At some stage your business is likely to receive a customer complaint. Dealing with it in a positive and constructive manner will help to keep your customers.

By on 08-01-2019

In general customers who are unhappy with your product or service will not complain to you – but they will complain to others and take their business elsewhere. Managing customer complaints and resolving them quickly will result in improved business processes and repeat busines

 1. LISTEN AND UNDERSTAND

First, always listen to the customer. They are concerned about an aspect of your services. Let go of the temptation to respond in any quick fashion. Take the time to listen and truly understand what is driving their concern.

2. EMPATHIZE

Once you have listened to their concern immediately empathize with their position to create a bond between you and the customer so that they know you have heard their concern and are going to work with them to resolve the issue.

3. OFFER A SOLUTION

Offer a solution to their problem. In this regard, always focus on what you can do as opposed to what you cannot. There is always a solution. It may not be exactly what they are asking for, but if you focus on what you can do versus denying them their requested remedy you have still offered a solution and often merely having another option is sufficient to remedy the situation.

4. EXECUTE THE SOLUTION

Solve their problem be it with their originally requested resolution or an alternative you have proposed.

5. FOLLOW-UP

Once you have gone through the first four steps, make sure to follow-up with them to make sure that they are satisfied with the solution and that you have taken care of their concern.