| The last thing we want to hear during our | | | | voice, you can clearly defuse the situation. |
| work day is complaints from customers. | | | | You don't by any means want your customer to |
| However, it does come with the territory. | | | | become angry and cause a scene. 3. Offer a |
| Here are a few tips on how to turn your | | | | Solution. We have all heard the expression |
| customer's complaint into a positive. 1. | | | | "the customer is always right." I don't |
| Listen When a customer comes to you with a | | | | necessarily agree with this, but it is |
| complaint about one of your products or | | | | important to work toward finding a solution, |
| services, listen to them. Listen to what they | | | | even if the customer is in the wrong. For |
| are telling you, and take notes if at all | | | | instance, you might try meeting them half |
| possible. The number one thing a customer | | | | way. You will know wether or not your |
| wants when they have a problem is for someone | | | | customer is a repeat offender, and you can |
| to listen to them. Allow them to vent, let | | | | handle the situation accordingly. For |
| them get it all out. Once they have explained | | | | customers who have a legitimate complaint, it |
| their problem in full, begin to ask any | | | | is best to rectify the situation right then |
| questions you may have to get a full handle | | | | and there. Wether it is giving them their |
| on the situation. While you are listening, | | | | money back, or replacing their product. |
| body language is very important. Make sure | | | | Always leave your customer with your business |
| you maintain eye contact. This sends your | | | | card and tell them if they should ever have a |
| customer a message that you are taking them | | | | problem again, they should not hesitate to |
| seriously. 2. Be Empathetic When the customer | | | | contact you immediately. This will help them |
| is done explaining their problem, show | | | | regain their confidence in you and your |
| sincerity by telling them that you understand | | | | company. The main goal when a customer has a |
| how they feel. Apologize on behalf of the | | | | complaint is to not allow the problem to |
| company that they feel the way they do, and | | | | snowball. Your objective should be to defuse |
| tell them that you are committed to resolving | | | | the situation and retain your customer. By |
| their issue within the guidelines of your | | | | handling tough situations such as these in a |
| company. By becoming defensive in this | | | | professional manner, you will find your once |
| situation, you are taking a bad situation and | | | | complaining customers satisfied that you |
| making it worse. By having an understanding | | | | resolved their issue, and a new found respect |
| of where your customer is coming from on the | | | | for you. |
| situation, and speaking in a calm tone of | | | | |