Customers are a part of just about everybody’s business, and yes, many of us have to deal with them on a everyday basis. While some customers are great, there are a lot of them that are simply a big pain in the butt. So, what do you do when you get customer complaints, and how do you handle them?
Always respond to the complaint
No matter how big the complaint is, you’ll want to contact them immediately. Whether it’s by e-mail or phone, let the customer know that you care, and you want to get things fixed. The complaint may sometimes seem silly, but this customer may send you a flock of referrals in the future, you never know!
Always let the customer vent
Yes, the customer may always be right, but this isn’t always the case. There are a lot of dumb people out there, and they want things their way, or else they pout, and cry. Let them vent at you, and get their emotions behind them. When they are done, simply ask them, “What do you want out of this?”, and see if you can work things out for them.
Apology should be accepted
Even if the customer is wrong, you will always want to apologize, and try to work things out. If the customer was wrong, tell him/her politely what your policies are, and what they can do about. You’ll want to make sure that you get the point across that you want to help, rather than ignore.
Tell them how it’s going to be settled
When you follow these steps, you should be able to see what the customer wants by now. If they want a refund, see if you can get it for them. If the product is broke, see what you can do for them. You’ll want to make sure that you can do your best to help them out. 99% of the time, if you settle with the customer, and make them happy, they are going to keep coming back!
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