There are a number of common complaints that customers make relating
to products and services. Having procedures in place that find solutions
to common complaints will help you resolve issues quickly and
efficiently.
Seek outcomes that will satisfy your customers, and
make sure these are feasible and affordable for your business. Remember
that the cost of a short-term concession is worth preserving a long-term
relationship.
The following list suggests some solutions to a number of common complaints.
Faulty product
- Investigate the fault with the manufacturer.
- Offer a replacement item or replacement model.
- Repair the product if it is under warranty.
- Consider replacing the product even if it is no longer under warranty.
- Train staff to explain warranty conditions at the time of sale and repair.
Poor client service
- Investigate the areas of issue.
- Train staff in customer service skills.
- Rotate staff so they can increase their knowledge of other areas.
- Encourage and support teamwork.
Poor response to information request
- Retrain staff in how to respond to client requests.
- Set procedures on how to respond and response time frames.
- Provide more take-home literature to customers.
Rude staff
- Train staff in client service skills.
- Develop and use disciplinary procedures.
- Rotate staff to more suitable duties.
- Review recruitment and selection procedures.
Repeated complaints from the same client(s)
- Examine the nature of their complaints.
- Try to determine the reason for the frequency of complaints for this particular client.
- Discuss the pattern with your customer and your staff.
4 Easy Steps to deliver Excellent Customer Service
Listen
Let
the customer voice their complaint without interruption. The biggest mistake is
“second guessing” a customer service gripe and trying to cut them off before
they have finished their story. Use this time as your chance to identify what
it is they are REALLY upset about. Remember, don’t take it personally. It’s
probably not about you.
Acknowledge
Say you understand and are sorry for the
situation! The customer wants your attention and understanding. You won’t lose
dignity or concede to being wrong by making the customer feel that you
understand their frustration. Remember, you are saying you understand.
You are not saying you agree or will give them the moon. They’ll also be more
receptive to your solution.
Solve
Offer
the customer real solutions, telling them what you CAN do for them.
Don’t dwell on what you can’t do. You might begin by asking what they would
like you to do. They may actually require very little. Sometimes we hear “I
want my money back” instead of “I want to exchange this.” Resolve the complaint
on the spot whenever possible. If you plan to deal with it later, tell them
exactly what you plan to do and when. Make sure you follow up and do it!
Thank
And as always, thank them for shopping with you. Remember, if they are
satisfied, they'll tell everyone on Facebook, Twitter and Yelp just as they
will if they don't get satisfaction.
