Basics of Customer Complaints
Customers complain for many reasons, ranging from poor products to late deliveries. Complaints should not surprise the business owner because you are dealing with all types of people who have different attitudes and moods. The key is how you deal with complaints effectively.
Always make sure that there is someone senior who attends to complaints and follow a complaints procedure outlined in the business operation manual. It’s a good idea to make it easy for your customers to complain and when they do, they shouldn’t feel that they are a problem to you.
Depending on how serious the complaint, offer a special discount or some other compensation to keep them satisfied. It may be hard to accept, but the saying, “the customer is always right” should be part of your business policy.
How to Handle Customer Complaints
A good strategy for handling customer complaints can include the following:
- Apologise: Always apologise even if you feel the customer is wrong.
- Empathise: E...
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