Your customers are the livelihood of your business. Without their approval, your business would never develop, which is why customer service is critically important. More now than ever, thanks to social media and the internet, people are becoming very much vocal about their experiences with businesses – whether it is good or bad. Unfortunately for customer-centric businesses, no matter how well you treat your clients and no matter how competently you run your business, you will get a customer complaint at some point.
Joseph stone capital says nobody likes to deal with customer complaints, but these at times painful occurrences can be a chance for you and your business to stand out. This is your chance to create a happy and loyal customer for life. Outstanding customer service must always be a priority, but in the unfortunate event that you get a customer complaint, here are tips on how to deal with it.
- In most cases, you can diffuse frustration and anger by understanding and remaining kind. You can tell your client right away that you are grateful for them reaching out about their concerns and that you want to understand exactly how they are feeling. A statement such as this from the get-go lets your client know that you truly care and that you are all set to listen. When a client knows that you truly care, you are perfectly on your way to finding a sensible resolution to the customer complaint.
- Often, if a client comes to you with an issue, it means that they want to be heard. Even if the complaint appears trivial to you, it evidently has some implication to them as they are taking their time to reach out to you. At times people indeed complain just because they are having a bad day, but remember that we all have bad days and you never know what is going on in that individual’s life. Active listening methods can, and must, be used with your clients always. Joseph Stone Capital believes that it is better not to assume that you know what the customer needs or wants, and do not release them as trivial either. Hear them out and pay focus to what they are saying. When aggravated, people can have complicatedness expressing their concerns or what they need from you to make them contented. Enabling your customer to talk will offer him or her time to calm down. Frequently, you can resolve an issue just by listening to your customers and enabling them to vent.
Contacting your angry customer after finding a resolution for them may be the last thing you want to do, but after all that hard work, following up with your customer is the icing on the cake for them. It allows them know that their concerns are at the top of your mind, and it is another way to show that you care.