Print | Send To Friends | Add To Favorites | Comment

Turn Your Customer Complaint into a Positive

By: Jay

Article Word Count: 544 words  [Comments (0)]
Total Views: 4 Views

The last thing we want to hear during our work day is complaints from customers. However, it does come with the territory. Here are a few tips on how to turn your customerÂ’s complaint into a positive.



1. Listen



When a customer comes to you with a complaint about one of your products or services, listen to them. Listen to what they are telling you, and take notes if at all possible.



The number one thing a customer wants when they have a problem is for someone to listen to them.



Allow them to vent, let them get it all out. Once they have explained their problem in full, begin to ask any questions you may have to get a full handle on the situation.



While you are listening, body language is very important. Make sure you maintain eye contact. This sends your customer a message that you are taking them seriously.



2. Be Empathetic



When the customer is done explaining their problem, show sincerity by telling them that you understand how they feel. Apologize on behalf of the company that they feel the way they do, and tell them that you are committed to resolving their issue within the guidelines of your company.



By becoming defensive in this situation, you are taking a bad situation and making it worse.



By having an understanding of where your customer is coming from on the situation, and speaking in a calm tone of voice, you can clearly defuse the situation.



You donÂ’t by any means want your customer to become angry and cause a scene.



3. Offer a Solution.



We have all heard the expression “the customer is always right.”



I donÂ’t necessarily agree with this, but it is important to work toward finding a solution, even if the customer is in the wrong. For instance, you might try meeting them half way.



You will know wether or not your customer is a repeat offender, and you can handle the situation accordingly.



For customers who have a legitimate complaint, it is best to rectify the situation right then and there. Wether it is giving them their money back, or replacing their product.



Always leave your customer with your business card and tell them if they should ever have a problem again, they should not hesitate to contact you immediately. This will help them regain their confidence in you and your company.



The main goal when a customer has a complaint is to not allow the problem to snowball. Your objective should be to defuse the situation and retain your customer.



By handling tough situations such as these in a professional manner, you will find your once complaining customers satisfied that you resolved their issue, and a new found respect for you.



This article may be reproduced by anyone at any time, as long as the authors name and reference links are kept in tact and active.


Article Source: http://www.articledashboard.com





Jay Conners has more than fifteen years of experience in the banking and Mortgage Industry, He is the owner of www.jconners.com, a mortgage resource site, he is also the owner of www.callprospect.com, a mortgage lead company.





Print | Send To Friends | Add To Favorites | Comment

Related articles


The 5 W's of World Class Customer Service Training By: Rosanne D'Ausilio,Ph.D - The preamble to the United States Constitution begins, ‘we, the people.
 
Engage Your Customer – Write About Benefits By: Glenn Murray - Think quick.
 
Customer Service – the Real Estate Revolution By: Glenn Murray - Traditionally, real estate has been viewed as a sales industry.
 
Does Your Customer Service Suck? By: Darryl Gee - As a customer, I know what it's like to be on the customers side of the counter.
 
Customer Service Policy Geared For Excellence By: Alicia Smith - One unhappy customer will tell the world about inferior service while a happy customer rarely tells a soul.
 
Reducing Customer Resistance to Your Product or Service By: Alicia Smith - Resistance has to do with putting up blocks that prevent us from doing, being, or accomplishing what we want for our business.
 
Over Delivering Provides Big Results By: Alicia Smith - Over promising is a problem only when you under deliver.
 
Ten Ways to Build Client Trust By: Alvah Parker - Clients work with professionals whom they trust.
 
Put Your Angry Customer at Ease By: Jay - Having to deal with angry and upset customers is by far one of the worst responsibilities we must face on a day to day basis in the world of sales and business.
 
Keeping Your Cool When The Customer Gets Hot By: Lydia Ramsey - A day in the life of a business person can be filled with joy and satisfaction or it can be frustrating and stressful.
 
Turn Your Customer Complaint into a Positive By: Jay - The last thing we want to hear during our work day is complaints from customers.
 
Customer Service Training Tips By: LeeAnna - - Good customer service is the best way to keep customers coming back to your business.
 
Can You Hear Me Now? By: Rosanne D'Ausilio,Ph.D - When you listen to a customer (or co-worker, spouse, significant other), your brain is constantly making hundreds of assumptions.
 
Using the Power of Client Testimonials to Grow Your Business By: Alicia Smith - Client testimonials are one of the most powerful marketing tools coaches can use.
 
Develop Loyal Customers for a Lifetime - part 2 (11 - 20) By: Alicia Smith - Traditional marketing strategies encourage business owners to continually grow their businesses by adding new customers.
 

Search the Articles


Subscribe

Receive alert message from us when new articles submitted to our site for free.

Enter your name

Enter your email

Categories

Syndicates