It doesn’t matter what business you are in you will have to handle customer complaints. Managing a disgruntled customer can be an unpleasant and challenging task. Yet, to thrive in today’s competitive environment, mastering the ability to handle customer complaints effectively is indispensable.
An essential mantra to remember when handling customer complaints is to maintain a balance between being just and assertive.
The initial step to strike this balance is to listen attentively to the customer’s grievances. Grant them an adequate amount of time to express their concerns without interruption. While it is important to avoid letting a customer’s complaints become excessive, ensuring they feel heard can help to alleviate their anger. This can pave the way towards a resolution by reducing the tension to some extent.
After the customer has articulated their perceived issue, it’s your turn to respond. Politely and assertively explain the company’s policies and the extent to which you can assist in resolving the matter. If the situation necessitates the approval or aid from a superior, communicate this clearly from the outset. Avoid giving the customer any false expectations or making promises you cannot fulfill.
In cases where the issue cannot be resolved instantly, devise a detailed plan and timeline for addressing the complaint. Establish a specific date or time to update the customer on the progress of their complaint resolution. It’s crucial to adhere to the agreed-upon follow-up plan with the customer.
Studies have been done and an unhappy customer will tell at least ten other people about how you treated them. The cost of taking care of a customer is cheaper than losing other potential customers.