Handling customer complaints, here we go again. The telephone rings as the angry caller on the other line begins their rant concerning all the problems they had with your business. From personal accusations to vows of never working with you again, the caller wants you to resolve their issues immediately. Your day has been officially ruined by this customer complaint.
Running a business is not always easy. And while the high points make you go to bed with a smile on your face, you have to also be prepared for the doom and gloom when a person is unhappy with the products and services they received. Customer complaints come with the territory and responsibility of running your own business, yet you don’t have to dread them to the point where you don’t pick up the phone.
Strategies to make handling customer complaints less stressful
Don’t let customer complaints get the better of you and your business operations. You can successfully diffuse situations and resolve issues. Here are 5 important strategies to employ when handling customer complaints.
- Create a plan of action and teach your staff the policies in handling complaints. They should be able to handle difficult customers with politeness and respect. They should fully address and resolve complaints, and always follow-up with the customer to ensure that the right actions have been taken.
- Make notes of all the information that the customer gives to you. It is easy to turn a deaf ear to their words and then offer a discount to quiet them down. Yet there may be a serious problem with your services or products that you haven’t addressed. The information they give can sometimes make your company even better.
- Respond to every complaint to your business no matter how small the issue may be. Taking the time and care to answer complaints shows the customer that you care about their opinions, and can allow you to keep the person as a loyal customer. People will always tell friends and family about problems they had with a business but they will also be quick to share their positive experiences.
- Always take responsibility for every complaint against your company. It is easy to let anger take control of your actions and words as you respond negatively to comments that you feel are not appropriate toward your company. Keep calm, always apologise for inconveniencing the customer, and make every effort to rectify the situation.
- Review every complaint with the staff. Show them what the customers are complaining about and listen to the employees’ responses. This open communication allows you to get all viewpoints about the situation, and decide on the best way to manage staff or processes in the future. Your employees may bring something important to light that you were not aware about regarding the business.
Look at every complaint as an opportunity to review your business procedures. Sometimes you may have to make drastic changes to create a more positive interaction with your customers while promoting your brand. Make every customer complaint a priority and take it as free advice that you can use to create a better customer experience. Handling customer complaints efficiently and effectively should be a byword for your business.
Check out our Customer Service Guide for Small Businesses, it’s full of practical advice to help you build a customer service policy for your business.
