How to Handle Complaints

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By justo
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How to handle complaint is just one of those make-or-break points of crucial customer contact

"The customer is the most important person in your business," so the saying goes. True! For this reason, more and more companies today pays off handsomely for a customer complaints program. A mishandled complaint can cost you much, much more than a customer. And many business has had the misfortune of seeing, hearing and reading about a dissatisfied customer in the media. That's one kind of publicity no business can afford. There's only one way to avoid losing a customer and end up in a win-win situation.
A simple and easy guide below will show you how to handle complaints:

Difficulty: Easy

Instructions

Things You'll Need:

Customers' log or customer's index card

Step 1

Listen to the Customer with Understanding. Don't be annoyed by a complaining customer. Complaints point out areas for improvement. It may not appear to be the most positive of messages, it can be an opportunity to learn to gather and use complaint information to identify weak spots and take corrective actions. too many managers make decisions in a vacuum, without understanding the needs and wants of the their customers who make the business possible.
Step 2

Write Down the Complete Details of the Complaint. This will help you spot the greatest areas of customer irritation that need immediate action. Complaint information must not be taken for granted. No matter how intense is the complaint it has to be recorded and resolve. You may keep a complaint log or a customer index card to document of what, how, when, who, etc., with the name of the customer, address, contact numbers, date and time the complaint was recorded and resolved, and the attending employee.
The complaint information is essential to the management in its decision making process. These information replaces broad generalization and "best estimates", it reduces the risk in solving problem by which decisions are made.
Step 3

Openly and Objectively Present the Company's Side. No matter what cause the problem, don't blame others or make excuses. An excuse is a reason with a bad reputation. Take full responsibility for fixing the problem and do whatever you can to solve it as-quickly-as-possible.
Sometimes customers complain because they are not aware of company's rules, procedures and policies. Maybe they just need to be appraised with how the company do business. Surely the customer will understand if you'll sincerely explain the company's side.
Step 4

Try to reach an Agreement on a Specific Action. When you have found out what the customer wants, a solution is usually obvious. State your solution in a positive manner. If the customer doesn't like your solution, ask him what he would consider a fair settlement.
And if you're not in a position to decide at the moment, bring the matter to someone who's in authority. Remember, 70% of complaining customers will buy from you again if you resolve the problem in their favor, and 05% will buy again if you resolve the problem on the spot.
If you cannot solve the problem, tell the customer politely without delay. The longer you keep the customer waiting for a settlement the more will it cause irritation for him.
Step 5

Thank the Customer for Bringing the Matter to your Attention. As with most customer contact situation, it is vital to be courteous and considerate of his feelings and to listen. Sometimes customers know fully well that there is nothing you can do. All they want is someone to hear them out and respect their opinion.
A simple appreciation for bringing the matter to your attention will do. Satisfied customers alone will make it possible for you to earn your livelihood in the way that you do. Give them good value and they will continue to reward you with their dollars year after year.