When a customer feels comfortable in lodging complaints with an organization for its products or services, it is indeed a good sign for the growth of that company. Customer complaints form a way of achieving better sales, and at the same time it may become devastating if not addressed carefully. It hence becomes very crucial for any organization to ensure that its employees are properly trained in dealing with customer complaints. Here are some ways to deal with customer complaints.
Listen carefully with patience
Immediate attention should be given to a customer who wishes to lodge a complaint. He should not be asked to wait. Never jump to any conclusion without completely understanding what the customer wants to say and what he expects from the company. No assumptions should be made. It should be handled with courtesy, sympathy and swiftness. If the customer has brought the product with all purchase documents, receive the product and log the complaint. When the product belongs to the service category, give the customer his complaint number. There is no room for rude attitude and improper behavior while dealing with a customer.
Take time in making a commitment
In case, the problem cannot be solved immediately, think several times before saying anything to the customer. Remember, that the customer should not wait too long to hear you. Make a mental calculation and assessment how much total time may be consumed by the company in resolving the complaint situation. Keeping these things in mind, try to convince the customer that his problem will be solved within a specific time frame.
Speak to the concerned team
Contact all the concerned departments and communicate the complaint to them and remind them of the commitments made to the customer. Take suggestions and instructions required for the process, keeping in line with the policy of the company, so that the one can have a solution within the shortest possible time.
Complete all formalities and forward documents
It becomes the responsibility of the employee who has attended the complaint to ensure that all documents and products should reach the concerned people at the earliest. All the policy, procedures and norms formed by the company are supposed to be strictly followed during the whole process.
Offer solutions to the customer in an apologetic manner
As soon as, the company offers a solution, the message should be immediately conveyed to the customer. The solution offered might be in the form of some special service, a reduced price, repair of the product or replacement. While offering the solution, it should be delivered in an apologetic manner.
Customer complaints which are solved quick and successfully, help businesses in achieving growth and prosperity. It creates a goodwill among customers, which in the long run can expand the company’s customer base.
