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