complains in any way, will not make the problem go away. According to Tom Hopkins, trainer in basics sales of Tom Hopkins International, there are two that will happen when not handling complains: You will have customers or folks giving up on your service, and they will take great pleasure in informing thier associates ...
If your thinking, it’s normal to lose one or two customers, your thinking is wrong. According to research, if we have a fun experience with a company, we will tell upto the 3 other people. However someone who disappointed with the poor quality of services or a company will deliver thier wrath to 11 people. (Notice how the figures arn't in your favour as a company or service provider.
In any circumstances, respond to complains as soon as possible "thats within 24 hrs" in the following ways:
1. Regardless if a company is at fault they should quickly appologise for the mistake, (and then find and understand the root of the problem). There is nothing that can make the costumer athan feeling ignored. The more quickly you understand and deal with the problem, the better. Do not immediately disappear and pass the problem to someone else.
2. Always remain calm. Show that you care about the condition of the customer. Say that you can understand why he was angry, and say that you will take this issue seriously. Make a note of every detail that they provide.
Most isues can be handled on the spot with the correct "listening skills" If you truely understand the issues then you can offer a solution. Generally it's a bad idea to say "what would you like me to do for you? or how would you like me to fix it?) You be in control and offer fixes.
3. Do not cut the customer off whilst they are talking, be patient and let themget it all out. Do not correct costumers on what they have said. In many cases, after delivering an angry on slaught, customers often feel that "they went a bit far" and often feel a bit silly. Then they usually will accept the solutions that you offer.
4. Agree to a solution. Once you know for certain you can comply , ensure that the customer is fully satisfied with it, Offer something that will relief them now if possible. In some enviroments that will be easy like restaurants, and not so easy in others like maybe a retail store.
6. Agreeing to the settlement schedule for the problem. Provide a correct time, giving you enough time to handle the problem. The biggest mistake is to over promise and under deliver, if you promise to call them, if the replacement garment will be ready in 5 days gat it ready!!!
If you jump on complaints as they happen and don't hide from them you sometimes get to see your business from a customers point of view, often very valuable assset is an angry guest! When you do find a solution and turn that customer around how are they going to feel , for that fact ... How are you going to feel?...Yep thats right great, so personally turn your complaints into raving fans and just watch the word go round.
Now you should be quite eager to see your next complaint letter. If you have a team, train them all to recieve complaints, it greatly improves the company image by 10 fold. When all of your employees know that it's easy to turn complaints around they will be rushing to sort out issues themselves.
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